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Smart Relay Service (SRService.exe) triggers high CPU usage issue in OfficeScan XG SP1 CP5427

    • Updated:
    • 5 Nov 2019
    • Product/Version:
    • OfficeScan XG
    • Platform:
    • N/A
Summary

It has been reported that in OfficeScan XG Service Pack 1 (SP1) Critical Patch (CP) 5427, Smart Relay Service (SRService.exe) may trigger a high CPU usage issue and stop unexpectedly if:

  • The proxy was specified in the web console via Administration > Proxy Settings > [Server] tab; and
  • "Use a proxy server when connection to hosted Trend Micro servers for pattern, engine, and license updates" was enabled.

    Upgrade Deep Security Relay

    There may be an impact on the agent's Behavior Monitoring and Predictive Machine Learning functionality if the option "Use Configured Smart Protection Source for service queries" was enabled.

    Global Agent Settings

Details
Public

Availability

Trend Micro has released the OfficeScan XG SP1 CP5427 repack into the Download Center to address this issue:

Package / Readme

 
  • The repacked version has a different icon as shown below:

    OSCE XG SP1 CP5427 Repack Icon

  • For non-English and Non-Japan customers, OfficeScan XG SP1 CP5427 will be repacked and available in the Download Center later this week.

Workaround

For customers who are not able to apply the CP5427 repack, the following workaround can be used a temporary solution:

  1. Go to {OfficeScan Server installation folder}\PCCSRV\Backup\CriticalPatch_B5427\SRS\.
  2. Copy and paste SRService.exe into {OfficeScan Server installation folder}\PCCSRV\SRS\ and overwrite the existing file.

Recommendations

Trend Micro recommends applying the CP5427 repack version for customers who had previously applied OfficeScan XG SP1 CP5247 to resolve this issue.

For support assistance, please contact Trend Micro Technical Support.

Premium
Internal
Rating:
Category:
Troubleshoot; Update
Solution Id:
000153057
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