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OfficeScan server has high CPU usage attributed to instances of cgirecvfile.exe and cgirqini.exe processes

    • Updated:
    • 12 Jul 2016
    • Product/Version:
    • OfficeScan 11.0
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Professional
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Server Core
    • Windows 2008 Standard
    • Windows 2012 Enterprise
    • Windows 2012 Web Server Edition
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows 8 32-bit
    • Windows 8 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

The OfficeScan server is experiencing high CPU utilization. When you check the Microsoft Task Manager, you will find multiple instances of cgirecvfile.exe and cgirqini.exe processes that restart even if they are terminated. The processes will only stop when you stop the OfficeScan Master Service.

Details
Public

Cgirecvfile.exe sends client log files and quarantined files to the server, while cgirqini.exe checks for parameters changed in the server configuration file. Recurring, multiple instances of these executable files may indicate that clients are having difficulty uploading the virus logs and quarantined files to the server.

This occurs due to any of the following:

  • Corrupted files in the temporary folders of the OfficeScan client or Client/Server Security Agent are preventing the upload.
  • The server database is corrupted.
  • The server does not have enough disk space, or the drive on which the server is installed is running out of disk space.
  • The quarantine folder is too large. By default, this is set to 10240 MB. However, if the remaining disk space on the server is less than the remaining quarantine manager size, the clients will keep attempting to upload their logs and quarantined files to the server.

To fix the issue, please select any of the following options:

Option I: Empty the following folders on the client:

For OfficeScan:

  • ..\Trend Micro\Officescan Client\Flog
  • ..\Trend Micro\Officescan Client\Hlog
  • ..\Trend Micro\Officescan Client\Suspect
 
Trend Micro recommends checking the OfficeScan clients that are continuously sending logs to the OfficeScan server. This can be identified using the Virus Logs option in the management console. For reference, go to Page 241 of the OfficeScan Administrator Guide.

For Client / Server / Messaging Security for SMB (CSM):

  • ..\Trend Micro\Client Server Security Agent\Flog
  • ..\Trend Micro\Client Server Security Agent\Hlog
  • ..\Trend Micro\Client Server Security Agent\Suspect

Option II: Recreate the database by doing the following:

For OfficeScan:

  1. On the server, stop the OfficeScan Master Service.
  2. Go to C:\Program Files\Trend Micro\OfficeScan\PCCSRV and create a backup of the HTTPDB folder.
  3. Create a new folder named "HTTPDB".
  4. Start the OfficeScan Master Service.

For CSM:

  1. On the server, stop the Trend Micro Security Server Master Service.
  2. Go to C:\Program Files\Trend Micro\Security Server\PCCSRV and back up the HTTPDB folder.
  3. Create a new folder named "HTTPDB" in C:\Program Files\Trend Micro\Security Server\PCCSRV.
  4. Start the Trend Micro Security Server Master Service.


Option III: Free some disk space on the drive where the server is installed

Option IV: Clear the contents of the C:\Program Files\Trend Micro\<OfficeScan or Security Server>\PCCSRV\Virus folder, or purge the contents of the Quarantine Folder by doing the following:

For OfficeScan:

  1. Open the management console.
  2. Go to Administration > Quarantine Manager and click Delete All Quarantined Files.

For CSM:

  1. Open the Security Dashboard.
  2. Go to Preferences > Global Settings > System tab.
  3. In the Quarantine Maintenance section, click the Delete All Quarantined Files button.

To avoid the same issue in the future, configure the "Quarantine folder capacity" setting such that it will not exceed the disk space of the drive where it is installed.

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1034914
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