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.
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:
- ..\Trend Micro\Officescan Client\Flog
- ..\Trend Micro\Officescan Client\Hlog
- ..\Trend Micro\Officescan Client\Suspect
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:
- On the server, stop the OfficeScan Master Service.
- Go to C:\Program Files\Trend Micro\OfficeScan\PCCSRV and create a backup of the HTTPDB folder.
- Create a new folder named "HTTPDB".
- Start the OfficeScan Master Service.
- On the server, stop the Trend Micro Security Server Master Service.
- Go to C:\Program Files\Trend Micro\Security Server\PCCSRV and back up the HTTPDB folder.
- Create a new folder named "HTTPDB" in C:\Program Files\Trend Micro\Security Server\PCCSRV.
- 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:
- Open the management console.
- Go to Administration > Quarantine Manager and click Delete All Quarantined Files.
- Open the Security Dashboard.
- Go to Preferences > Global Settings > System tab.
- 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.