Performance dropping is more complex than the software blocking issue. You can use TMPerfTool.exe to find the high-loading running process and add it to the Behavior Monitoring Exception List or contact Trend Micro Technical Support for further assistance.

To begin identifying the issue, follow the steps below:

1. Contact Trend Micro Technical Support to obtain a copy of the TMPerfTool file.
2. Copy the TMPerfTool to the machine with the problematic agent.
3. Right-click TMPerfTool.exe and select Run as administrator.
4. Click Analyze. The Trend Micro Performance Tuning Tool will start to monitor the CPU usage and event loading.

   

   If a red highlighted row appears, it means that the Trend Micro Performance Tuning Tool found a system-intensive process. In the example below, the process is mspdbsrv.exe.

   

5. Select the highlighted row and then click the plus (+) button to add this process the exception list.

   

6. Verify the CPU usage. Do one of the following:
   • If the performance did not improve, click the Undo button to undo all the changes. Select another highlighted process.
   • If the performance improved, select the process and then click the minus (-) button. If the CPU usage increases again, then you have found the system-intensive application.

     To resolve the issue:

     1. Add it to the product’s Behavior Monitoring Exception List. Please refer to the respective product’s Administrator's Guide for more details.
     2. Contact Trend Micro Technical Support and provide the information below:
        1. Take note of the name of the application.
        2. Click Stop.
        3. Click the Export button and then save the XML file in a specified folder.
        4. Pack the XML file report, high I/O process name, and screenshot.

To collect TMPerfTool logs needed to diagnose issues for Trend Micro Technical Support:

1. Unload the Officescan/Apex One agent.
2. Add the debug registry key by running the following command with administrator privileges:

   REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\AEGIS" /v "DebugLogFlags" /d "0xff" /t "REG_DWORD" /f

3. Reload the Apex One agent and wait for all services to be functional again (tmbmsrv.exe, tmlisten.exe, ntrtscan.exe, tmccsf.exe, etc.).
4. Launch TMPerfTool.exe as an administrator.
5. Collect “TMPerfTool.log” located in the directory of the TMPerfTool.
6. Upload the log to Trend Micro Technical Support for Further Analysis.
7. Unload the agent and delete the registry value “DebugLogFlag” located in Computer\HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\AEGIS.

   This is to stop it from writing a log every time you run the TMPerfTool, which may take up space.

Known Issues

You may get access denied when entering the registry key. To avoid this:

1. Open Regedit and navigate to Computer\HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\AEGIS.
2. Right-click the AEGIS key and ensure your account has permission to write to it.

   

If you still cannot add via CMD, you can add the key manually:

1. Right-click inside the AEGIS key.
2. Click New > DWORD (32-bit) value.
3. Set the name as “DebugLogFlags”.
4. Right-click and edit the value to “0xff” hexadecimal.