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Unable to access the console due to high CPU usage in OfficeScan (OSCE)

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • N/A N/A
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Enterprise Server
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2003 Standard Server Edition
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Enterprise Server
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Standard Server Edition
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012 Datacenter
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Server R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • Windows 2016 Server Core
    • Windows 2016 Server Datacenter
    • Windows 2016 Server Standard
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-Bit
    • Windows 8.1 32-Bit
    • Windows 8.1 64-Bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

You experience high CPU usage on the OfficeScan server, making the server and the OfficeScan application sluggish in terms of performance. When checking the Windows Task Manager, you will find multiple copies of CGI processes or dbserver.exe continuously running. When this happens, errors may be encountered when you apply the latest OfficeScan Patch updates.

The issue happens because there multiple copies of CGI processes or dbserver.exe running, and does not clear out until the server hosting OfficeScan is restarted.

Details
Public

To investigate this issue, do the following:

  1. Stop the OfficeScan Master Service via the Windows Services applet.
  2. Launch Windows Explorer and go to the C:\Program Files\Trend Micro\OfficeScan\PCCSRV\HTTPDB directory.
  3. Check if there are any *.TMP files inside the HTTP directory.

    Finding *.TMP files signifies a possible database corruption specially if there are multiple copies and the file sizes range from small to large.

To resolve this issue, do the following:

  1. Back up the content of the HTTPD directory.
  2. Delete all the content of the HTTPD directory.
  3. Restart the following services (in sequence):
    1. Web Server (Microsoft IIS or Apache2)
    2. Trend Micro OfficeScan Master Service
  4. Clear the History, Cache, and Cookies from the web browser. This is to ensure that when you launch the OfficeScan console, all the previous cache information are purged and that you will be using fresh content via the web browser.

To confirm that the issue has been resolved:

  1. Launch and log on to the OfficeScan management console.
  2. Check the Task Manager and confirm if the CGI processes are not spawning.
  3. Download and apply the latest OfficeScan Patch.
     
    Make sure that OfficeScan 10 SP1 is applied before applying Patch 2. For OfficeScan 10.5, just download and apply Patch 1.This solution does not apply to OfficeScan 11.0 if the SQL DB is used.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1057941
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