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Standard Operating Procedure (SOP) for performance issues in Worry-Free Business Security 7.0 (WFBS)

    • Updated:
    • 13 Mar 2020
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 7.0
    • Platform:
    • Windows 2003 Enterprise Server
    • Windows 2003 Small Business Server
    • Windows 2003 Standard Server Edition
    • Windows 2003 Web Server Edition
    • Windows 2008 Enterprise Server
    • Windows 2008 Small Business Server
    • Windows 2008 Standard Server Edition
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Professional

This article shows you what to do when the following occurs:

  • The system slows down when accessing some applications.
  • The system is having a high CPU utilization.
  • The machine is sluggish.
  • The customer application (web or file-based) and daily usage are slow when the Security Agent (SA) is loaded. CPU usage is normal while using the application. However, when the SA is unloaded, everything works fine and is much faster.

Software performance issues are usually more complex to identify and resolve than software blocking issues. Typically, applications that have heavy input/output (I/O) or that are resource-intensive may conflict with the Trend Micro Anti-Malware Solution Platform.

To resolve these performance issues, you first need to identify the applications that are resource-intensive or that have heavy I/O using the Trend Micro TMPerfTool. Once these processes have been identified, they can be added to the Exception List area provided in the product for isolation.

  1. Run the Task Manager to check which process is eating up a lot of resources or with a high CPU utilization.
  2. Take a screenshot of the Task manager showing these processes.
  3. Use the TmPerfmon tool to check which application is causing the system to slowdown, then gather the Tmperfmon log.

    The tool has five functions that you can use:

    • Add a process to the exception list
    • Remove the process from the exception list
    • Block the process from the exception list
      If you block a process, AMSP will still hook the events and it will NOT add it on the exception list when you select Automatically add system-intensive processes to the exception list.
    • Reset the exception list
    • Generate a report

    You can do this by following the steps below:

    1. Use the Trend Micro Performance Tuning Tool (TMPerfTool) included in the server from the following location:

      \Trend Micro\Security Server\PCCSRV\Admin\Utility\TmPerfTool

    2. Accept the license agreement

    3. Click Analyzeto start the TMPerfTool.

    4. Do any of the following:
      • Select Automatically add system-intensive processes to the exception list if you are not sure about which process you should add to the exception list.

      • Add a process to the exception list if you find it suspicious.
      • Click Generate Report if the issue improves after excluding several processes.
    5. Close the Trend Micro Performance Tuning tool.
    6. Remove the exception list from the Office Scan server console and client console.
    7. Reproduce the performance issue.
  4. Run the Windows Performance Toolkit (Xperf) tool to do the following:
    • Gather the necessary logs for performance issues
    • Record the hooking events for 2 minutes during the CPU high period. The XPerf toolkit installer does not install the tools on XP or Windows 2003. To enable XPerf support for XP, refer to the Microsoft article: Xperf support for XP.

    You can use the tool by following the steps below:

    1. Download and extract the Windows Performance Toolkit.

      Note: This tool only supports Windows XP. For Windows Vista and Windows 7, you can try downloading Windows Performance toolkit as part of the SDK package.

    2. Double-click the.MSI file to execute it.

    3. Click Next to finish the installation.
    4. Extract the xPerf batch scripts from the file you downloaded earlier.

    5. Open the Command Prompt with administrator privileges.

    6. Execute the StartXPerf.bat file in the Command Prompt for about 1-2 minutes.

    7. Replicate the performance issue that causes high CPU utilization.
    8. Execute the StopXPerf.bat file as an administrator.
    9. Collect the System.etl file in the StartXPerf.bat working folder

      The XPerf tool cannot function properly while the procmon.exe application is still running.

  5. Run the CDT to collect system information. There is no need to enable debugging.
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