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TmListen.exe generating high CPU usage in OfficeScan (OSCE)

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • 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 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • 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 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • 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

The TmListen.exe process is causing high CPU utilization on the machine. Installing the latest updates and patches does not fix the issue.

Upon checking the ofcdebug.log, you will see multiple lines containing the following:

2012 10/01 12:51:38 [09dc : 1d84] (00) (D) [-L-][tmlisten.exe][tmSendVirusLog] SendLogToServer(C:\Program Files (x86)\Trend Micro\OfficeScan Client\HLog\_r4303946.LOG) fail !! err = -99 , Discard this log... (0) - [cnttmlis_Service.cpp(10623)]
2012 10/01 12:51:38 [09dc : 1d84] (00) (D) [-L-][tmlisten.exe][tmSendVirusLog] dwRetryInterval=30 - [cnttmlis_Service.cpp(10586)]
2012 10/01 12:51:38 [09dc : 1d84] (00) (D) [-L-][tmlisten.exe][SendLogToServer] it's a wrong log file ! - [cnttmlis_Service.cpp(4291)]
2012 10/01 12:51:38 [09dc : 1d84] (00) (D) [-L-][tmlisten.exe][SendLogToServer] because sending virus log is fail, notify VirusLogMgr to remove it, bRet = 0. - [cnttmlis_Service.cpp(4369)]
Details
Public

The high CPU usage occurs when there are corrupted files in the ..\Trend Micro\OfficeScan Client\HLog directory. When the OfficeScan client/agent tries to send the corrupted logs to the OSCE server, the attempt fails.

There is high CPU usage because the client keeps on trying to send the corrupted files to the OfficeScan server, creating a loop.

To resolve this issue:

  1. Restart the machine in Safe Mode. Follow the steps in the Start the computer in safe mode Microsoft article.
  2. Go to the ..\Trend Micro\OfficeScan Client\HLog directory and delete all the files inside it.
  3. Restart the machine in Normal Mode.

    The CPU utilization of the TmListen.exe process should return to normal.

If the issue persists, contact Trend Micro Technical Support.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1061408
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