Use the steps in this article to isolate performance problems or compatibility issues with 3rd party applications or hardware to a specific module of the OfficeScan Clients or Client/Server Security Agents.
This troubleshooting applies to problems that can be prevented by turning off or uninstalling the OfficeScan client or Client/Server Security Agent in order to further isolate the root cause.
To find out what causes the problem, apply the steps below:
- Isolate which service is causing the problem. Go to Start > Run > services.msc. To disable a service, select its properties and choose Disabled in the console. Check the services in the mentioned order. If one of the Services is responsible for the issue, contact Trend Micro Technical Support. Otherwise, proceed to the next step.
- Disable the Trend Unauthorised Change Prevention Service.
- Enable the previously stopped service again. Disable the Trend Micro Firewall Service.
- Enable the previously stopped service again. Disable the Trend Micro TMProxy Service.
- Enable the previously stopped service again. Disable the Trend Micro TMListen Service.
- Disable all the services at the same time.
- Re-enable all the services you use normally as they were running before the above steps.
- Disable OfficeScan's RealTime Scanning function:
- Open the OfficeScan web console and select the client with the issue from the client tree.
- Uncheck Enable virus/malware scan from Settings > Scan Settings > Real-time Scan Settings.
To determine whether the OfficeScan client RealTime Scanning function is disabled:
- Check the system tray icon. It will look like this:
- Check the registry key:
- 32-bit: [HKLM\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\Real Time Scan Configuration]
- 64-bit: HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\Real Time Scan Configuration
It will indicate ["Enable"=0].
- Check the system tray icon. It will look like this:
Provide the results of the above steps to Trend Micro Technical Support in order to determine which configuration to adjust or what log files are relevant for troubleshooting the issue.
