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Troubleshooting Security Agent performance and compatibility issues in Worry-Free Business Security (WFBS)

    • Updated:
    • 22 Jan 2015
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 7.0
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Server R2
    • Windows 2003 Small Business Server
    • Windows 2003 Small Business Server R2
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Essential Business Server
    • Windows 2008 Server R2
    • Windows 2008 Small Business Server
    • Windows 2008 Standard
    • Windows 2011 Small Business Server Essentials
    • Windows 2011 Small Business Server Standard
    • Windows 2012 Enterprise
    • Windows 2012 Server Essentials
    • 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 Tablet PC
Summary
When the WFBS Security Agent is installed, you experience performance issues on your machine or adverse impact on some applications.
Details
Public
When you experience issues with the WFBS Security Agent, try unloading first the Agent:
  1. Right-click the Trend Micro icon on the taskbar.
  2. Select Stop Worry-Free Business Security.
If the issue persists, uninstall the Agent and reboot the computer. If you still experience the issue after removing the Agent and rebooting your machine, then the Security Agent is not the cause of the issue.
If unloading the Agent does not resolve the issue, but uninstalling it does, send a report to Trend Micro Technical Support.
In cases where your machine's performance improves after unloading the Agent, perform the tests outlined below to isolate the module that is causing the issue:
  1. Make sure that the Client Security option is turned off.
    1. On the Management console, go to Security Settings.
    2. Select the specific group where the Agent is having issues and click Configure Settings.
    3. Go to Client Privileges and on the Client Security section, ensure that the Prevent users or other processess from modifying Trend Micro program files, registries, and processes option is not selected.
    4. On the client computer, right-click the Trend Micro icon on the taskbar and select Update Now to ensure that the new settings are applied to the Security Agent.
  2. Disable Web Reputation and URL Filtering.
    1. On the Management console, go to Security Settings.
    2. Select your group and click Configure Settings.
    3. Go to Web Reputation, untick the Enable Web Reputation option and click Save.
    4. Go to URL Filtering and untick the Enable URL Filtering and click Save.
    5. On the client computer, update the Security Agent.
    6. Verify if the issue is resolved.
    7. If the issue still persists, re-enable Web Reputation and URL Filtering and update the Security Agent. This means that Web Reputation and URL Filtering are not the components that are causing the issue.
  3. Disable Real-time scan.
    1. On the Management console, go to Security Settings.
    2. Select your group and click Configure Settings.
    3. Go to Antivirus/Antispyware and untick the Enable real-time Antivirus/Anti-spyware option.
    4. On the client computer, update the Security Agent.
    5. Check if the issue is resolved.
    6. If the issue is not resolved, re-enable Real-time scan and update the Security Agent.
  4. Disable the services of the Security Agent one by one and check after disabling each service whether the performance issue is resolved to identify the service that might be causing the issue.
    1. Go to Start > Run > type services.msc.
    2. Disable a service by selecting its properties and choosing Disable.
      Note: Check the services in the specific order listed. Depending on your configuration and Windows version, not all services listed may be present.
      • Trend Micro Unauthorized Change Prevention Service
      • Trend Micro Security Agent Firewall Service
      • Trend Micro Security Agent NT Proxy Service
      • Trend Micro Security Agent RealTime Scan Service
      • Trend Micro Security Agent Listener Service
    3. Disable all the services at the same time.
    4. Re-enable all the services you use normally as they were running before disabling the Security Agent services
    If one of the services is responsible for the issue, contact Trend Micro Technical Support and we will send you the information as to what logs are required for analysis.
Once you have identified the component or service that is causing the issue, send a report to Trend Micro Technical Support for further instructions.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1107534
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