Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

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

    • Updated:
    • 22 Nov 2020
    • Product/Version:
    • Worry-Free Business Security Advanced 10.0
    • Worry-Free Business Security Standard 10.0
    • Platform:
    • Windows 7, Windows 8.1, Windows 10, Windows Server 2008 R2, Windows SBS 2011 Standard/Essentials, Windows Home Server 2011, Windows Server 2012/2012 R2, Windows Server 2016, Windows Server 2019
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. Exit 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. Add a different group that will be used for the feature isolation.

    1. On the Management Console, go to the Devices tab.
    2. On the left pane, click on Add Group.
    3. Specify the following:

      • Group Type: Select the type of group either desktops or servers
      • Name: Specify a name for the new group
      • Settings: Import settings from the group that was affected by the issue
    4. Click Save.
    5. On the right pane, select machine/s that can be used for isolation. Then drag them over to the new group.
  2. Make sure that the Client Security option is turned off.
    1. On the Management console, go to Devices tab.
    2. Select the specific group where the Agent is having issues and click Configure Policy.
    3. Go to Agent 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.
  3. Disable Web Reputation and URL Filtering.
    1. On the Management console, go to Devices tab.
    2. Select your group and click Configure Policy.
    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.
  4. Disable Firewall.

    1. On the Management Console, go to the Devices tab.
    2. Select the created group from Step 1, then click Configure Policy.
    3. Go to Firewall, untick the Enable Firewall option and click Save.
    4. On the client computer, update the Security Agent.
    5. Verify if the issue is resolved.
    6. If the issue still persists, re-enable Firewall and update the Security Agent. This means that the Firewall is not the feature that is causing the issue.
  5. Disable Predictive Machine Learning.

    1. On the Management Console, go to the Devices tab.
    2. Select the created group from Step 1, then click Configure Policy.
    3. Go to Predictive Machine Learning, untick the Enable Predictive Machine Learning option, and click Save.
    4. On the client computer, update the Security Agent.
    5. Verify if the issue is resolved.
    6. If the issue still persists, re-enable Predictive Machine Learning and update the Security Agent. This means that Predictive Machine Learning is not the feature that is causing the issue.
  6. Disable Behavior Monitoring. Do the following:
    1. On the Management console, go to Devices tab.
    2. Select your group and click Configure Policy.
    3. Go to Behavior Monitoring and untick Enable Behavior Monitoring option, then click Save.
    4. On the client computer, update the Security Agent.
    5. Check if the issue is resolved.
    6. If the issue is resolved, re-enable Behavior Monitoring and follow steps below to narrow down the root cause and identify the module that causing it.Under Ransomware Protection, do the following:
      1. Untick the Enable document protection against unauthorized encryption or modification only, save and update the agents, then check if issue will resume.

         
        If the issue is resolved, untick the Auto backup files changed by suspicious programs only, save and update the agents, then check if issue will resume.
         
      2. Tick item [i] and untick the Enable program inspection to detect and block compromised executable files only, save and update the agents, then check if issue will resume.
      3. Tick item [ii] and untick the Enable blocking of processes commonly associated with ransomware only, save and update the agents, then check if issue will resume.

         
        If the issue is resolved, untick the Terminate programs that exhibit abnormal behavior associated with exploit attacks only, save and update the agents, then check if the issue will resume.
         
  7. Disable Real-time scan.
    1. On the Management console, go to Devices tab.
    2. Select your group and click Configure Policy.
    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.
  8. 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.
       
      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 Proxy Service
      • Trend Micro Common Client Solution Framework
      • 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
Partner
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1107534
Feedback
Did this article help you?

Thank you for your feedback!


*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.