High CPU usage occurs on a Windows computer with Altiris Software Virtualization Agent after installing Worry-Free Business Security (WFBS) or OfficeScan

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Solution ID Last Updated
1053586 Date : 2013/08/20 Time:9:17 AM , (PST)


Product/Version Platform
OfficeScan - 10.0, 10.5, 8.0;Worry-Free Business Security Standard/Advanced - 5.1, Worry-Free Business Security Standard/Advanced - 6.0, Worry-Free Business Security Standard/Advanced - 7.0;
Windows - 2000 Advanced Server, 2000 Professional, 2000 Server, 2003 Enterprise, 2003 Standard Server Edition, 2008 Enterprise, 2008 Essential Business Server, 2008 Small Business Server, 2008 Standard Server Edition, 7 32-bit, 7 64-bit, Vista 32-bit, Vista 64-bit, XP Professional

Problem Description

The issue occurs on a Windows computer that has the agent Symantec Workspace Virtualization (SWV), also formerly named as Symantec Altiris Software Virtualization. The system performance becomes sluggish and the CPU usage gradually grows to 100%.
If the WFBS / OfficeScan client is unloaded, the issue disappears. After restarting the client services, the issue reappears.

Solution

Trend Micro is currently researching the complete solution for this issue. As a workaround, do the following:
    1. Make sure that you have the latest scan engine version:
      Note: The latest OfficeScan and WFBS scan engine can be found in the Trend Micro Update Center.
      • WFBS server
        1. Log on to the WFBS console.
        2. Go to Updates > Manual.
        3. Expand Antivirus under Components section by clicking the plus sign (+) before it.
        4. Compare the value of "Virus scan engine 32-bit/64-bit" to the latest version.
          If the scan engine version is not updated, click Update Now.
      • OfficeScan Server
        1. Log on to the WFBS console.
        2. Go to Updates > Server > Manual Update.
        3. Under the Components to Update section, compare the value of "Virus Scan Engine 32-bit/64/bit" to the latest scan engine.
          If the scan engine version is not updated, click Update Now.
      • Affected WFBS Security Agent (SA) or OfficeScan client
        1. Right-click the SA/OfficeScan client icon on the system tray and select Component Versions.
        2. Compare the value of "Virus Scan Engine" to the latest version.
    2. Open the Registry Editor (regedit.exe)
      Important: Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
    3. Go to the HKLM\SYSTEM\CurrentControlSet\Services\TmFilter\Parameters registry hive.
    4. Add the DWORD value "DisableCtProcCheck" and set its value to "1".
    5. Restart Trend Micro Scan Engine services or reboot the system for the changes to take effect.


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