John Carlo Sibayan

Hi @mrg55,

Since the upgrade is not proceeding on your computer, you may uninstall the old version installed and manually install the latest version of Trend Micro. You can follow the instructions below:

1. Click here to download Trend Micro Maximum Security.
2. Run the installer. Double-click the downloaded installer file to start. If you are not sure where to find it, it is likely in the Downloads folder.
3. Complete the setup. Follow the remaining prompts, then wait for the installation to complete. You may be prompted to enter some information; kindly provide it as needed.
4. Perform a manual update by clicking 'About the Software.' After checking for updates, the version number should be 17.8.1192.

Please let us know how it goes. Hope this helps!

Hi @rickmen​, 

Thank you for this. Since the issue is now working on your end, please monitor the situation for now while we wait for the fix in the next update.

Hi @giguerejeanmarc​ , 

The troubleshooting steps conducted on your computer have provided a solution that identifies the root cause of the issue. To prevent this from recurring, the identified solution will be implemented through an upcoming update. This way, the steps involving the replacement of the system configuration won't be necessary for all devices experiencing the same issue in the future.

Hi @lourosati​, 

The fix will be included in the next update; currently, it is being worked on from our end.

Thank you for your understanding!

Hi @giguerejeanmarc​, 

We're actively working on it and truly appreciate your patience. Rest assured, if there are any updates or changes, we'll make sure to keep you in the loop. If you have any more questions or concerns, feel free to drop us a line. Cheers!

Hi @giguerejeanmarc​ , 

The logs gathered on your device have already been submitted to our developers for investigation. Please wait for the findings, and rest assured, we will provide you with details as soon as possible.

Thanks for your patience!

Hi @giguerejeanmarc​, 

Thanks a lot for your cooperation in resolving this issue. We'll keep you posted with an update here as soon as we can. Appreciate your patience!

Hi @scott_lewins,

Welcome to Trend Micro Users Community!

Just wondering, have you given a shot at temporarily disabling Trend Micro to see if that helps with the computer lag? If you haven't, you can do that by visiting How to temporarily disable protection on Windows

Let us know how it goes!

Hi @giguerejeanmarc​, 

May we ask if we can perform troubleshooting on your computer and collect debug logs in case it needs to be forwarded to our development team?

Awaiting your response. Thanks!

Hi @giguerejeanmarc,

I can say that it's not normal behavior. Can you check the CPU usage to see if Trend Micro is at a high level? Can you check it out? ​ 

To check for high CPU usage on a computer, you can use the following methods:

1. Open the Task Manager using these keys Ctrl + Shift + Esc
2. Go to the "Performance" tab.

The CPU usage will be displayed as a graph; if the computer has high CPU usage, the chart will be primarily red.

I hope to hear from you!