Trend-Micro Officescan and Add-in-express

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Trend-Micro Officescan and Add-in-express
Add-in is slow with Trend-micro 
Bargholz Thomas




Posts: 236
Joined: 2006-12-18
Hi,

We have an add-in for Outlook. One of our customers have Trend-Micro Officescan anitvirus installed.
When Officescan antivirus is enabled, Outlook is extremely slow in starting up, with our add-in.
If Officescan or our add-in is disabled, startup speed is as expected.
One other thing we have noticed, is that adxloader.log is not created with Officescan running.
So it appears that Officescan somehow slows down the loading of our add-in, causing Outlook to start slowly.

Do you have any knowledge or advice regarding how to handle antivirus interferring with an add-in?

Regards,
Thomas
Posted 06 Jun, 2017 04:19:23 Top
Andrei Smolin


Add-in Express team


Posts: 14094
Joined: 2006-05-11
Hello Thomas,

Does the issue persist if you test the add-in created using a new empty add-in project?

Does the antivirus creates any record in its logs?

Do you have a certificate? If so, please check if the issue persists when your add-in is signed as described in section Signing an add-in, see the PDF file in the folder {Add-in Express}\Docs on your development PC.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 06 Jun, 2017 05:03:02 Top
Bargholz Thomas




Posts: 236
Joined: 2006-12-18
We've tried with adding a signature, but that din't change anything.

We have however notied that memory usage is very high in Outlook,a and increases over time untill restart of Outlook.
So we profiled the memory usage with Redgate ANT Memory profiler, and it's the Trend Micro UMH engine (the anti-ransomware engine) which is taking up all the memory. So it appears it's a memory leak in there somewhere.

It also appears that this particular part of Trend Micro OfficeScan is known to cause hangs and crashes in Office apps, as per this article on the Trend Micro homepage: https://success.trendmicro.com/solution/1116063-isolating-the-problem-for-the-user-mode-hooking-umh-module-in-officescan-osce

Do you (or any other user of this forum) have any experience in working around the issues with Trend Micro?

Regards
Thomas
Posted 06 Jul, 2017 07:39:53 Top
Andrei Smolin


Add-in Express team


Posts: 14094
Joined: 2006-05-11
Hello Thomas,

[quote]Bargholz Thomas writes:
Do you (or any other user of this forum) have any experience in working around the issues with Trend Micro? [/quote]

No, we have no such experience. This thread is the only one mentioning that antivirus on our site and in our mail archives.

Bargholz Thomas writes:
One other thing we have noticed, is that adxloader.log is not created with Officescan running.[/quote]

Maybe, it allows some locations only? If so, try to move the log to another location, say, to the Temp folder in the user's profile.

Have you tried adding debug messages to your code and using the DebugView utility to collect them at run time? Does the delay occurs while the loader loads the add-in or while the add-in initializes itself?

[quote]Bargholz Thomas writes:
So we profiled the memory usage with Redgate ANT Memory profiler, and it's the Trend Micro UMH engine (the anti-ransomware engine) which is taking up all the memory. So it appears it's a memory leak in there somewhere.[/quote]

These symptoms... I suggest that you write to the vendor.

If the Add-in Express loader adds to the issue and they point us to why this occur, we would modify its code.

Regards from Belarus (GMT+3),

Andrei Smolin
Add-in Express Team Leader
Posted 06 Jul, 2017 08:35:36 Top