Possible conflict with Dropbox and Trend Micro (Dropbox freezing)

Hi,

We tested a fix for the last two weeks over 30 PCs that has worked for us.  It was advised by Trend.  The core of the problem to me seems to be that because the Dropbox client is so file system and CPU intensive (across all cores) it is constantly causing red flags with the behaviour monitoring components of Trend and creating a vicious circle.

The below only exempts the specific executables, so you're Dropbox folders are still bein protected.

Add the following in the exclusion lists: 

C:\Windows\System32\DbxS​vc.exe 
C:\Program Files (x86)\Dropbox\Update\Dro​pboxUpdate.exe 
C:\Program Files (x86)\Dropbox\Client\Dro​pbox.exe

*Antivirus/Antispyware 
1) Go to your WFBS Services console 
2) Under the Devices tab, click the group of the endpoint where you want to apply the exclusion 
3) Click Configure Policy 
4) Under Antivirus/Anti-spyware, click exclusions 
5) Enable exclusions and include the path or file that you want to exclude 
6) Click Save and wait for the agents to be notified 
7) Verify that the file is excluded from being scanned 

*Behavior Monitoring 
1) Go to your WFBS Services console 
2) Under the Devices tab, click the group of the endpoint where you want to apply the exclusion 
3) Click Configure Policy 
4) Under Behavior Monitoring, enable behavior monitoring 
5) Add the full program path of the program/file that you want to exclude from scanning to the approved list 
6) Click Save and wait for the agents to be notified 
7) Verify that the file is excluded from being scanned 

After adding the files indicated above on the Antivirus/Antispyware and Behavior Monitoring exclusion list, then please restart the machine and continue monitoring. 

Hi all,

Thank's for flagging that this isn't fixed for all, we'll loop back to Trend Micro and discuss it further with them.

Can those still hitting the issue confirm that they are running Trend Micro Worry Free Business - and have our Smart Sync?

I'll update here again once we have more to share.

Many thanks.

Thank You..much appreciated. 

Unfortunately, this hasn't worked for us.  We have the issue on some machines (although not all) and for the affected PCs (my desktop included), the new patterns haven't solved it.

For information, I'm running pattern 14.295.00 ( updated 05/06/18 ) and Dropbox client v.51.3.65.  I set my client to autostart and it caused the PC to hang again, so I've now had to set it back to manual.

Hey mikemor22 - strange it's working on some PCs but not all. Assuming they're all under the same settings, we might need our tech team to investigate this further for you. Can you log a ticket on https://dropbox.com/support with the existing info so they can help investigate further?

You may also wanna do the same with Trend Micro as the issue was on their end. If you find any additional info that would be helpful to the community, feel free to post here!

Thanks

This is also still happening for me.

I'm using virus pattern 14.309 with dropbox 51.4.66

Thanks Ross,

We have also logged a ticket with Trend in Australia as we had same issue in our company which started approx . June 15th -  Look forward to any updates.

This was eventually fixed for me.  Trend had to gather a bunch of massive log files.  Unfortunately this all came after I sent one brand new PC back as the manufacter assumed it was a bad motherboard.  It wasn't until we got the 3rd PC that I dug deep and discovered Trend and Dropbox were causing the crash.

The difficult part of diagnosing this was that even after we unintalled Dropbox, the freezes continued.

Ever since July 2018 this appears to be resolved.