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Visje
Level 9
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Message 131 of 151

Re: mmsshost.exe is using 77% of RAM

besoindaide: the message was to ask for remote access to my computer, which I refused.

Like you said in your follow up, finally after months a tech gets the order to solve this issue, but he is starting all over again. You already sent your logs. Remote access yo my machine is a real "No! No!".

(as for my own test 'till now: Defender and Malware Bytes are running smoothly, but because I paid so much money for McAfee, and because I use it for so many years (nostalgic), some part of me still want to use McAfee, but the point of release is closing in fast )

Re: mmsshost.exe is using 77% of RAM

Hi Visje, sorry for the delay I was quite busy those last days. Thanks for your comment, clear to me and I understand.

Re: mmsshost.exe is using 77% of RAM

I herewith agree with ‘Visje’ and specially because he was/is very active on this specific forum.

When I first mentioned the possible answer to this issue, he did say that he tried himself the same tool and that after a week or so, the issue reappeared. Therefore I understand his frustration over the lack of response from McAfee.

Personally, I have been in contact with another McAfee technician (Selvan), provided him logs when the issue was present. It has costed me ages to gather the info, since the Laptop was almost not responded due to the issue. And guess what, after my last posting (with additional logs), I have not heard anymore from him! No thanks, no feedback, … nothing for many weeks!

And today we got a new Technician who is not aware of the whole mailing that customers have exchanged on this forum for months by now. Success to all of us.

And by the way, like I said last week, I still monitor the Laptop for the second week now, after having used the removal tool (see previous mails), and I still can confirm, at least right now, that the mmsshost.exe is NOT making any problem. Hopefully will continue like this.

Re: mmsshost.exe is using 77% of RAM

Just for information, after an other week without any recurring issue (so far!).

The situation today is for me as this:

1- I got a PC workstation, running the same win10 s/w and McAfee application. This unit was never and still is not affected.

2- I also have a laptop with same s/w versions, this is the one that got affected from the win10 creator update. As soon as the update was running, the McAfee issue started from early December with mmsshost hanging up as high as 90%+.

From the time I ran that piece of s/w provided by a McAfee tech (the SubDBFix.exe) on the laptop, the issue has not yet reoccured for almost three weeks by now. It looks like this is only valid for a direct McAfee subscription and not for s/w installed as part of a bundle.

Next week, I will uninstall completely the McAfee Total Protection s/w from the laptop and then reinstall it just for the fun, and see if the issue reoccurs or not!

Reliable Contributor selvan
Reliable Contributor
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Message 135 of 151

Re: mmsshost.exe is using 77% of RAM

Those who are still facing the problem please try the below command and post back the output.

  1. Open a command prompt as an Administrator
  2. Type powercfg /a and hit Enter
  3. This should list out the supported Sleep states
  4. Post back the outcome for further investigation

Re: mmsshost.exe is using 77% of RAM

The following sleep states are available on this system:
Standby (S3)
Hibernate
Hybrid Sleep
Fast Startup

The following sleep states are not available on this system:
Standby (S1)
The system firmware does not support this standby state.

Standby (S2)
The system firmware does not support this standby state.

Standby (S0 Low Power Idle)
The system firmware does not support this standby state.

Re: mmsshost.exe is using 77% of RAM

Sorry for the delay! I publish two results: the 1st one is on the PC Workstation and the 2nd one is on the Laptop (where I mentioned the issue). See comments.

---------------------------------------------------------------------------------------------------------------------

The following sleep states are available on this system (WORKING PC Workstation on which the McAfee issue never occurred):

    Standby (S3),     Hibernate,     Hybrid Sleep,     Fast Startup

 The following sleep states are not available on this system:

    Standby (S1) :         The system firmware does not support this standby state.

    Standby (S2):         The system firmware does not support this standby state.

    Standby (S0 Low Power Idle):         The system firmware does not support this standby state.

 ---------------------------------------------------------------------------------------------------------------

The following sleep states are available on this system (Laptop on which the McAfee issue occurred):

    Standby (S3),    Hibernate,     Hybrid Sleep,    Fast Startup 

The following sleep states are not available on this system:

    Standby (S1):         The system firmware does not support this standby state.

    Standby (S2):         The system firmware does not support this standby state.

    Standby (S0 Low Power Idle):         The system firmware does not support this standby state.

Therefore, two different systems (one working and the other one having the issue) but exactly the same parameters.

 

Re: mmsshost.exe is using 77% of RAM

By the way, reference to the last note of my previous mail ("Next week, I will uninstall completely the McAfee Total Protection s/w from the laptop and then reinstall it just for the fun, and see if the issue reoccurs or not"), I have done it yesterday April 11, but took first the following into consideration: 

> on my working PC, the McAfee s/w was set with language 'en-us' and on the 'failing' laptop, 'en-gb'. Why, I do not know. Therefore, I uninstalled the McAfee Total protection s/w fully, then re-installed it but this time with the langage set to 'en-us'. You never know, even if this looks 'stupid'<

 En so far, mmsshost issue has not yet re-appeared after the 2nd day (cpu rate between 6 to 15%). Again, from the time I used this tool (SubDBFix.exe)

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Moderator ymdfarhan
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Message 139 of 151

Re: mmsshost.exe is using 77% of RAM

Hello Besoin

The link to the uninstall tool that you have mentioned is incorrect. The correct link is http://us.mcafee.com/apps/supporttools/mcpr/mcpr.asp which is the MCPR tool used to remove McAfee Consumer Products.

Also, I understand that the issue is resolved on your device, can you also check the version of McAfee installed and update me.

Open McAfee -> Go to Account ->  Open About

Regards
Farhan
Tier 2.5 Technician

Re: mmsshost.exe is using 77% of RAM

Hello Farhan, This is going to be a long message (sorry to all users) for the following reasons:

1st of all, the link you give us right now for the MCPR tool has already been communicated in January to the users that are having the issue. See the snapshot hierunder:

_______________________________________________________

McAfee Management Service host - VERY HIGH CPU USAGE

Peacekeeper wrote (11-jan-18 09:01) 

Uninstall via windows Programs and features then run  MCPR, Download the MCPR tool.

Reboot and follow the preparation steps for an install. Mcafee install preparation steps.

I found this completely resolved the issue for me. Thanks peacekeeper

----------------------------------------------------------------------------------------------------

However, this option did not work for everyone and that's why mails are growing up since Jan 11 (we are now passed mid-march).

Then a week ago, I had a chat session with one of McAfee Technician. We talked about the issue and he asked me to use the alternative tool (as mentioned at the end of the chat). Below is a summary of our chat session (I removed the name of the tech, but you can surely refer back to him via the session code):

________________________________________________________________________________________

McAfee LLC

Chat session.

Save your case number for further reference: 2416060770 

You are currently chatting with: xxxx (name removed and replaced by: xxx_McAfee LLC. 

11:29 AM  Besoindaide (me): From the last Windows 10 Creator update, I am having serious problems with the McAfee product and specially caused by the mmsshost.exe piece of software that freeze almost completely the laptop when starting up. This s/w is using up to 90% of the CPU usage.

 You are currently chatting with: xxx_McAfee LLC

11:30 AM            Xxx_McAfee LLC: thank you for contacting McAfee support. My name is Xxx_McAfee LLC. I'll be glad to assist you.

11:31 AM            Xxx_McAfee LLC: As I understand that, you are getting CPU utilization high due to McAfee, am I correct?

11:33 AM            Me: Absolutely correct. I have two pieces of equipment, one PC and one Laptop. PC under win10 creator runs fine, but the laptop is unusable due to mmsshost.exe hanging up on CPU at ±75 to 90%.

11:34 AM            Xxx_McAfee LLC: I totally understand your concern. Let me check your account details and see what best I can do.

11:35 AM            Xxx_McAfee LLC: I will be available throughout the chat session, to answer your queries. In case the session gets disconnected, we will call you back. However, if you don’t receive a call back within 15 minutes. Please contact us using the following link: https://service.mcafee.com. The Service Request Number for this chat session is 484570-2416060770.

11:35 AM            Xxx_McAfee LLC: Are you chatting with me from the computer where you are experiencing the issue?

11:36 AM            Me:  No, as I said, if I was using the laptop, we would not be able to chat as I have to wait 10's of minutes before the laptop reacts.

11:38 AM            Xxx_McAfee LLC:  what I would recommend you to is run a tool. McAfee Virtual Technician.

11:39 AM            Me: I did it already and many times. The MVT could not identify anything at all.

11:40 AM            Me: I saw that on the McAfee site for support and downloaded it immediately.

11:41 AM            Xxx_McAfee LLC: Then what we would recommend is uninstall and reinstall McAfee.

11:42 AM            Me: Again, I did it several times, completely uninstalled it, and re-installed the latest version. No success. Here I did use MCPR.

11:44 AM            Xxx_McAfee LLC:  you will have to use a tool to uninstall McAfee. The tool can be downloaded from the link "http://us.mcafee.com/apps/mdm/en-us/8.7_asp/getmcsubdbtool.asp". Please do use the tool to uninstall and reinstall.

11:45 AM            Me:  OK, but you need to know that I uninstalled it using similar tools that completely removed all hidden files (and checked that this was the case). Here I did use MCPR.

11:46 AM            Xxx_McAfee LLC:  I do understand, but try this with the tool in case you are still getting the issue. Please do contact back from the computer you are facing the issue.

-----------------------------------------------------------------------------------

and since that day, the laptop is running without that mmsshost issue (and I hope for always!)

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