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BradCoe
BradCoe
New Participant
October 16, 2016
Question

High CPU usage from Adobe's Genuine Software Integrity Service

  • October 16, 2016
  • 4 replies
  • 21472 views

Adobe's Genuine Software Integrity Service is constantly running at 30-40% CPU usage (on a two CPU system) and leading to my laptop battery draining and difficulty running other applications.

I uninstalled both my copy of CS3 (work licenses) and Creative Cloud (personal copies of photoshop and lightroom) after my CS3 licenses stopped working this weekend (and would not repair successfully using the repair tool, perhaps an unrelated issue).  Uninstalling CS3 did not fix the problem, but uninstalling Creative Cloud fixed the problem temporarily.  The symptom returns as soon as I reinstall creative cloud.  My most recent install attempt was yesterday afternoon (Oct 15).

Checking adboegc.log did not reveal any entries corresponding to high CPU usage. There are clusters of log entries which seem normal; however there were none for today (Oct 16th) despite 4+ hours of the service running at full CPU.

I have since uninstalled Creative Cloud again so that I can use my laptop for other work.

System: Windows 10 Pro (with Anniversary Update and all updates as of yesterday)

I have searched the forums and seen some similar issues but nothing seems to match exactly.

Does anyone know if this is a known bug or if there is a workaround here?

    This topic has been closed for replies.

    4 replies

    B
    blars62
    Participating Frequently
    April 13, 2017

    I am having a similar problem, and it's very frustrating given that I pay Adobe for these tools every month!

    These three adobe processing are chewing up 99% of my CPU: 

    --Adobe Genuine Software Integrity Service

    --Adobe GC Client Application

    --AAM Updates Notifier Application

    Note that I am running this on in Windows on my Macbook via VMWare Fusion, and I did recently change the processors allocated to Windows from "2" to "1".  Maybe that has something to do with it.  But these Adobe processes are dragging WIndows to a halt, and I shouldn't have to spend so much time wrangling with Adobe system software.  (And leaves me with a sour taste in my mouth for Adobe software, which seems to bloat my system).

    Sorry to be crabby, I just don't like paying for tools that take so much time to maintain!  Please suggest a way that I can keep these Adobe processes from chewing up my system.

    -Brad

    H
    Hutcho
    Participating Frequently
    November 23, 2016

    Hi,

    I found the installation log file, but I have tried three separate programs to unzip it without success.

    Any ideas?

    Mark

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    November 23, 2016

    Mark the installation logs are stored in gzip format.  Any utility for Windows that can open a gzip file should work.

    H
    Hutcho
    Participating Frequently
    January 17, 2017

    Hi,

    I have finally had an opportunity to look at this issue again. I need to do some work asap (volunteer work) , but alas still cannot get this software to install.

    I also had some luck with the opening of the log file.

    As per the helpdesk page, the three items cannot be found.

    This is so frustrating. How can software work one day and not the next and then it cannot be installed. I have wasted so much of my time on this.

    I have a box on my desk named Creative Suite 3 and it is currently useless.

    Is there anything else I can try.

    Of course in the background is the "Adobe Genuine Software Integrity service" running in the background chewing up 25% of my CPU and probably shortening the life of my PC as it heats up!

    Regards

    Mark

    H
    Hutcho
    Participating Frequently
    November 21, 2016

    Once I have tried installing the software again, it runs the "Adobe Genuine Software Integrity Service" and cripples my PC.

    What has changed for this to happen!!!??

    Now an unhappy customer!

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    November 21, 2016

    Mark what error messages are you seeing in the installation logs?  You can find details in post #8 of this discussion on how to locate your installation log error.  You are welcome to post any specific errors you are seeing in the log.

    T
    Community Manager
    Tariq AhmadCommunity Manager
    Community Manager
    October 17, 2016

    Hi BradCoe ,

    Sorry for the inconvenience.

    I have sent you a private message, would you respond back with the requested information.

    Regards,

    Tariq Dar.

    H
    Hutcho
    Participating Frequently
    October 28, 2016

    I am having the same problem.

    I also have CS3 and cannot even get that to work anymore. Something has changed in the last month or so which has created this problem.

    I have to go in to the Task Manager to stop this ridiculous background program which constantly chews up the resources.

    Please help as I am extremely frustrated!!

    Mark

    H
    Hutcho
    Participating Frequently
    November 3, 2016

    Hi Jeff,

    I thought I would jump back in here.  I sent some additional information as well as some logs on to Tariq who is having someone in the product team review.  I am awaiting a reply but in the meantime I thought I would post the additional information here with some updated findings.

    Perhaps Marks issues are similar....

    Here is a slightly edited version of the information I sent to Tariq

    I completely uninstalled all Adobe software on my system (including CS3 and acrobat reader) before testing:

    The issue with the Adobe Genuine Software Integrity Service issue appears specific to my personal Creative Cloud Install (I have uninstalled and reinstalled all components in various combinations).

    After the initial install of creative cloud everything looks ok until I reset the system and then Adobe Genuine Software Integrity Service (32 bit) starts up again and is the top CPU user on an otherwise idle system.

    After reinstalling creative cloud my system the following happens:

    Creative Cloud (32 bit) 10-20% CPU Starts at 400MB RAM climbs to > 1GB then resets itself and starts as a new process.

    AGSSService.exe 12-16% CPU, 3.1MB RAM

    When I check the Creative Cloud process with process explorer the sub-process “Adobe Desktop Service.exe” seem to be the culprit using the majority of the CPU and RAM of the Creative Cloud Process.

    Also every time the “Adobe Desktop Service.exe” reaches ~ 1.2GB and restarts as a new process AGSSService.exe spikes to 30% CPU usage for a few minutes.

    My System Information is as follows:

    64 bit version of Windows 10 Pro 1607 Build # 14393.31

    Intel Core i5 M560 2.67 GHz with 8GB RAM and an Intel 160GB X25-M SSD (A Lenovo X201)

    Since then

    I completely uninstalled all Adobe software from my system again (I am currently running no adobe products).

    However....  Today I was using my laptop unplugged and noticed that my battery drained far too quickly.  I then checked and AGSSService.exe was running in the background using ~18% CPU (I tracked it for an hour and it kept running.  I have since deleted the Adobe Genuine Software Integrity folder and checked for all registry keys and task scheduler events that were initializing it.  I haven't reset my computer so I am not sure if it will reinitialize itself or if it was a residual from my most recent failed attempt to use my creative cloud software (which I uninstalled within hours). In contrast creative cloud on my mac is running fine.

    So currently I have zero Adobe programs on my PC laptop. But AGSService.exe was still reducing my system to a nearly unusable state.

    Cheers,

    Brad


    Yes, that sounds familiar.

    I cannot even re-install CS3 now except for Adobe Acrobat Professional. Everything else fails.

    It worked perfectly well until something changed about 4-6 weeks ago...

    Mark

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