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A.
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The client may be unable to communicate with the server
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1.
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Verify if the server can ping the client, and vice versa.
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2.
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Check if the server can telnet to the client using the client communication port.
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3.
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Check if the client can telnet to the server using the server communication port (default is 8080 for OfficeScan, 8059 for CSM).
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4.
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Verify if the client can resolve the server's hostname:
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a.
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Open the client console then click Help > About.
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b.
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Note the information in the "Server name/port" field.
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c.
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Open a browser then type the following address:
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For OfficeScan: http://<servername>:<port>/officescan
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For CSM: http://<servername>:<port>/SMB/console
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Note: You may get a message saying you need to view the web console over a secure channel. This indicates that the connection was successful.
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B.
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The client's registry settings may be incorrect
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1.
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On the server machine, open the \PCCSRV\ofcscan.ini file in a text editor.
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2.
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Note the values of the following parameters:
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Master_DomainName
Master_DomainPort
Client_LocalServer_Port
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3.
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Open the Registry Editor (regedit.exe) on the client computer.
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Important: Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
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4.
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Open either of the following registry hives:
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HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion
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HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScanCorp\CurrentVersion
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5.
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Check the values of the following registry keys and modify as necessary:
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LocalServerPort – must have the same value as Client_LocalServer_Port
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Server – must have the same value as Master_DomainName
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ServerPort – must have the same value as Master_DomainPort
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C.
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You may not have the correct product license (OfficeScan only)
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1.
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Open the management console then go to the Summary page.
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2.
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Check if "Desktop/Server Antivirus" appears in the Activated services field.
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If only "Desktop Antivirus" or "Server Antivirus" appears, you can only manage the corresponding system type, i.e. only computers with desktop operating systems or server operating systems.
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D.
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The client may not have sufficient privileges to communicate with the server
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For OfficeScan 6.5/7.x/8.0:
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1.
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On the OfficeScan server, open a command prompt window.
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2.
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Go to the PCCSRV directory.
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3.
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Run the following commands:
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svrinst –setprivilege
svrinst –setvirdir
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4.
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If you are using SSL, run the following command:
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svrinst –enablessl
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For CSM:
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1.
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On the Security Server, open a command prompt window.
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2.
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Go to the PCCSRV directory.
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3.
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Run the following commands:
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svrsvcsetup –setvirdir
svrsvcsetup –setprivilege
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4.
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If you are using SSL, run the following command:
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svrsvcsetup –enablessl
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E.
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The Internet Information Services (IIS) settings may be incorrect
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1.
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Open the IIS Manager then expand [server name] > Web Sites > OfficeScan.
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2.
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Right-click the officescan virtual directory then select Properties.
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3.
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Click the Directory Security tab then click Edit under "Authentication and access control".
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4.
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Make sure that Enable anonymous access and Integrated Windows authentication are enabled.
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5.
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Make sure that the user name used is IUSR_<servername> and that Enable automatic password synchronization is selected.
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If you are using IIS 6.0 on Windows 2003:
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1.
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Open the IIS Manager then click [server name] > Application Pools.
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2.
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Click Action > New > Application Pool.
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3.
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Enter the following information:
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Application pool ID: OSCE
Application pool settings: Use default settings for new application pool
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4.
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Click OK.
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5.
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Right-click the OSCE application pool then click Properties.
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6.
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Click the Identity tab, then select Predefined and Local System.
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7.
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Click OK > Yes.
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8.
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Expand [server name] > Web Sites.
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9.
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Right-click the OfficeScan web site then click Properties.
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10.
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Click the Home Directory tab.
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11.
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Under Application Settings, click Remove to delete the existing settings.
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12.
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Click Create.
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13.
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Select OSCE for the Application pool, then click OK.
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F.
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Try to re-establish communication using autopcc.exe
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1.
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On the client computer, open My Network Places then access the <server name>\ofcscan folder.
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2.
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Double-click the autopcc.exe file.
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3.
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Open the management console then verify if the client now appears correctly.
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G.
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Try to re-establish communication using IpXfer.exe
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1.
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On the server machine, open the \PCCSRV\ofcscan.ini file in a text editor.
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2.
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Note the values of the following parameters:
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Master_DomainName
Master_DomainPort
Client_LocalServer_Port
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3.
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Copy the \PCCSRV\Admin\Utility\IpXfer\IpXfer.exe file to the OfficeScan Client folder on the client machine.
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4.
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On the client machine, open a command prompt window.
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5.
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Go the OfficeScan Client directory.
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6.
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Run the following command:
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IpXfer.exe -s servername -m 1 -p serverport -c clientport
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where:
servername is the Master_DomainName value
serverport is the Master_DomainPort value
clientport is the Client_LocalServer_Port value
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7.
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Open the management console then verify if the client now appears correctly.
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H.
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The Windows Firewall on the client may be blocking the communication ports
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1.
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On the server machine, open the \PCCSRV\ofcscan.ini file in a text editor.
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2.
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Note the values of the following parameters:
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Master_DomainPort
Client_LocalServer_Port
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3.
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On the client machine, click Start > Settings > Control Panel.
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4.
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Double-click Windows Firewall.
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5.
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Click the Exceptions tab then click Add Port.
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6.
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Enter the values of the Master_DomainPort and Client_LocalServer_Port using the TCP protocol.
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7.
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Restart the OfficeScanNT Listener service.
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8.
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Clear the Internet Explorer temporary internet files, offline content, and cookies.
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9.
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Open the management console then verify if the client now appears correctly.
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I.
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Change the client's domain
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1.
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Open the OfficeScan management console then click Clients.
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2.
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On the client tree, click Add.
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3.
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Type a name for the domain then click OK.
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4.
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Drag the client that has an offline or disconnected status to the new domain.
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5.
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On the client machine, restart the OfficeScanNT Listener service.
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6.
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Right-click the OfficeScan icon on the system tray then click Update Now.
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7.
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Refresh the management console then verify if the client now appears correctly.
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J.
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Verify if the client can resolve the server's hostname
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1.
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On the server machine, open the \PCCSRV\ofcscan.ini file in a text editor.
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2.
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Note the values of the following parameters:
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Master_DomainName
Master_DomainPort
Master_SSLPort
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3.
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On the client machine, open a browser then type the following address:
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For OfficeScan with SSL:
https://<servername>:<sslport>/officescan/cgi/cgionstart.exe
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For OfficeScan without SSL:
http://<servername>:<port>/officescan/cgi/cgionstart.exe
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where:
servername is the Master_DomainName value
port is the Master_DomainPort value
sslport is the Master_SSLPort value
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4.
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If the page displays "-2", the client can communicate with the server.
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K.
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The server's database may be corrupted
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1.
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On the OfficeScan server, stop the OfficeScan Master Service.
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2.
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Open the \PCCSRV\HTTPDB folder then move its contents to a temporary folder.
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3.
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Start the OfficeScan Master Service
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4.
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Restart the OfficeScanNT Listener service on the client, or restart the computer.
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5.
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Open the management console then verify if the client now appears correctly.
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L.
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The CGI folder may be missing after upgrading to OfficeScan 7.x
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1.
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On the OfficeScan server, open the \PCCSRV\Web folder then verify if the CGI folder exists.
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2.
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If it does not exist, do the following:
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a.
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Download the OfficeScan installer file then extracts its contents to a temporary folder.
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b.
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Copy the \output\_wgroup\Web\CGI folder from the extracted files to the \PCCSRV\Web folder on the OfficeScan server.
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c.
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Restart the OfficeScan Master Service.
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d.
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Open the management console then verify if the client now appears correctly.
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If the issue persists after following the procedures above, do the following:
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1.
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Note down the following:
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a.
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When did the issue first occur? Was it working properly before?
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b.
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How many clients are managed by your server?
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c.
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How many clients and what operating systems are affected? Do some clients show up properly in the management console?
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d.
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Are the clients on the same local area network as the server? Are there any proxies/firewalls/NATs between them?
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2.
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Use the Case Diagnostic Tool to collect debugging information. Run it once on both the server and the affected client
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3.
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Collect IIS logs from the server:
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a.
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Open the IIS Manager then expand [server name] > Web Sites > OfficeScan.
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b.
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Right-click the OfficeScan web site then click Properties.
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c.
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On the Web Site tab, select Enable logging then click Properties.
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d.
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Configure the log settings as necessary then click OK.
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e.
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Copy the log files in the location you selected (the default location is %WinDir%\System32\LogFiles\W3SVC1).
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4.
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Collect the ofcscan.ini files from both the server and client machines. Rename the ofcscan.ini from the client to ofcscan-client.ini.
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5.
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Export either of the following registry hives in the client:
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HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion
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HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScanCorp\CurrentVersion
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6.
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Send all the information above to Trend Micro Technical Support. For Premium Support customers, log a case in Premium Support Online, or contact your Technical Account Manager.
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Related solutions:
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•
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Troubleshooting guide for clients incorrectly appearing as “Offline,” or not showing the correct pattern file or scan engine on the management console
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•
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The OfficeScan 7.0 client appears offline when the Microsoft Personal Firewall is running
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Clients with more than one Network Interface Card (NIC) show up as offline and do not update
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