Incorrect product license information appears in the Worry-Free Business Security (WFBS) console

Support
Solution ID Last Updated
1036425 Date : 2014/05/30 Time:6:44 AM , (PST)


Product/Version Platform
Worry-Free Business Security Standard/Advanced - 6.0, 7.0, 8.0, 9.0;
Windows - 2003 Standard Server Edition, 2003 Enterprise, 2008 Enterprise, 2008 Standard

Problem Description

The WFBS console still shows the old or incorrect license information even after you have renewed it or have used additional product licenses.

Solution

To resolve the issue:
  1. Log in to the WFBS console and go to Preferences > Product License.
    wfbs 8 product license
    Click image to enlarge.
    • For WFBS 8.0/9.0, click View detailed license online.
      • If the Refresh license information progress window automatically closes, do Steps 2-3.
        refresh license information
        Click image to enlarge.
      • If the message “Online status checking is not complete. Please check your network connection and try again” appears, do Step 4.
    • For WFBS 5.0/6.0/7.0, click Check Status Online.
      • If the “Check Status Online” progress window automatically closes, do Steps 2 - 3.
      • If the message “Online status checking is not complete. Please check your network connection and try again” appears, do Step 4.
  2. For U.S. customers: Call the Licensing Department hotline (+1-877-268-4847), then on your phone's keypad, press 2, 4, 3when prompted.
    For Australia/New Zealand customers: You may submit your licence inquiry to http://eticket.trendmicro.com/.
  3. Check if your license renewal was registered correctly in their database.
  4. Open a new browser window and then go to the Trend Micro Product Registration server.
    If you can access the Product Registration server, do Step 5.
    If you cannot access the Product Registration server, make sure that your proxy settings are correct.
    1. On your web browser menu, click Tools > Internet Options > Connections > LAN Setings.
      • If Use a proxy server for your LAN is checked, do Steps 4b - 4h.
      • If Use a proxy server for your LAN is unchecked, do Steps 4i - 4j.
    2. Note the address of the proxy server and its port number.
    3. Go back to the WFBS console and click Verify Proxy Settings to open the Global Settings page.
    4. Click the Proxy tab. The page will display the proxy configuration options.
    5. Tick the Use a proxy server for updates, online license renewal, and world virus tracking checkbox if it is unmarked.
    6. Type the information you noted from Step 4b.
    7. If the proxy server requires a password, type your username and password in the fields provided, and then click Save.
    8. Proceed to Step 5.
    9. On the WFBS console, click Verify Proxy Settings to open the Global Settings page.
    10. Make sure that the Use a proxy server for updates, online license renewal, and world virus tracking option is not selected.
  5. Click Preferences > Product License to check your license. The license information should now be updated or correct.
If the issue persists, contact Trend Micro Technical Support and provide the following:
  • Ofcdebug.log
  • Ofcserver.ini
  • IIS log
  • License key(s)


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