Troubleshooting offline agents of Worry-Free Business Security Services (WFBS-SVC)

Support
Solution ID Last Updated
1059449 Date : 2013/09/19 Time:2:23 AM , (PST)


Product/Version Platform
Worry-Free Business Security Services - 5.3;Worry-Free Business Security Services for Dell - 5.3;
N/A - N/A

Problem Description

This procedure resolves the issue where the WFBS-SVC agent shows an offline status.

Solution

On the affected Windows computer where the WFBS-SVC agent is installed, make sure to have a good Internet connection and then do the following:
  1. Check the Windows/Router Firewall settings for any restrictions and do either of the following:
  2. Verify if the computer uses any proxy settings. Refer to this Microsoft article: How to configure Internet Explorer to use a proxy server.
  3. Open a command prompt, ping the WFBS-SVC servers, and press Enter. Below are the WFBS-SVC Servers:
    • US and other regions: wfbs-svc-nabu-aal.trendmicro.com
    • Europe/Middle East/Africa (EMEA) Region: wfbs-svc-emea-aal.trendmicro.com
    You should receive a successful result similar to below:
    Ping WFBS-SVC Servers
  4. On the command prompt, run the "tracert" command to the WFBS-SVC servers, and press Enter. You should receive a successful result similar to below:
    Tracert Command
  5. Click the Windows orb, type "services.msc" on the Search field, and press Enter.
  6. Check the following Trend Micro services and make sure they are started.
    • TrendMicro Client / Server Security Agent
    • TrendMicro Client / Server Security Agent Listener
    • TrendMicro Client / Server Security Agent Proxy Service
    • TrendMicro Client / Server Security Agent RealTime Scan
    • TrendMicro Anauthorized Change Prevention Service
    • TrendMicro Client / Server Security Agent Personal Firewall (if enabled)
  7. Restart the Trend Micro Client/Server Security Agent service. 
  8. Unload and reload the WFBS-SVC agent on the system tray. Refer to this article: Unloading the Client/Server Security Agent.
  9. Restart the machine.
If the issue still occurs, contact Trend Micro Technical Support and provide the Case Diagnostic Tool (CDT) log generated on the client computer.
For the instructions on how to get the CDT logs, refer to this solution: How to use the CDT to collect all the information needed by Trend Micro Technical Support.


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