Troubleshooting

Troubleshooting

Web Console Access

Problem:

The Web console cannot be accessed.

Solutions:

Perform the following steps:

  1. Check if the computer meets the requirements for installing and running Trend Micro Security server. For details, see Server Installation Requirements.

  2. Check if the following services have been started:

  3. Collect debug logs. Use 'error' or 'fail' as keyword when performing a search on the logs.

  4. Check the Trend Micro Security registry keys by navigating to HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\TMSM.

  5. Check the database files and registry keys.

    1. Check if the following files exist under C:\Program Files\Microsoft SQL Server\MSSQL.x\MSSQL\Data\:

    2. Check if the Trend Micro Security database instance on the Microsoft SQL server registry key exists:

  6. Send the following to Trend Micro:

  7. Restart the Trend Micro Security services.

    1. Navigate to the <Server installation folder>.

    2. Double-click restart_TMSM.bat. Wait until all the services have restarted.

  8. The Trend Micro Security (for Mac) service should always be running. If this service is not running, there may be a problem with the ActiveMQ service.

    1. Back up ActiveMQ data in C:\Program Files\Trend Micro\OfficeScan\Addon\TMSM\apache-activemq\data\*.*.

    2. Delete the ActiveMQ data.

    3. Try to restart the Trend Micro Security (for Mac) service by double-clicking restart_TMSM.bat.

    4. Try to access the Web console again to check if the access problem has been resolved.

Server Uninstallation

Problem:

The following message displays:

Unable to uninstall the plug-in program. The uninstallation command for the plug-in program is missing in the registry key.

Solution:

  1. Open registry editor and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\AoS\OSCE_Addon_Service_CompList_Version.

  2. Reset the value to 1.0.1000.

  3. Delete the plug-in program registry key; for example, HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\AoS\OSCE_ADDON_xxxx.

  4. Restart the OfficeScan Plug-in Manager service.

  5. Download, install, and then uninstall the plug-in program.

Client Installation

Problem:

The installation was unsuccessful. The installation package (tmsminstall.mpkg.zip) was launched using an archiving tool not built-in on the Mac or through an unsupported command (such as unzip) issued from a command-line tool, causing the extracted installation files to become corrupted.

Solution 1:

Remove the extracted folder (tmsminstall.mpkg) and then launch the installation package again using a built-in archiving tool such as Archive Utility.

 

Launching the package using Archive Utility

You can also launch the package from the command line by using the following command:

ditto –xk tmsminstall.mpkg.zip <destination folder>

Solution 2:

Set the correct permission to execute tmsminstall.mpkg.

  1. Open the Terminal utility.

  2. Change to the directory where tmsminstall.mpkg is located.

  3. Type the following:

  4. $ chmod +x tmsminstall.mpkg\Contents\Resources\integritycheck

  5. Retry the installation.

Client Troubleshooting

Problem:

An error or problem was encountered on the client.

Solution:

Run the Trend Micro Security Debug Manager to collect data that may help resolve the error or problem.

To run the tool, open <Client installation folder>/Tools and launch Trend Micro Debug Manager. Follow the on-screen instructions in the tool to successfully collect data.