Agent Issues

Whenever you move your mouse over the system tray icon, it displays a status message that indicates whether the Agent is functioning normally or not.

Table 1. Status messages displayed by the Agent’s system tray icon

Message

Description

Unknown error encountered. Check the system or restart the Agent.

Unknown error encountered. Check the system or restart the Agent.

Unexpected errors, typically system errors, are preventing the Agent from functioning properly.

Resolution:

Check the managed server for low memory or other system problems.

Unable to register with the remote server.

The GUID you provided may be incorrect or there may be a network issue.

Resolution

There are two situations that may cause this:
  • Verify that you have used the correct GUID. See Managing the Worry-Free Business Security Server to find the correct GUID on the Remote Manager web console.

  • If the network has an issue, the Agent cannot connect to the server. Check the network connection between Worry-Free Business Security (Standard and Advanced) server and the Trend Micro Remote Manager server.

Unable to connect to the remote server.

The managed server may be experiencing Internet connectivity problems.

Resolution

Check Internet connectivity on the managed server. Also, check the Agent’s proxy settings and the specified server address and port.

Agent disabled by Remote Manager.

The Agent has been temporarily disabled through the Remote Manager web console.

Resolution

Enable the Agent through the Remote Manager web console.

Agent does not match the Client Server Messaging Security (CSM).

The Client Server or Client Server Messaging Security Suite and Agent versions do not match.

Resolution

Upgrade the Client Server or Client Server Messaging Security Suite server to the latest version and install the latest Agent.

Agent service stopped.

Agent has logged off from Remote Manager.

Resolution

Start the Agent service by right-clicking the Agent system tray icon and clicking Start Service.

Unable to load components. You may need to reinstall the Agent.

The Agent encountered problems while loading some components.

Resolution

First try restarting the Agent service by right-clicking the Agent system tray icon and clicking Restart Service or Start Service. If this does not work, uninstall and then reinstall the Agent. Make sure you use the same GUID.