Checking the Trend Micro Remote Manager Agent Connection

To ensure that Trend Micro Remote Manager can properly communicate with the Worry-Free Business Security server, verify the connection status of the Trend Micro Remote Manager Agent program.

  1. On the Trend Micro Remote Manager console, go to Customers > {customer} > {Worry-Free Business Security server name}.
  2. Click the TMRM Agent tab.
  3. Verify the connection status.

    Status

    Description

    Resolution

    Online

    The Agent is running normally.

    NA

    Abnormal

    The Agent appears offline and is not responding to the Remote Manager server, but has not sent a logoff request.

    This status can occur if the managed server did not shut down properly. Ensure that the managed server administrator is aware of this situation. Contact the administrator if necessary.

    Disabled

    This status is set manually from the console. When an Agent in disabled status, the Agent queries commands from the server every 10 minutes.

    Submit a command to enable the Agent.

    Offline

    The Agent closed normally after having sent a logoff request to the Remote Manager server. Typically, an Agent is in this status if a user has shut down the Agent service or the managed server has shut down.

    Ensure that the managed server administrator is aware that the server has shut down. Contact the managed server administrator if necessary.

    Unknown

    The Agent is not working normally.

    Remove the Agent and have the managed server administrator reinstall the Agent. Contact your support provider if this issue persists.

    Plug-in errors

    The console has detected errors in the Agent's service plug-in component.

    Remove the Agent and ask the managed server administrator to re-install the Agent. Contact your support provider if this issue persists.

    Unregistered

    The Agent has not registered to the Remote Manager server.

    The Agent may have not been installed or has not been able to communicate successfully with the Remote Manager server. Contact the managed server administrator.

    Version mismatch

    Incompatibility between the versions of any of the following components has been detected:
    • Agent

    • Remote Manager

    • Worry-Free Business Security (Standard and Advanced)

    Upgrade the Agent and the managed server. If this does not work, report this problem to the Trend Micro Data Center administrator.