Troubleshooting

This section helps you troubleshoot issues that may arise while using the Worry-Free Business Security Services web console and Security Agent.

Incorrect Number of Endpoints on the Web Console

You may see that the number of endpoints displayed on the web console is incorrect.

This happens if you retain endpoint records in the database after uninstalling the Security Agent. For example, if endpoint-server communication is lost while uninstalling the Security Agent, the server does not receive notifications about the uninstallation. The server retains endpoint records in the database and still shows the endpoint information on the web console. When you reinstall the Security Agent, the server creates a new record in the database and on the web console.

Note:

For more information, see Configuring General Settings.

Security Agent Does Not Appear on the Web Console After Installation

You may discover that the Security Agent does not appear on the Worry-Free Business Security Services web console after you install the Security Agent. This happens when the Security Agent is unable to report to the server.

The following table describes the tasks you can perform to verify the connection between the endpoint and the web console. If the issue persists, contact your support representative.

Location

Task

Worry-Free Business Security Services web console

  • Verify that your license have enough seats

Endpoint

  • Verify that the endpoint and the Security Agent can connect to the Internet

    If you have limited bandwidth, check if connection timeout occurs between the Security Agent and the Internet.

  • Verify that Trend Micro services are running on the endpoint.

  • Check that the Security Agent installation process was followed correctly.

    For more information, see Installation.

Issues During Migration from Other Antivirus Software

This section discusses some issues you may encounter when migrating from third-party antivirus software.

The Security Agent installer uses the uninstallation program of the third-party software to automatically remove the existing software. If automatic uninstallation is unsuccessful, the following errors might occur:

Error

Possible Causes

Possible Solutions

Uninstallation Unsuccessful.

  • The third-party software's version number or product key is inconsistent.

  • The third-party software's uninstallation program is not working.

  • Certain files for the third-party software are either missing or corrupted.

  • The registry key for the third-party software cannot be cleaned.

  • The third-party software has no uninstallation program.

  • Manually remove the third-party software.

  • Stop the service for the third-party software.

  • Unload the service or process for the third-party software.

If the issue persists, contact your support representative.