Required_Actions

Required Actions

Perform the necessary actions if the client icon indicates any of the following conditions:

Pattern File has not been Updated for a While

Client users need to update components. From the Web console, configure component update settings in Updates > Networked Computers, or grant users the privilege to update in Networked Computers > Client Management > Settings > Privileges and Other Settings > Privileges tab > Component Update Privileges.

Real-time Scan Service was Stopped

Users can manually start the service (OfficeScan NT RealTime Scan) from Microsoft Management Console by clicking Start > Run and typing services.msc.

Real-time Scan was Disabled

Enable Real-time Scan from the Web console (Networked Computers > Client Management > Settings > Real-time Scan Settings).

Real-time Scan was Disabled and Client is in Roaming Mode

Users need to disable roaming mode first. After disabling roaming mode, enable Real-time Scan from the Web console.

A Client Within the Corporate Network is Disconnected from the Server

Verify the connection from the Web console (Networked Computers > Connection Verification) and then check connection verification logs (Logs > Networked Computer Logs > Connection Verification).

If the client is still disconnected after verification:

1. If the connection status on both the server and client is offline, check the network connection.

2. If the connection status on the client is offline but online on the server, the server’s domain name may have been changed and the client connects to the server using the domain name (if you select domain name during server installation). Register the OfficeScan server’s domain name to the DNS or WINS server or add the domain name and IP information into the "hosts" file in the client computer’s <Windows folder>\system32\drivers\etc folder.

3. If the connection status on the client is online but offline on the server, check the OfficeScan firewall settings. The firewall may block server-to-client communication, but allow client-to-server communication.

4. If the connection status on the client is online but offline on the server, the client's IP address may have been changed but its status does not reflect on the server (for example, when the client is reloaded). Try to redeploy the client.

A Client Cannot Connect to a Smart Protection Server

1. Check if the following Computer Location settings have been configured properly:

• Reference servers and port numbers

• Gateway IP addresses

2. Check if the Smart Protection Server address on the standard or custom list of scan servers is correct.

3. Test if connection using the server address can be established. Also ensure that you click Notify All Clients after configuring the list. See Smart Protection Sources for details.

4. Check if the following configuration files on the Smart Protection Server and OfficeScan client are synchronized:

• sscfg.ini

• ssnotify.ini

5. Verify from the registry whether or not a client is connected to the corporate network.

Key: HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\iCRC Scan\Scan Server

• If LocationProfile=1, the client is connected to the network and should connect to a Smart Protection Server.

• If LocationProfile=2, the client is not connected to the network and should connect to the Smart Protection Network. From Internet Explorer, check if the client computer can browse Internet Web pages.

6. Check Internal Proxy and External Proxy settings used to connect to Smart Protection Network and Smart Protection Servers.