Solutions to Issues Indicated in OfficeScan Client Icons Parent topic

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

Pattern File Has Not Been Updated for a While Parent topic

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

Real-time Scan Service Has Been Disabled or is Not Functional Parent topic

If the Real-time Scan Service (OfficeScan NT RealTime Scan) has been disabled or becomes non-functional, users must start the service manually from Microsoft Management Console.

Real-time Scan was Disabled Parent topic

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

Real-time Scan was Disabled and an OfficeScan Client is in Roaming Mode Parent topic

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

An OfficeScan Client is Connected to the Network but Appears Offline Parent topic

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 OfficeScan client is still offline after verification:
  1. If the connection status on both the server and OfficeScan client is offline, check the network connection.
  2. If the connection status on the OfficeScan client is offline but online on the server, the server’s domain name may have been changed and the OfficeScan 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 OfficeScan 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 OfficeScan client is online but offline on the server, the OfficeScan 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 OfficeScan client.

Smart Protection Sources are Unavailable Parent topic

Perform these tasks if a client loses connection with smart protection sources:
  1. On the web console, go to the Computer Location screen (Networked Computers → Computer Location) and check if the following computer location settings have been configured properly:
    • Reference servers and port numbers
    • Gateway IP addresses
  2. On the web console, go to the Smart Protection Source screen (Smart Protection → Smart Protection Sources) and then perform the following tasks:
    1. Check if the Smart Protection Server settings on the standard or custom list of sources are correct.
    2. Test if connection to the servers can be established.
    3. Click Notify All Clients after configuring the list of sources.
  3. Check if the following configuration files on the Smart Protection Server and OfficeScan client are synchronized:
    • sscfg.ini
    • ssnotify.ini
  4. Open Registry Editor and check if 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 OfficeScan client is connected to the network and should be able to connect to a Smart Protection Server.
    • If LocationProfile=2, the OfficeScan client is not connected to the network and should connect to the Smart Protection Network. From Internet Explorer, check if the OfficeScan client computer can browse Internet web pages.
  5. Check internal and external proxy settings used to connect to Smart Protection Network and Smart Protection Servers. For details, see Internal Proxy for OfficeScan Clients and External Proxy for OfficeScan Clients.
  6. For conventional scan clients, verify that the OfficeScan NT Proxy Service (TmProxy.exe) is running. If this service stops, clients cannot connect to smart protection sources for web reputation.