Client Management Problems

...The client computers and the server computer are on the same subnet and can communicate with each other (verified using ping).

Explanation: The computers are not visible on the network.

Solution: Make the computers visible on the network by enabling File and Print Sharing for Microsoft Networks in Network Connection.

Explanation: The settings in the Internet options may have been configured incorrectly.

Solution: Perform the following steps on the target computers:

1. If the user can download the client Setup files but cannot install the OfficeScan client, verify the following:

• The user has Administrator rights on the computer.

• The target computer meets the minimum system requirements for OfficeScan client installation.

• The computer runs a supported Windows operating system.

2. Open Internet Explorer and click Tools > Internet Options.

3. Click the Connections tab and select LAN Settings.

4. Disable Bypass proxy server for local addresses.

5. Click OK to save the changes.

6. Install the OfficeScan client again from the Web install page.

Explanation: Administrators or client users need to perform some tasks if the OfficeScan status is one of the following:

• The pattern file has not been updated for a while.

• Real-time Scan has been stopped or disabled.

• Client is disconnected from the server.

Solutions:

• If the pattern file has not been updated for a while, client users need to update components. From the Web console, you can 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.

• If Real-time Scan service has been stopped, users can manually start the service (OfficeScanNT RealTime Scan) from the Windows Services screen.

• If Real-time Scan has been disabled, enable it from the Web console (Networked Computers > Client Management > Settings > Real-time Scan Settings).

• Note: If you disable Real-time Scan for spyware/grayware but enable Real-time Scan for virus/malware, the Real-time Scan status on the client is "enabled" and the client icon is:
  

• If Real-time Scan has been disabled and the client is on roaming mode, users need to disable roaming mode first. After disabling roaming mode, enable Real-time Scan from the Web console.

• If the client is disconnected from the server, first 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:

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

• 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.

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

• 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 did not update on the server (for example, when the client is reloaded). You can try to redeploy the client.

Explanation and Solution: Refer to the following page: http://esupport.trendmicro.com/support/viewxml.do?ContentID=EN-123889&id=EN-123889

Explanation: If you deployed a large number of clients, connection time-outs between the client and server may occur possibly because of a restriction on the maximum number of simultaneous TCP/IP connections between hosts set in Microsoft Windows.

Solutions:

A. Increase the port range used for anonymous ports.

1. Open the Windows Registry Editor (Regedit.exe).

2. Locate the following path in the registry: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters

3. Click Edit > New > DWord value.

4. Type MaxUserPort in the Name column.

5. Click Edit > Modify.

6. Under Base, click Decimal.

7. Type a value in the Value Data field. The default value is 5000. Trend Micro recommends using a value higher than the total number of OfficeScan clients installed on your network. The acceptable range of values is 1 to 65534.

B. Decrease the default TCP timeout value.

1. Open the Windows Registry Editor (Regedit.exe).

2. Locate the following path key in the registry: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters

3. Click Edit > New > DWord value.

4. Type TcpTimedWaitDelay in the Name column.

5. Click Edit > Modify.

6. Under Base, click Decimal.

7. Type a value in the Value Data field. The default value is 240. Trend Micro recommends using a value lower than the default. The acceptable range of values is 30 to 300.

For more information about the registry keys MaxUserPort and TcpTimedWaitDelay, check the Microsoft knowledge base at: http://support.microsoft.com.

Details:

• Clients appear as offline on the Web console.

• The OfficeScan server cannot successfully notify clients of updates and configuration changes.

Solution: Pull updated components and configuration files from the server to the client with a scheduled update.

A. Before installing OfficeScan client on client computers:

1. Configure the client update schedule in Updates > Networked Computers > Automatic Update > Schedule-based Update.

2. Grant clients the privilege to enable scheduled update in Networked Computers > Client Management > Settings > Privileges and Other Settings > Privileges tab > Component Update Privilege.

B. If OfficeScan clients already exist on client computers:

1. Grant clients the privilege to perform "Update Now" in Networked Computers > Client Management > Settings > Privileges and Other Settings > Privileges tab > Component Update Privileges.

2. Instruct users to manually update components on the client computer (by right-clicking the OfficeScan icon in the system tray and clicking "Update Now") to obtain the updated configuration settings.

When clients perform an update, they will receive both the updated components and the configuration files.