Troubleshooting

If a plug-in program does not display, check the Plug-in Manager update source. On the Web console, go to Updates > Server > Update Source.

A. Trend Micro ActiveUpdate server

If the update source is the ActiveUpdate server, a plug-in program may not display for the following reasons:

1. At the time you install Plug-in Manager, Trend Micro has not released any plug-in program yet. Please note that plug-in program release is independent of OfficeScan or Plug-in Manager release.

Plug-in Manager checks the ActiveUpdate server for any available plug-in program and automatically displays any new program on the Plug-in Manager screen.

To confirm a plug-in program's release date and for more information about specific plug-in programs, contact your Support provider.

2. There are plug-in programs available on the ActiveUpdate server but:

3. The server computer cannot connect to the Internet. Plug-in Manager requires Internet connection so it can download the plug-in program package from the ActiveUpdate server.

4. If the server computer connects to the Internet through a proxy server, make sure Internet connection can be established using the proxy settings.

5. Restart the OfficeScan Plug-in Manager service after Internet connection is established.

6. There are problems with the Plug-in Manager component list, OSCE_AOS_COMP_LIST.xml,  found under the \PCCSRV folder on the server computer.

The component list provides information on the plug-in programs that Plug-in Manager should display on the console and is downloaded by Plug-in Manager from the ActiveUpdate server. Plug-in Manager polls the ActiveUpdate server for the component list every 24 hours and downloads any new version.

To manually trigger Plug-in Manager to download the component list, perform the following steps:

• Open registry editor and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\
  AoS\OSCE_Addon_Service_CompList_Version.

• Reset the value to 1.0.1000.

• Delete the plug-in program registry key HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\
  OfficeScan\service\AoS\OSCE_ADDON_xxxx.

• Restart the OfficeScan Plug-in Manager service.

B. An update source other than the ActiveUpdate server

When the update source is not the ActiveUpdate server (either Other update source or Intranet location containing a copy of the current file), a plug-in program may not display for the following reasons:

1. The server computer cannot connect to the update source.

• Make sure there is functional connection between the server computer and the update source.

• If you use Other update source and you have specified multiple update sources, make sure the server computer can connect to the first update source on the list. If the server computer cannot connect to the first update source, it does not attempt to connect to the other update sources.

• Restart the OfficeScan Plug-in Manager service when connection to the update source is established.

2. The server computer can connect to the update source but the update source does not contain the plug-in program packages or the latest component list (OSCE_AOS_COMP_LIST.xml). The component list provides information on the plug-in programs that Plug-in Manager should display on the console.

3. If the update source obtains updates from the Trend Micro ActiveUpdate server:

• Verify that the update source can successfully connect to the ActiveUpdate server. Check if the update source has Internet connection and, using ping command, can connect to http://osce8-p.activeupdate.trendmicro.com/activeupdate. If connection is successful, refer to A. Trend Micro ActiveUpdate server above for additional reasons why the plug-in program does not display.

Restart the OfficeScan Plug-in Manager service when connection to the ActiveUpdate server is established.

1. If connection to the ActiveUpdate server can be established but the update source does not have the latest component list and plug-in programs, there may be problems synchronizing the content between the update source and the Trend Micro ActiveUpdate server. Contact your Support provider for assistance.

2. If you have other methods of obtaining the plug-in program packages and component list, make sure the update source contains the latest version of the component list and packages.

Restart the OfficeScan Plug-in Manager service after the component list and packages are downloaded to the update source.

Setting up your own update source may be a complicated process and problems specific to your computing environment may be the actual cause of an error. Contact your Support provider if you need further assistance.

 

Below are Plug-in Manager and plug-in program error messages and solutions. If you are unable to resolve a problem after referring to the solutions, please contact your Support provider.

Message	Solution
During download
Plug-in Manager was unable to download a plug-in program. An ActiveUpdate error occurred.	Perform any of the following steps: Verify that the network connection is functional, and then try again. Check the update source in Updates > Server > Update Source. If the update source is the ActiveUpdate server, go to {OfficeScan installation folder}\PCCSRV and open the OSCE_AOS_COMP_LIST.xml file. Check if this file contains the plug-in program you attempted to download. If OSCE_AOS_COMP_LIST.xml contains the program, download the plug-in program again. If downloading fails again, contact your Support provider. If OSCE_AOS_COMP_LIST.xml does not contain the program, contact your Support provider for more information. If the update source is not the ActiveUpdate server, verify that the update source exists and is correct, and that it contains the following: Installation package for the plug-in program server.ini file OSCE_AOS_COMP_LIST.xml file
Unable to download Plug-in Manager or the plug-in program installation package. The update source may have been changed or the installation package may have been removed from the update source.	Check the update source in Updates > Server > Update Source. If the update source is the ActiveUpdate server, the installation package may have been removed from the ActiveUpdate server. Contact your Support provider for more information. If the update source is not the ActiveUpdate server and it was changed recently, check that the update source exists and is correct, and that it contains the installation package.
During installation/upgrade/uninstallation
Plug-in Manager cannot install the plug-in program. Possible reasons: An error in the AU patch agent occurred. The AU patch agent is the program that launches installation of new plug-in programs. Some files needed for plug-in program installation are missing.	Open registry editor and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\ AoS\OSCE_Addon_Service_CompList_Version. Reset the value to 1.0.1000. Delete the plug-in program registry key HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ OfficeScan\service\AoS\OSCE_ADDON_xxxx. Restart the OfficeScan Plug-in Manager service. Download and install the plug-in program.
Unable to uninstall the plug-in program. The uninstallation command for the plug-in program is missing in the registry key.	Open registry editor and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\ AoS\OSCE_Addon_Service_CompList_Version. Reset the value to 1.0.1000. Delete the plug-in program registry key; for example, HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\ AoS\OSCE_ADDON_xxxx. Restart the OfficeScan Plug-in Manager service. Download, install, and then uninstall the plug-in program.
Others
Plug-in Manager is unable to open the registry key SOFTWARE\TrendMicro\ OfficeScan\service\AoS because it may have been deleted.	Open registry editor and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\ AoS\OSCE_Addon_Service_CompList_Version. Reset the value to 1.0.1000. Restart the OfficeScan Plug-in Manager service. Download and install the plug-in program.

 

The OfficeScan client may not be able to install, upgrade, or display Plug-in Manager or a client plug-in program for the following reasons:

1. The Plug-in Manager of the OfficeScan client is not running. In the client computer, check from Windows Task Manager if the CNTAosMgr.exe process is running.

2. A new version of Plug-in Manager has been installed on the OfficeScan server but has not been deployed to clients.

A setting on the OfficeScan Web console may be  preventing client deployment. To check the status of this setting, open the Web console and go to Networked Computers > Client Management > Settings > Privileges and Other Settings > Other Settings tab > Clients can update components but not upgrade the client program or deploy hot fixes.

If the setting is enabled:

1. Disable it temporarily. After you disable the setting, the server immediately notifies clients to upgrade to the new version.

2. To determine which clients have been upgraded, perform any of the following steps:

3. Go to Networked Computers > Client Management. On the client tree's Hot Fix column, the deployment date/time of clients not yet updated is earlier than the date/time you disabled the setting.

4. Ask OfficeScan client users to report the Plug-in Manager version on their computers and compare it with the Plug-in Manager version on the server.

• To check the version on the server, open the Web console and click Plug-in Manager. The current version of Plug-in Manager displays on top of the screen.

• To check the version on clients, ask client users to navigate to the OfficeScan client installation folder (typically, C:\Program Files\Trend Micro\OfficeScan Client). Right-click the CNTAoSMgr.exe file, select Properties, and then click the Version tab.

3. For clients that have not been upgraded, you have the following options:

4. Initiate manual update.

• Go to Updates > Networked Computers > Manual Update.

• Select Manually select clients and then click Select. The client tree opens.

• Select the clients to upgrade and click Initiate Component Update.

5. Instruct OfficeScan client users to run manual update on the client computer. To run manual update, each user must perform the following steps:

• Right-click the OfficeScan client icon on the computer's system tray and select Update Now.

• On the window that opens, specify client proxy settings (optional) and click Update Now.

4. Enable the setting you disabled in step 2a.

3. The client plug-in program installation packages are not downloaded to the client computer folder located in \OfficeScan Client\AU_Data\AU_Temp\{xxx}AU_Down\Product. Check the file Tmudump.txt located in \AU_Data\AU_Log\ for the download failure reasons.

4. Note: If a plug-in program successfully installs, plug-in program information is available at \OfficeScan Client\AOSSvcInfo.xml.

4. The client plug-in program installation/upgrade fails or requires further action. Open the Web console and check the deployment status from the plug-in program management screen. Actions include restarting the client computer after installation or installing required operating system patches before installation.

Plug-in Manager handles some of the Web requests using Internet Server Application Programming Interface (ISAPI). ISAPI is not compatible with Apache Web server versions 2.0.56 to 2.0.59 and versions 2.2.3 to 2.2.4.

You can restore an unsupported Apache Web server version. For example, you can restore version 2.0.59 to version 2.0.54.

To restore Apache Web Server version 2.0.59 to 2.0.54:

1. Upgrade the OfficeScan server to version 8.0.

2. Back up the following files on the Apache2 folder on the OfficeScan installation folder:

3. httpd.conf

4. httpd.conf.tmbackup

5. httpd.default.conf

3. Uninstall Apache 2.0.59 from the Add/Remove Programs screen.

4. Install Apache 2.0.54.

1. Launch apache.msi from \PCCSRV\Admin\Utility\Apache.

2. In the Server Information screen, enter the required information.

3. In the Destination Folder screen, change the destination folder by clicking change and browsing to \PCCSRV.

4. Complete the installation.

5. Copy the backup files back to the Apache2 folder.

6. Restart the Apache service.

Plug-in Manager on the OfficeScan client is unable to launch a plug-in program successfully because the program launch command redirects to a proxy server. This problem only occurs if the proxy setting redirects the user's HTTP traffic to 127.0.0.1.

To resolve this issue:

• Use a well-defined proxy server policy. For example, do not reroute HTTP traffic to 127.0.0.1.

• If you need to use the proxy configuration that controls the 127.0.0.1 HTTP requests, do the following:

 

1. Configure OfficeScan firewall settings on the OfficeScan Web console.

2. Note: Perform this step if you enable the OfficeScan firewall on OfficeScan clients.

1. On the Web console, go to Networked Computers > Firewall > Policies and click Edit Exception Template.

2. On the Edit Exception Template screen, click Add.

3. Enter the following information:

• Name: Your preferred name

• Action: Allow network traffic

• Direction: Inbound

• Protocol: TCP

• Port(s): A port number between 5000 and 49151

• IP address(es): One of the following:

• Select Single IP address and specify your proxy server's IP address (recommended)

• Select All IP addresses

4. Click Save.

5. Back on the Edit Exception Template screen, click Save and Apply to Existing Policies.

6. Go to Networked Computers > Firewall > Profiles and click Assign Profile to Clients.

If there is no firewall profile, create one by clicking Add. Use the following settings:

• Name: Your preferred name

• Description: Your preferred description

• Policy: All Access Policy

After saving the new profile, click Assign Profile to Clients.

2. Modify the ofcscan.ini file.

1. Open the ofcscan.ini file in \PCCSRV using a text editor.

2. Search for [Global Setting] and add "FWPortNum=21212" to the next line. Change the "21212" value to the port number you specified in step c above.

For example:

[Global Setting]

FWPortNum=21212

EnableGenericClean=1

3.  Save the file.

3. On the Web console, go to Networked Computers > Global Client Settings and click Save.