Troubleshooting Parent topic

This section provides tips for dealing with issues you may encounter when using Mobile Security.
  • User cannot input nanoscale passwords on their devices.
    Mobile device keypads can only support a certain set of characters. Mobile Security recommends that the administrator compile a list of characters supported by the devices. After compiling the list of supported characters, the administrator can then set the uninstall protection password from the management console using the list of supported characters.
  • After canceling the Communication Server uninstallation process, the Communication Server fails to function normally.
    If the uninstallation process started deleting the files and services that are important for the Communication Server’s normal operation before the process was stopped, the Communication Server may not function normally. To resolve this issue, install and configure the Communication Server again.
  • iOS mobile devices cannot enroll successfully to the Management Server, and displays "Unsupported URL" error message.
    This issue may happen if the system clock of SCEP server is set to the incorrect time or the Simple Certificate Enrollment Protocol (SCEP) certificate is not obtained by Trend Micro Mobile Security. Make sure that the system clock of SCEP server is set to the correct time. If the issue persists, perform the following steps:
    1. Click Administration → Communication Server Settings.
    2. Without changing the settings, click Save.
  • Unable to save Database Settings if you use SQL Server Express.
    If you are using SQL Server Express, use the following format in the Server address field: <SQL Server Express IP address>\sqlexpress.
    Note
    Note
    Replace <SQL Server Express IP address> with the IP address of SQL Server Express.
  • Unable to connect to the SQL Server.
    This problem may occur when the SQL Server is not configured to accept remote connections. By default, the SQL Server Express and SQL Server Developer editions do not allow remote connections. To configure the SQL Server to allow remote connections, perform the following steps:
    1. Enable remote connections on the instance of SQL Server that you want to connect to from a remote computer.
    2. Turn on the SQL Server Browser service.
    3. Configure the firewall to allow network traffic that is related to the SQL Server and to the SQL Server Browser service.
  • Unable to connect to SQL Server 2008 R2.
    This problem may occur if Visual Studio 2008 is not installed in the default location and therefore, the SQL Server 2008 setup cannot find devenv.exe.config configuration file. To resolve this issue, perform the following steps:
    1. Go to <Visual Studio installation folder>\Microsoft Visual Studio 9.0\Common7\IDE folder, find and copy devenv.exe.config file and paste it to the following folder (you may need to enable display extensions for known file types in folder options):
      • For 64-bit Operating System:
        C:\Program Files (x86)\Microsoft Visual Studio 9.0\Common7\IDE
      • For 32-bit Operating System:
        C:\Program Files\Microsoft Visual Studio 9.0\Common7\IDE
    2. Run the SQL Server 2008 setup again and add BIDS feature to the existing instance of SQL Server 2008.
  • Unable to export the client device list in Device Management.
    This may occur if the downloading of encrypted files is disabled in the Internet Explorer. Perform the following steps to enable the encrypted files download:
    1. On your Internet Explorer, go to Tools → Internet options, and then click the Advanced tab on the Internet Options window.
    2. Under Security section, clear Do not save encrypted pages to disk.
    3. Click OK.
  • The status of certain Android mobile device is always Out of Sync.
    This is because the Mobile Security device administrator is not activated on that mobile device. If the user does not activate Mobile Security in the Device administrators list, then the Mobile Security cannot synchronize server policies with the mobile device, and displays its status as Out of Sync.
  • The content on the Policy pop-up window does not display and is blocked by Internet Explorer.
    This happens if your Internet Explorer is configured to use a .pac automatic configuration file. In that case, the Internet Explorer will block the access to a secure website that contains multiple frames. To resolve this issue, add the Mobile Security Management Server address to the Trusted sites security zone in Internet Explorer. To do this, perform the following steps:
    1. Start Internet Explorer.
    2. Go to Tools → Internet options.
    3. On the Security tab, click Trusted sites, and then click Sites.
    4. In the Add this website to the zone text field, type the Mobile Security Management Server URL, and then click Add.
    5. Click OK.
    For more details on this issue, refer to the following URL:
    http://support.microsoft.com/kb/908356