Troubleshooting

Troubleshooting

Web Console Access

Problem:

The Web console cannot be accessed.

Solutions:

Perform the following steps:

1. Check if the computer meets the requirements for installing and running Trend Micro Security server. For details, see Server Installation Requirements.

2. Check if the following services have been started:

• ActiveMQ for Trend Micro Security

• OfficeScan Plug-in Manager

• SQL Server (TMSM)

• Trend Micro Security for (Mac)

3. Collect debug logs. Use 'error' or 'fail' as keyword when performing a search on the logs.

• Installation logs: C:\TMSM*.log

• General debug logs: <Server installation folder>\debug.log

• OfficeScan debug logs: C:\Program Files\Trend Micro\OfficeScan\PCCSRV\Log\ofcdebug.log

• If the file does not exist, enable debug logging. On the banner of the OfficeScan Web console, click the first "c" in "OfficeScan", specify debug log settings, and click Save.

• Reproduce the steps that led to the Web console access problem.

• Obtain the debug logs.

4. Check the Trend Micro Security registry keys by navigating to HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\TMSM.

5. Check the database files and registry keys.

1. Check if the following files exist under C:\Program Files\Microsoft SQL Server\MSSQL.x\MSSQL\Data\:

• db_TMSM.mdf

• db_TMSM_log.LDF

2. Check if the Trend Micro Security database instance on the Microsoft SQL server registry key exists:

• HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server\Instance Names

• HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server\MSSQL.x\MSSQLServer\CurrentVersion

6. Send the following to Trend Micro:

• Registry files

• Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL server\TMSM.

• Click File > Export and then save the registry key to a .reg file.

• Server computer information

• Operating system and version

• Available disk space

• Available RAM

• Whether other plug-in programs, such as Intrusion Defense Firewall, is installed

7. Restart the Trend Micro Security services.

1. Navigate to the <Server installation folder>.

2. Double-click restart_TMSM.bat. Wait until all the services have restarted.

8. The Trend Micro Security (for Mac) service should always be running. If this service is not running, there may be a problem with the ActiveMQ service.

1. Back up ActiveMQ data in C:\Program Files\Trend Micro\OfficeScan\Addon\TMSM\apache-activemq\data\*.*.

2. Delete the ActiveMQ data.

3. Try to restart the Trend Micro Security (for Mac) service by double-clicking restart_TMSM.bat.

4. Try to access the Web console again to check if the access problem has been resolved.

Server Uninstallation

Problem:

The following message displays:

Unable to uninstall the plug-in program. The uninstallation command for the plug-in program is missing in the registry key.

Solution:

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

2. Reset the value to 1.0.1000.

3. Delete the plug-in program registry key; for example, HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\AoS\OSCE_ADDON_xxxx.

4. Restart the OfficeScan Plug-in Manager service.

5. Download, install, and then uninstall the plug-in program.

Client Installation

Problem:

The installation was unsuccessful. The installation package (tmsminstall.mpkg.zip) was launched using an archiving tool not built-in on the Mac or through an unsupported command (such as unzip) issued from a command-line tool, causing the extracted installation files to become corrupted.

Solution 1:

Remove the extracted folder (tmsminstall.mpkg) and then launch the installation package again using a built-in archiving tool such as Archive Utility.

Launching the package using Archive Utility

You can also launch the package from the command line by using the following command:

ditto –xk tmsminstall.mpkg.zip <destination folder>

Solution 2:

Set the correct permission to execute tmsminstall.mpkg.

1. Open the Terminal utility.

2. Change to the directory where tmsminstall.mpkg is located.

3. Type the following:

$ chmod +x tmsminstall.mpkg\Contents\Resources\integritycheck

4. Retry the installation.

Client Troubleshooting

Problem:

An error or problem was encountered on the client.

Solution:

Run the Trend Micro Security Debug Manager to collect data that may help resolve the error or problem.

To run the tool, open <Client installation folder>/Tools and launch Trend Micro Debug Manager. Follow the on-screen instructions in the tool to successfully collect data.

• The tool will not work if a user moves it to a different location on the Mac­intosh computer. If the tool has been moved, uninstall and then install the Trend Micro Security client.
  
  If the tool was copied to another location, remove the copied version and then run the tool from its original location.