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This section contains troubleshooting information and may assist you in finding a solution to frequently asked questions.

NetApp Devices do not recognize ServerProtect for NetApp Scan Servers

Description:
After a power cycle on the NetApp Device, the ServerProtect for NetApp Scan Server returns event 213, which is described as follows:
Cannot add a connection to NetApp Device. The network path was not found. Running the "vscan scanners" command on the NetApp Device returns the following message:
"No virus scanners are registered with the device."
The ServerProtect for NetApp Scan Servers still manage to obtain pattern updates from Trend update servers.
Solution:
Confirm the following conditions exist:
  • Remote Procedure Call (RPC) is enabled on the servers
  • Vscan is turned "On" on the NetApp Device
  • The Common Internet File System (CIFS) default share (C$) still exists
After confirming these conditions, do the following:
  1. Right-click a Scan Server, and then select Device List on the domain browser tree. The Device List screen appears.
  2. Select one or more NetApp Devices from the list. To multi-select several NetApp Devices, press the CTRL key as you select.
  3. Click Logon Info. The Logon Information screen appears.
  4. Verify the information is correct. Otherwise, reenter it.
  5. Click OK.
After completing these steps, repeat the registration of the Scan Server in the NetApp Device. If the password for the administrator account was recently changed, the changes may not take effect until a start up/power-cycle of the NetApp Device occurs.

The Scan Server completed scan on a file but original request was not found when scanning large files on the NetApp Device

Description:
When scanning large files on the NetApp Device in ServerProtect for NetApp, the following message appears:
"[Server] completed scan on [FileName] but original request was not found."
Solution:
This situation occurs because the scan period encountered a time out due to the large size of the file. Resolve this issue by extending the Time Out period between the NetApp Device and the Scan Server.
To extend the Time Out period between the NetApp Device and the Scan Server, perform the following steps on the Scan Server:
  1. Run Regedit.
  2. Browse to the following key:
    HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ServerProtect\CurrentVersion\Engine\Devices
  3. Set the Value Data to the desired TimeOut period in the ScanDeviceTimeOut DWORD.
The unit of ScanDeviceTimeOut is in seconds; this is the timeout value for the Scan Server to scan a file.
Note
Note
Default timeout period for ServerProtect is 24 seconds.
To disable this warning, add the ScanTimeOutLog DWORD Value to the following location:
HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ServerProtect\CurrentVersion\Engine\Devices
Possible values for ScanTimeOutLog:
  • 1 - Enable logging of files not scanned due to time out
  • 0 - Disable logging of files not scanned due to time out

Configuring the ServerProtect for NetApp to scan all file types

Description:
How to configure ServerProtect for NetApp to scan all file types?
Solution:
To scan all files placed on the NetApp Device, change the extension table of the NetApp Device so it supports all file extensions.
To make sure the extension table of the NetApp Device supports all file extensions, type the following at the NetApp Device command prompt:
device> vscan extensions add ???
Note
Note
The above command will make the NetApp Device scan all file types regardless of their extension. The NetApp Device wild card is a question mark (?) and not an asterisk (*).
To add any file extension into the NetApp Device’s extension table, type the following at the NetApp Device command prompt:
device> vscan extensions add vbs
The above command will make the NetApp Device scan file with a ".VBS" extension. You can replace vbs with any three-letter file extension.
Scanning all files can degrade the NetApp Device’s performance and slow down virus scanning. It is recommended to scan files that are prone to viruses.