OfficeScan XG Server Online Help > Using Plug-in Manager > Troubleshooting Plug-in Manager
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        • Preface
          • OfficeScan Documentation
          • Audience
          • Document Conventions
          • Terminology
        • Introducing OfficeScan
          • About OfficeScan
          • What's New in OfficeScan XG
          • Key Features and Benefits
          • The OfficeScan Server
          • The OfficeScan Agent
          • Integration with Trend Micro Products and Services
        • Getting Started with OfficeScan
          • The Web Console
            • Requirements for Opening the Web Console
            • Logon Account
            • The Web Console Banner
            • Getting Help
          • The Dashboard
            • Product License Status Section
            • Product Information Bars
            • Tabs and Widgets
              • Working with Tabs
              • Working with Widgets
            • Summary Tab Widgets
              • Overall Threat Detections and Policy Violations Widget
              • Endpoint Status Widget
              • Ransomware Summary Widget
              • Top Ransomware Detections Widget
              • Security Risk Detections Over Time Widget
            • Smart Protection Network Widgets
              • File Reputation Threat Map Widget
              • Web Reputation Top Threatened Users Widget
              • Web Reputation Top Threat Sources Widget
            • Data Protection Widgets
              • Data Loss Prevention Incidents Over Time Widget
              • Top Data Loss Preventions Incidents Widget
            • OfficeScan Widgets
              • C&C Callback Events Widget
              • Security Risk Detections Widget
              • OfficeScan and Plug-ins Mashup Widget
              • Antivirus Agent Connectivity Widget
              • Agents Connected to the Edge Relay Server Widget
              • Outbreaks Widget
              • Agent Updates Widget
            • Management Widget
              • Agent-Server Connectivity Widget
          • The Server Migration Tool
            • Using the Server Migration Tool
          • Active Directory Integration
            • Integrating Active Directory with OfficeScan
            • Synchronizing Data with Active Directory Domains
          • The OfficeScan Agent Tree
            • Agent Connection Status
            • Agent Tree Icons
            • Agent Tree General Tasks
              • Advanced Search Options
            • Agent Tree Specific Tasks
              • Agent Management Screen
              • Outbreak Prevention Screen
              • Agent Selection Screen
              • Rollback Screen
              • Security Risk Logs Screen
          • OfficeScan Domains
            • Agent Grouping
              • Manual Agent Grouping
                • Configuring Manual Agent Grouping
              • Automatic Agent Grouping
                • Configuring Automatic Agent Grouping
              • Defining Agent Grouping Rules by Active Directory Domains
              • Defining Agent Grouping Rules by IP Addresses
              • Agent Grouping Tasks
                • Adding a Domain
                • Deleting a Domain or Agent
                • Renaming a Domain
                • Moving OfficeScan Agents to Another Domain or OfficeScan Server
        • Getting Started with Data Protection
          • Data Protection Installation
            • Installing Data Protection
          • Data Protection License
            • Activating the Plug-in Program License
            • Viewing and Renewing the License Information
          • Deployment of Data Protection to OfficeScan Agents
            • Deploying the Data Protection Module to OfficeScan Agents
          • Forensic Folder and DLP Database
            • Modifying the Forensic Folder and Database Settings
            • Creating a Backup of Forensic Data
          • Uninstalling Data Protection
            • Uninstalling Data Protection from Plug-in Manager
        • Using Trend Micro Smart Protection
          • About Trend Micro Smart Protection
            • The Need for a New Solution
          • Smart Protection Services
            • File Reputation Services
            • Web Reputation Services
            • Smart Feedback
          • Smart Protection Sources
            • Trend Micro Smart Protection Network
            • Smart Protection Server
            • Smart Protection Sources Compared
          • Smart Protection Pattern Files
            • Smart Scan Agent Pattern
            • Smart Scan Pattern
            • Web Blocking List
            • Smart Protection Pattern Update Process
            • Usage of Smart Protection Patterns
          • Setting Up Smart Protection Services
            • Smart Protection Server Installation
              • Standalone Smart Protection Server Installation
              • Integrated Smart Protection Server Installation
                • Integrated Smart Protection Server Tool
              • Smart Protection Server Best Practices
                • Customizing ptngrowth.ini for the Standalone Server
                • Customizing ptngrowth.ini for the Integrated Server
            • Integrated Smart Protection Server Management
              • Enabling the Integrated Server’s File Reputation Services and Web Reputation Services
              • Recording the Integrated Server’s Addresses
              • Updating the Integrated Server’s Components
              • Integrated Server’s Approved/Blocked URL List Configuration
              • Configuring Integrated Smart Protection Server Settings
            • Smart Protection Source List
              • IPv6 Support for Smart Protection Sources
              • Smart Protection Sources and Endpoint Location
              • Configuring the Standard List of Smart Protection Sources
              • Configuring Custom Lists of Smart Protection Sources
            • Agent Connection Proxy Settings
            • Endpoint Location Settings
            • Trend Micro Network VirusWall Installations
          • Using Smart Protection Services
        • Installing the OfficeScan Agent
          • OfficeScan Agent Fresh Installations
          • Installation Considerations
            • OfficeScan Agent Features
            • OfficeScan Agent Installation and IPv6 Support
              • Operating System
              • Installation Methods
              • Agent IP Addresses
                • Configuring the IP Address that Dual-stack Agents Use When Registering to the Server
          • Deployment Considerations
            • Web Install Page Installations
              • Installing from the Web Install Page
            • Browser-based Installation
              • Initiating a Browser-based Installation
            • Performing a UNC-based Installation
            • Installing Remotely from the OfficeScan Web Console
            • Installing with Login Script Setup
              • OfficeScan Agent Installation
              • Program and Component Updates
              • Windows Server Scripts
              • Adding Autopcc.exe to the Login Script Using Login Script Setup
            • Installing with Agent Packager
              • Package Deployment Guidelines
                • Scan Method Guidelines for Agent Packages
              • Creating an Installation Package Using Agent Packager
              • Deploying an MSI Package Using Active Directory
              • Deploying an MSI Package Using Microsoft SMS
                • Obtaining the Package Locally
                • Obtaining the Package Remotely
                • Distributing the Package to Target Endpoints
            • Installations Using Agent Disk Images
              • Creating a Disk Image of the OfficeScan Agent
            • Vulnerability Scanner Usage
              • Considerations When Using Vulnerability Scanner
                • Network Administration
                • Network Topology and Architecture
                • Software/Hardware Specifications
                • Domain Structure
                • Network Traffic
                • Network Size
              • Guidelines When Installing the OfficeScan Agent Using Vulnerability Scanner
              • Vulnerability Scan Methods
                • Running a Manual Vulnerability Scan
                • Running a DHCP Scan
                • Configuring a Scheduled Vulnerability Scan
              • Vulnerability Scan Settings
                • Product Query
                  • Configuring Product Query Settings
                • Method for Retrieving Endpoint Descriptions
                  • Configuring Retrieval Settings
                • Notifications
                  • Configuring Notification Settings
                • Vulnerability Scan Results
                  • Configuring Scan Results
                • Ping Settings
                  • Configuring Ping Settings
                • OfficeScan Server Settings
                  • Configuring OfficeScan Server Settings
            • Installing with Security Compliance
              • Installing the OfficeScan Agent
          • Migrating to the OfficeScan Agent
            • Migrating from Other Endpoint Security Software
              • OfficeScan Agent Migration Issues
            • Migrating from ServerProtect Normal Servers
              • Using the ServerProtect Normal Server Migration Tool
          • Post-installation
            • OfficeScan Agent Shortcut
            • Programs List
            • OfficeScan Agent Services
            • OfficeScan Agent Installation Logs
            • Recommended Post-installation Tasks
              • Component Updates
              • Test Scan Using the EICAR Test Script
                • Performing a Test Scan
          • OfficeScan Agent Uninstallation
            • Uninstalling the OfficeScan Agent from the Web Console
            • The OfficeScan Agent Uninstallation Program
              • Granting the OfficeScan Agent Uninstallation Privilege
              • Running the OfficeScan Agent Uninstallation Program
            • Manually Uninstalling the OfficeScan Agent
        • Keeping Protection Up-to-Date
          • OfficeScan Components and Programs
            • Antivirus Components
              • Updating the Scan Engine
            • Anti-spyware Components
            • Damage Cleanup Services Components
            • Firewall Components
            • Behavior Monitoring Components
            • Suspicious Connections Components
            • Browser Exploit Solution
            • Programs
              • Hot Fix and Patch History
            • Web Reputation Component
          • Update Overview
            • OfficeScan Server and OfficeScan Agent Update
            • Smart Protection Source Update
          • OfficeScan Server Updates
            • OfficeScan Server Update Sources
              • IPv6 Support for OfficeScan Server Updates
            • Proxy for OfficeScan Server Updates
              • Configuring Proxy Settings
            • Configuring the Server Update Source
            • OfficeScan Server Component Duplication
              • Component Duplication Scenario
            • Isolated OfficeScan Server Updates
              • Updating an Isolated OfficeScan Server
            • OfficeScan Server Update Methods
              • Manually Updating the OfficeScan Server
              • Scheduling Updates for the OfficeScan Server
            • OfficeScan Server Update Logs
              • Viewing the Update Logs
          • Integrated Smart Protection Server Updates
          • OfficeScan Agent Updates
            • OfficeScan Agent Update Sources
              • IPv6 Support for OfficeScan Agent Updates
              • Standard Update Source for OfficeScan Agents
                • Configuring the Standard Update Source for OfficeScan Agents
                • OfficeScan Agent Update Process
              • Customized Update Sources for OfficeScan Agents
                • Configuring Customized Update Sources for OfficeScan Agents
                • OfficeScan Agent Update Process
              • ActiveUpdate Server as the OfficeScan Agent Update Source
                • Limiting Downloads from the ActiveUpdate Server
            • OfficeScan Agent Update Methods
              • OfficeScan Agent Automatic Updates
                • Event-triggered Updates
                • Schedule-based Updates
                • Configuring OfficeScan Agent Automatic Updates
                • Configuring Scheduled OfficeScan Agent Updates with NAT
              • Using the Domains Schedule Update Tool
              • OfficeScan Agent Manual Updates
                • Updating OfficeScan Agents Manually
              • Configuring Update Privileges and Other Settings
            • Configuring Reserved Disk Space for OfficeScan Agents Updates
            • Proxy for OfficeScan Agent Component Updates
            • Configuring OfficeScan Agent Update Notifications
            • Viewing OfficeScan Agent Update Logs
            • Enforcement of OfficeScan Agent Updates
            • Rolling Back Components for OfficeScan Agents
            • Running the Touch Tool for OfficeScan Agent Hot Fixes
          • Update Agents
            • Update Agent System Requirements
            • Update Agent Configuration
              • Assigning OfficeScan Agents as Update Agents
              • Specifying the OfficeScan Agents that Update from an Update Agent
            • Update Sources for Update Agents
              • IPv6 Support for Update Agents
              • Standard Update Source for Update Agents
              • Customized Update Sources for Update Agents
              • Configuring the Update Source for the Update Agent
              • Update Agent Component Duplication
            • Update Methods for Update Agents
              • Using the Scheduled Update Configuration Tool
            • Update Agent Analytical Report
          • Component Update Summary
            • Update Status for OfficeScan Agents
            • Components
        • Scanning for Security Risks
          • About Security Risks
            • Viruses and Malware
            • Spyware and Grayware
              • How Spyware/Grayware Gets into the Network
              • Potential Risks and Threats
              • Guarding Against Spyware/Grayware and Other Threats
          • Scan Method Types
            • Default Scan Method
            • Scan Methods Compared
            • Changing the Scan Method
            • Switching from Smart Scan to Conventional Scan
            • Switching from Conventional Scan to Smart Scan
          • Scan Types
            • Real-time Scan
              • Configuring Real-time Scan Settings
            • Manual Scan
              • Configuring Manual Scan Settings
            • Scheduled Scan
              • Configuring Scheduled Scan Settings
            • Scan Now
              • Configuring Scan Now Settings
              • Initiating Scan Now
          • Settings Common to All Scan Types
            • Scan Criteria
              • User Activity on Files
              • Files to Scan
              • Scan Settings
              • CPU Usage
              • Schedule
            • Scan Exclusions
              • Wildcard Exceptions
              • Scan Exclusion List (Directories)
                • Supported System Variables for Scan Exclusion List (Directories)
              • Scan Exclusion List (Files)
              • Scan Exclusion List (File Extensions)
              • Apply Scan Exclusion Settings to All Scan Types
            • Scan Actions
              • Virus/Malware Scan Actions
              • Use ActiveAction
              • Use the Same Action for all Virus/Malware Types
              • Use a Specific Action for Each Virus/Malware Type
              • Quarantine Directory
              • Back Up Files Before Cleaning
              • Damage Cleanup Services
              • Display a Notification Message When Virus/Malware is Detected
              • Display a Notification Message When Probable Virus/Malware is Detected
            • Restoring Quarantined Files
            • Restoring Encrypted Files
              • Decrypting and Restoring Files
            • Spyware/Grayware Scan Actions
              • Display a Notification Message When Spyware/Grayware is Detected
            • Spyware/Grayware Approved List
              • Adding Already Detected Spyware/Grayware to the Approved List
              • Managing the Spyware/Grayware Approved List
            • Restoring Spyware/Grayware
            • Trusted Program List
              • Configuring the Trusted Programs List
          • Scan Privileges and Other Settings
            • Scan Type Privileges
              • Granting Scan Type Privileges
              • Configuring Scan Settings for the OfficeScan Agent
            • Scheduled Scan Privileges and Other Settings
              • Postpone Scheduled Scan
              • Skip and Stop Scheduled Scan
              • Scheduled Scan Privilege Notification
              • Granting Scheduled Scan Privileges and Displaying the Privilege Notification
              • Postponing/Skipping and Stopping Scheduled Scan on the Agent
            • Mail Scan Privileges and Other Settings
              • Granting Mail Scan Privileges and Enabling POP3 Mail Scan
            • Cache Settings for Scans
              • Digital Signature Cache
              • On-demand Scan Cache
              • Configuring Cache Settings for Scans
            • Trusted Program List Privilege
              • Granting the Trusted Program List Settings
          • Global Scan Settings
            • Configuring Global Scan Settings
              • Scan Settings Section
                • Exclude the OfficeScan Server Database Folder from Real-time Scan
                • Exclude Microsoft Exchange Server Folders and Files from Scans
                • Enable Deferred Scanning on File Operations
                • Enable Early Launch Anti-Malware Protection on Endpoints
                • Clean/Delete Infected Files Within Compressed Files
                • Enable Assessment Mode
                • Scan for Cookies
              • Scheduled Scan Settings Section
                • Remind Users of the Scheduled Scan __ Minutes Before it Runs
                • Postpone Scheduled Scan for up to __ Hours and __ Minutes
                • Automatically Stop Scheduled Scan When Scanning Lasts More Than __ Hours and __ Minutes
                • Skip Scheduled Scan When a Wireless Endpoint's Battery Life is Less Than __ % and its AC Adapter is Unplugged
                • Resume a Missed Scheduled Scan
          • Security Risk Notifications
            • Security Risk Notifications for Administrators
              • Configuring Security Risk Notifications for Administrators
            • Security Risk Notifications for OfficeScan Agent Users
              • Notifying Users of Virus/Malware and Spyware/Grayware Detections
              • Configuring Virus/Malware Notifications
              • Configuring Spyware/Grayware Notifications
            • Notifying Agents of a Restart to Finish Cleaning Infected Files
          • Security Risk Logs
            • Viewing Virus/Malware Logs
              • Virus/Malware Scan Results
              • Viewing Central Quarantine Restore Logs
            • Viewing Spyware/Grayware Logs
              • Spyware/Grayware Scan Results
              • Viewing Spyware/Grayware Restore Logs
            • Viewing Suspicious File Logs
            • Viewing Scan Operation Logs
          • Security Risk Outbreaks
            • Security Risk Outbreak Criteria and Notifications
              • Configuring the Security Risk Outbreak Criteria and Notifications
            • Configuring Security Risk Outbreak Prevention
            • Outbreak Prevention Policies
              • Limiting/Denying Access to Shared Folders
              • Blocking Vulnerable Ports
              • Denying Write Access to Files and Folders
              • Creating Mutual Exclusion Handling on Malware Processes/Files
              • Denying Access to Executable Compressed Files
            • Disabling Outbreak Prevention
        • Protecting Against Unknown Threats
          • Predictive Machine Learning
            • Configuring Predictive Machine Learning Settings
          • Suspicious Connection Service
            • Configuring Global User-defined IP List Settings
            • Configuring Suspicious Connection Settings
          • Sample Submission
            • Configuring Sample Submission
          • Unknown Threat Logs
            • Viewing Predictive Machine Learning Logs
              • Predictive Machine Learning Log Details
            • Viewing Suspicious Connection Logs
            • Viewing Sample Submission Logs
        • Using Behavior Monitoring
          • Behavior Monitoring
            • Malware Behavior Blocking
              • Ransomware Protection
              • Anti-Exploit Protection
            • Newly Encountered Program Protection
            • Event Monitoring
            • Behavior Monitoring Exception List
            • Configuring Malware Behavior Blocking, Event Monitoring, and the Exception List
          • Configuring Global Behavior Monitoring Settings
          • Behavior Monitoring Privileges
            • Granting Behavior Monitoring Privileges
          • Behavior Monitoring Notifications for OfficeScan Agent Users
            • Enabling the Sending of Notification Messages
            • Modifying the Content of the Notification Message
          • Behavior Monitoring Logs
            • Viewing Behavior Monitoring Logs
            • Configuring the Behavior Monitoring Log Sending Schedule
        • Using Device Control
          • Device Control
          • Permissions for Storage Devices
            • Advanced Permissions for Storage Devices
              • Specifying a Digital Signature Provider
              • Specifying a Program Path and Name
          • Permissions for Non-storage Devices
          • Managing Access to External Devices (Data Protection Activated)
            • Configuring Advanced Permissions
            • Configuring an Approved List of USB Devices
            • Device List Tool
              • Running the Device List Tool
          • Managing Access to External Devices (Data Protection Not Activated)
            • Adding Programs to the Device Control Lists Using ofcscan.ini
          • Modifying Device Control Notifications
          • Device Control Logs
            • Viewing Device Control Logs
        • Using Data Loss Prevention
          • About Data Loss Prevention (DLP)
          • Data Loss Prevention Policies
            • Policy Configuration
          • Data Identifier Types
            • Expressions
              • Predefined Expressions
                • Viewing Settings for Predefined Expressions
              • Customized Expressions
                • Criteria for Customized Expressions
                • Creating a Customized Expression
                • Importing Customized Expressions
            • File Attributes
              • Predefined File Attributes List
              • Creating a File Attribute List
              • Importing a File Attribute List
            • Keywords
              • Predefined Keyword Lists
              • How Keyword Lists Work
                • Number of Keywords Condition
                • Distance Condition
              • Customized Keyword Lists
                • Customized Keyword List Criteria
                • Creating a Keyword List
                • Importing a Keyword List
          • Data Loss Prevention Templates
            • Predefined DLP Templates
            • Customized DLP Templates
              • Condition Statements and Logical Operators
              • Creating a Template
              • Importing Templates
          • DLP Channels
            • Network Channels
              • Email Clients
              • FTP
              • HTTP and HTTPS
              • IM Applications
              • SMB Protocol
              • Webmail
            • Transmission Scope and Targets for Network Channels
              • Transmission Scope: All Transmissions
              • Transmission Scope: Only Transmissions Outside the Local Area Network
              • Resolving Conflicts
            • System and Application Channels
              • Cloud Storage Service
              • Data Recorders (CD/DVD)
                • Blocking Access to Data Recorders (CD/DVD)
              • Peer-to-Peer Applications
              • PGP Encryption
              • Printer
              • Removable Storage
              • Synchronization Software (ActiveSync)
              • Windows Clipboard
          • Data Loss Prevention Actions
          • Data Loss Prevention Exceptions
            • Defining Non-monitored and Monitored Targets
            • Decompression Rules
              • Rule 1: Maximum Size of a Decompressed File
              • Rule 2: Maximum Compression Layers
              • Rule 3: Maximum Number of Files to Scan
              • Events that Trigger Decompression Rules
          • Data Loss Prevention Policy Configuration
            • Creating a Data Loss Prevention Policy
            • Creating Data Loss Prevention Rules
            • Importing, Exporting, and Copying DLP Rules
          • Data Loss Prevention Notifications
            • Data Loss Prevention Notifications for Administrators
              • Configuring Data Loss Prevention Notification for Administrators
            • Data Loss Prevention Notifications for Agent Users
              • Configuring Data Loss Prevention Notification for Agents
          • Data Loss Prevention Logs
            • Viewing Data Loss Prevention Logs
              • Processes by Channel
              • Data Loss Prevention Log Details
            • Enabling Debug Logging for the Data Protection Module
        • Using Web Reputation
          • About Web Threats
          • Command & Control Contact Alert Services
          • Web Reputation
          • Web Reputation Policies
            • Configuring a Web Reputation Policy
          • Web Threat Notifications for Agent Users
            • Enabling the Web Threat Notification Message
            • Modifying the Web Threat Notifications
          • C&C Callback Notifications for Administrators
            • Configuring C&C Callback Notifications for Administrators
          • C&C Contact Alert Notifications for Agent Users
            • Enabling the C&C Callback Notification Message
            • Modifying the C&C Callback Notifications
          • C&C Callback Outbreaks
            • Configuring the C&C Callback Outbreak Criteria and Notifications
          • Web Threat Logs
            • Viewing Web Reputation Logs
            • Viewing C&C Callback Logs
        • Using the OfficeScan Firewall
          • About the OfficeScan Firewall
            • Traffic Filtering
            • Application Filtering
            • Certified Safe Software List
            • Scanning for Network Viruses
            • Customizable Profiles and Policies
            • Stateful Inspection
            • Intrusion Detection System
            • Firewall Violation Outbreak Monitor
            • OfficeScan Agent Firewall Privileges
          • Enabling or Disabling the OfficeScan Firewall
            • Enabling or Disabling the OfficeScan Firewall on Selected Endpoints
            • Enabling or Disabling the OfficeScan Firewall on All Endpoints
          • Firewall Policies and Profiles
            • Firewall Policies
              • Default Firewall Policies
              • Adding a Firewall Policy
              • Modifying an Existing Firewall Policy
              • Editing the Firewall Exception Template
                • Adding a Firewall Policy Exception
                • Modifying a Firewall Policy Exception
                • Saving the Policy Exception List Settings
            • Firewall Profiles
              • Configuring the Firewall Profile List
              • Adding and Editing a Firewall Profile
                • Adding a Firewall Profile
                • Modifying a Firewall Profile
          • Firewall Privileges
            • Granting Firewall Privileges
          • Global Firewall Settings
            • Configuring Global Firewall Settings
          • Firewall Violation Notifications for OfficeScan Agent Users
            • Granting Users the Privilege to Enable/Disable the Notification Message
            • Modifying the Content of the Firewall Notification Message
          • Firewall Logs
            • Viewing Firewall Logs
          • Firewall Violation Outbreaks
            • Configuring the Firewall Violation Outbreak Criteria and Notifications
          • Testing the OfficeScan Firewall
        • Managing the OfficeScan Server
          • Role-based Administration
            • User Roles
              • Menu Item Permissions
              • Menu Item Types
              • Menu Items for Servers and Agents
              • Menu Items for Managed Domains
            • Built-in User Roles
            • Custom Roles
              • Adding a Custom Role
              • Modifying a Custom Role
              • Deleting a Custom Role
              • Importing or Exporting Custom Roles
            • User Accounts
              • Agent Management Menu Items
              • Adding a Custom Account
                • Defining Permissions for Domains
              • Modifying a Custom Account
              • Adding Active Directory Accounts or Groups
          • Trend Micro Control Manager
            • Control Manager Integration in this OfficeScan Release
            • Supported Control Manager Versions
            • Registering OfficeScan to Control Manager
              • Control Manager Certificate Authorization
            • Checking the OfficeScan Status on the Control Manager Management Console
            • The Policy Export Tool
              • Using the Policy Export Tool
          • Suspicious Object List Settings
            • Configuring Suspicious Object List Settings
          • Reference Servers
            • Managing the Reference Server List
          • Administrator Notification Settings
            • Configuring General Notification Settings
          • System Event Logs
            • Viewing System Event Logs
          • Log Management
            • Log Maintenance
              • Deleting Logs Based on a Schedule
              • Manually Deleting Logs
          • Licenses
            • Viewing Product License Information
            • Activating or Renewing a License
          • OfficeScan Database Backup
            • Backing up the OfficeScan Database
            • Restoring the Database Backup Files
          • SQL Server Migration Tool
            • Using the SQL Server Migration Tool
            • Configuring the SQL Database Unavailable Alert
          • OfficeScan Web Server/Agent Connection Settings
            • Configuring Connection Settings
          • Server-Agent Communication
            • Authentication of Server-initiated Communications
              • Configuring Authentication of Server-initiated Communications
              • Using Authentication Certificate Manager
            • Enhanced Encryption of Server-Agent Communication
          • Web Console Password
          • Web Console Settings
            • Configuring Web Console Settings
          • Quarantine Manager
            • Configuring Quarantine Directory Settings
          • Server Tuner
            • Running Server Tuner
          • Smart Feedback
            • Participating in the Smart Feedback Program
        • Managing the OfficeScan Agent
          • Endpoint Location
            • Location Criteria
            • Configuring Location Settings
            • Gateway Settings Importer
              • Using Gateway Settings Importer
          • OfficeScan Agent Program Management
            • OfficeScan Agent Services
              • Enabling or Disabling the Agent Services from the Web Console
              • Using the Trend Micro Performance Tuning Tool
            • OfficeScan Agent Service Restart
              • Configuring Service Restart Settings
            • OfficeScan Agent Self-protection
              • Configuring OfficeScan Agent Self-protection Settings
              • Protect OfficeScan Agent Services
              • Protect Files in the OfficeScan Agent Installation Folder
              • Protect OfficeScan Agent Registry Keys
              • Protect OfficeScan Agent Processes
            • OfficeScan Agent Console Access Restriction
              • Restricting Access to the OfficeScan Agent Console
            • OfficeScan Agent Unloading and Unlocking
              • Granting the Agent Unloading and Unlocking Privilege
            • OfficeScan Agent Independent Mode Privilege
              • Granting the Agent Independent Mode Privilege
              • Disabling Automatic Agent Update on Independent Agents
              • Revoking the Scheduled Update Privilege on Independent Agents
            • OfficeScan Agent Language Configuration
              • Configuring OfficeScan Agent Language Settings
            • Agent Mover
              • Running Agent Mover
            • Inactive OfficeScan Agents
              • Automatically Removing Inactive Agents
          • Agent-Server Connection
            • OfficeScan Agent Icons
              • Smart Scan Icons
              • Conventional Scan Icons
              • Solutions to Issues Indicated in OfficeScan Agent Icons
            • Agent-Server Connection Verification
              • Verifying Agent-Server Connections
            • Connection Verification Logs
              • Viewing Connection Verification Logs
            • Unreachable Agents
              • Heartbeat
              • Server Polling
              • Configuring the Heartbeat and Server Polling Features
          • OfficeScan Agent Proxy Settings
            • Internal Proxy for OfficeScan Agents
              • Configuring Internal Proxy Settings
            • External Proxy for OfficeScan Agents
              • Configuring Proxy Server Authentication Credentials
            • Configuring Global Smart Protection Service Proxy Settings
            • Proxy Configuration Privileges for Agents
              • Granting Proxy Configuration Privileges
            • Automatic Proxy Settings for the OfficeScan Agent
              • Configuring Automatic Proxy Settings
          • Viewing OfficeScan Agent Information
          • Importing and Exporting Agent Settings
            • Exporting Agent Settings
            • Importing Agent Settings
          • Security Compliance
            • Security Compliance for Managed Agents
              • Services
              • Components
              • Scan Compliance
              • Settings
            • On-demand Compliance Reports
              • Generating an On-demand Compliance Report
            • Scheduled Compliance Reports
              • Configuring Settings for Scheduled Compliance Reports
            • Security Compliance for Unmanaged Endpoints
              • Defining the Active Directory/IP Address Scope and Query
              • Viewing the Query Results
              • Configuring the Scheduled Query Assessment
          • Trend Micro Virtual Desktop Support
            • Virtual Desktop Support System Requirements
            • Virtual Desktop Support Installation
              • Installing Virtual Desktop Support
            • Virtual Desktop Support License
              • Activating or Renewing Virtual Desktop Support
              • Viewing License Information for Virtual Desktop Support
            • Virtual Server Connections
              • Adding Server Connections
              • Adding Additional Server Connections
              • Deleting a Connection Setting
            • Changing the VDI Scan Capacity
            • Troubleshooting Microsoft Hyper-V Connections
              • Allowing WMI Communication through the Windows Firewall
              • Opening Port Communication through the Windows Firewall or a Third-party Firewall
            • VDI Pre-Scan Template Generation Tool
              • Creating a Pre-scan Template
              • Removing GUIDs from Templates
          • Global Agent Settings
          • Configuring Agent Privileges and Other Settings
        • Protecting Off-premises Agents
          • Edge Relay Server
          • Edge Relay Server System Requirements
          • Installing the Edge Relay Server
          • Connecting to the Edge Relay Server
          • Managing the Edge Relay Server Connection
          • Managing Edge Relay Server Certificates
        • Using Plug-in Manager
          • About Plug-in Manager
            • Plug-in Program Agents on Endpoints
            • Widgets
          • Plug-in Manager Installation
            • Performing Post-installation Tasks
          • Native OfficeScan Feature Management
          • Managing Plug-in Programs
            • Plug-in Program Installation
              • Installing Plug-in Programs
              • Activating the Plug-in Program License
              • Viewing and Renewing the License Information
            • Plug-in Program Management
              • Managing Plug-in Programs
            • Plug-in Program Upgrades
              • Upgrading Plug-in Programs
            • Plug-in Program Uninstallation
              • Uninstalling Plug-in Programs from the Plug-in Manager Console
          • Uninstalling Plug-in Manager
          • Troubleshooting Plug-in Manager
            • Plug-in Program Does not Display on the Plug-in Manager Console
            • Plug-in Agent Installation and Display Issues on Endpoints
            • Agents on the Endpoints Cannot be Launched if the Automatic Configuration Script Setting on Internet Explorer Redirects to a Proxy Server
            • An Error in the System, Update Module, or Plug-in Manager Program occurred and the Error Message Provides a Certain Error Code
        • Troubleshooting Resources
          • Support Intelligence System
          • Case Diagnostic Tool
          • Trend Micro Performance Tuning Tool
          • OfficeScan Server Logs
            • Server Debug Logs Using LogServer.exe
              • Enabling Debug Logging
              • Disabling Debug Logging
              • Enabling Debug Logging for Server Installation and Upgrade
            • Installation Logs
            • Active Directory Logs
            • Role-based Administration Logs
            • OfficeScan Agent Grouping Logs
            • Component Update Logs
              • Getting Detailed Server Update Information
              • Stopping the Collection of Detailed Server Update Information
            • Agent Packager Logs
              • Enabling Logging for Agent Packager Creation
              • Disabling Logging for Agent Packager Creation
            • Security Compliance Report Logs
            • Outside Server Management Logs
            • Device Control Exception Logs
            • Integrated Smart Protection Server Web Reputation Logs
            • ServerProtect Normal Server Migration Tool Logs
            • VSEncrypt Logs
            • Control Manager MCP Agent Logs
              • Enabling Debug Logging for the MCP Agent
              • Disabling Debug Logging for the MCP Agent
            • Virus/Malware Logs
            • Spyware/Grayware Logs
            • Outbreak Logs
            • Virtual Desktop Support Logs
          • OfficeScan Agent Logs
            • OfficeScan Agent Debug Logs Using LogServer.exe
            • Fresh Installation Logs
            • Upgrade/Hot Fix Logs
            • Damage Cleanup Services Logs
            • Mail Scan Logs
            • OfficeScan Agent Connection Logs
            • OfficeScan Agent Update Logs
              • Getting Detailed OfficeScan Agent Update Information
            • Virus Scan Engine Logs
            • Outbreak Prevention Logs
            • Outbreak Prevention Restore Logs
            • Behavior Monitoring Debug Logs
            • OfficeScan Firewall Logs
              • Enabling Debug Logging for the Common Firewall Driver on Windows Vista/Server 2008/7/Server 2012/8/8.1/10 Computers
              • Enabling Debug Logging for the Common Firewall Driver on Windows XP and Windows Server 2003 Computers
              • Disabling Debug Logging for the Common Firewall Driver (all operating systems)
              • Enabling Debug Logging for the OfficeScan NT Firewall Service
              • Disabling Debug Logging for the OfficeScan NT Firewall Service
            • Web Reputation and POP3 Mail Scan Logs
              • Enabling Debug Logging for the Web Reputation and POP3 Mail Scan Features
              • Disabling Debug Logging for the Web Reputation and POP3 Mail Scan Features
            • Device Control Exception List Logs
            • Data Protection Debug Logs
            • Windows Event Logs
            • Transport Driver Interface (TDI) Logs
        • Technical Support
          • Troubleshooting Resources
            • Using the Support Portal
            • Threat Encyclopedia
          • Contacting Trend Micro
            • Speeding Up the Support Call
          • Sending Suspicious Content to Trend Micro
            • Email Reputation Services
            • File Reputation Services
            • Web Reputation Services
          • Other Resources
            • Download Center
            • Documentation Feedback
        • IPv6 Support in OfficeScan
          • IPv6 Support for OfficeScan Server and Agents
            • OfficeScan Server Requirements
            • OfficeScan Agent Requirements
            • Pure IPv6 Server Limitations
            • Pure IPv6 OfficeScan Agent Limitations
          • Configuring IPv6 Addresses
          • Screens That Display IP Addresses
        • Windows Server Core Support
          • Windows Server Core Support
          • Installation Methods for Windows Server Core
            • Installing the OfficeScan Agent Using Login Script Setup
            • Installing the OfficeScan Agent Using the OfficeScan Agent Package
          • OfficeScan Agent Features on Windows Server Core
          • Windows Server Core Commands
        • Windows 8/8.1/10 and Windows Server 2012/2016 Support
          • About Windows 8/8.1/10 and Windows Server 2012/2016
            • OfficeScan Support for Tiles and Toast Notifications
            • Enabling Toast Notifications in Windows 8/8.1 and Windows Server 2012
            • Enabling Toast Notifications in Windows 10 and Windows Server 2016
          • OfficeScan Feature Support by UI Mode
          • Internet Explorer 10/11 and Microsoft Edge
        • OfficeScan Rollback
          • Rolling Back the OfficeScan Server and OfficeScan Agents Using the Server Backup Package
            • Rolling Back the OfficeScan Agents
            • Restoring the Previous OfficeScan Server Version
        • Glossary
          • ActiveUpdate
          • Compressed File
          • Cookie
          • Denial of Service Attack
          • DHCP
          • DNS
          • Domain Name
          • Dynamic IP Address
          • ESMTP
          • End User License Agreement
          • False Positive
          • FTP
          • GeneriClean
          • Hot Fix
          • HTTP
          • HTTPS
          • ICMP
          • IntelliScan
          • IntelliTrap
          • IP
          • Java File
          • LDAP
          • Listening Port
          • MCP Agent
          • Mixed Threat Attack
          • NAT
          • NetBIOS
          • One-way Communication
          • Patch
          • Phish Attack
          • Ping
          • POP3
          • Proxy Server
          • RPC
          • Security Patch
          • Service Pack
          • SMTP
          • SNMP
          • SNMP Trap
          • SSL
          • SSL Certificate
          • TCP
          • Telnet
          • Trojan Port
          • Trusted Port
            • Determining the Trusted Ports
          • Two-way Communication
          • UDP
          • Uncleanable Files
            • Files Infected with Trojans
              • Files Infected with Worms
              • Write-protected Infected Files
              • Password-protected Files
              • Backup Files

        Troubleshooting Plug-in Manager

        Check the OfficeScan server and OfficeScan agent debug logs for Plug-in Manager and plug-in program debug information.

        • Plug-in Program Does not Display on the Plug-in Manager Console
        • Plug-in Agent Installation and Display Issues on Endpoints
        • Agents on the Endpoints Cannot be Launched if the Automatic Configuration Script Setting on Internet Explorer Redirects to a Proxy Server
        • An Error in the System, Update Module, or Plug-in Manager Program occurred and the Error Message Provides a Certain Error Code
        Parent topic: Using Plug-in Manager