Web Console Access

Problem:

The web console cannot be accessed.

  1. Check if the endpoint meets the requirements for installing and running Trend Micro Security (for Mac) 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

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

      2. Reproduce the steps that led to the web console access problem.

      3. Obtain the debug logs.

  4. Check the Trend Micro Security (for Mac) registry keys by navigating to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\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\ or C:\Program Files(x86)\Microsoft SQL Server\MSSQL.x\MSSQL\Data\:
      • db_TMSM.mdf

      • db_TMSM_log.LDF

    2. Check if the Trend Micro Security (for Mac) database instance on the Microsoft SQL server registry key exists:
      • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server\TMSM

      • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server\ TMSM\ MSSQLServer\CurrentVersion

  6. Send the following to Trend Micro:
    • Registry files

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

      2. 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 (for Mac) services.
    1. Navigate to the <Server installation folder>.
    2. Double-click restart_TMSM.bat.
    3. 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.