Other Issues Parent topic

I am unable to query information from remote servers in Server Management console. What should I do?

  • Make sure affected PortalProtect servers are all in the same farm.
  • Make sure PortalProtect is installed and started on your Web front end servers.
  • Make sure the service PortalProtect_Master is started with the user who has local administrator and domain user privileges.
  • Check the firewall of the remote PortalProtect servers and make sure port 139 and 445 for TCP are open.
  • Make sure the following Windows services are running on remote servers:
    • Remote Procedure Call (PRC)
    • Server
    • Workstation

I cannot automatically replicate configurations to other PortalProtect servers in the farm. Why?

Do the following:
  • Ensure the check box Automatically replicate settings to other servers in Server Management is selected.
  • Ensure the information for remote PortalProtect servers can be queried.
  • Ensure PortalProtect licensing is current and fully activated (not trial or expired).
  • Ensure all PortalProtect servers have same version.
  • Ensure all PortalProtect servers are NOT in the OPP state (Outbreak Prevention Policy).

I cannot search AD user(s)/group(s) in PortalProtect. Why?

  • PortalProtect only searches AD user(s)/group(s) from the current forest. Make sure the user exists in the current forest.
  • PortalProtect only searches the AD user(s)/group(s) for the beginning characters in a search string.
Note
Note
If your are searching for the string: "test", then entering the characters "te" will produce a hit. However, a search using the characters: "es" will not produce a hit for the string "test".

I can access the PortalProtect Web console from the local server, but I cannot access it from a remote machine. Why?

Check the following:
  • Whether there are network firewalls that block access to the PortalProtect Web Console through the HTTPS (default is 16373) port you specified during installation.
  • Whether the Windows firewall on the PortalProtect server blocks the HTTPS (default is 16373) port you specified during installation.

Internet Explorer shuts down with a Data Execution Prevention alert when accessing the PortalProtect management console. What can I do to fix this problem?

Select Tools → Internet Options → Advanced. Scroll to Security, and clear the check box Enable memory protection to help mitigate online attacks.

Which folders should I exclude for other Trend Micro Products?

The following four (3) folders should be excluded for other Trend Micro products:
  • Backup folder
  • Temp folder
  • Sharedrespool folder
You can change the location of the Backup folders. The following indicates the default locations:
  • Default Backup folder:
    Drive:\Program Files\Trend Micro\PortalProtect\storage\backup
  • Temp folder:
    Drive:\Program Files\Trend Micro\PortalProtect\Temp
  • Sharedrespool folder:
    Drive:\Program Files\Trend Micro\PortalProtect\SharedResPool

How does PortalProtect read a file to know if it has an extension?

When a user uploads a file to the SharePoint Server, SharePoint Server calls PortalProtect to detect whether the file has any virus in it. PortalProtect gets the file name and the extension from SharePoint Services.

After PortalProtect reads the extension, how does it determine whether there is a match; is there a database that contains all the user-configurations to which it compares the extensions?

All the user configurations are saved in a database. PortalProtect compares the file extension to see if there is a match.

Why does the Windows event log show: “Unable to connect to the PortalProtect database. Check your network settings and make sure the network connection between PortalProtect and the database server is available.”

PortalProtect monitors the database connection and will stop the PortalProtect service when it is unable to connect to it. When this happens, PortalProtect creates an entry in the Windows event log. PortalProtect will continue to monitor the database connection, and when the connection is restored, PortalProtect creates another entry in the Windows event log indicating that the database connection was restored.

The PortalProtect single sign on was unable to log on the Web console of a Windows 2003 server. Why?

If you use mstsc to connect to a remote server, try:
  • Changing the connection mode to: mstsc/admin and re-connecting
  • Or change the URL from localhost to hostname or use 127.0.0.1

What is the difference between the Smart Protection Server query order AS LISTED and RANDOM?

The query order is only for available to the Smart Protection Server List. When the query order is As listed, PortalProtect will use the first available Smart Protection Server. When the query order is Random, PortalProtect will select from the available Smart Protection Server at random.

How does PortalProtect support IPv6?

PortalProtect provides IPv6 support in the following scenarios:
  • Specifying target servers for installation
  • Accessing the PortalProtect Web console
  • Registering PortalProtect to Trend Micro Control Manager
  • Specifying IP addresses for the download source
  • Setting IP addresses for SNMP notifications
  • Querying Web Reputation ratings