To check the connectivity of the Smart Scan server:

1. Check the Internet connection by browsing any website.
2. See if Proxy settings are correct in Internet Explorer (IE).
   1. Open IE.
   2. Go to Tools > Internet Options.
   3. Go to the Connections tab.

   4. Click LAN settings. Make sure that the checkbox under Proxy server is unchecked.

      

3. Verify the connection to the Smart Scan server. Check if the security agent can connect to the localscanserver address via DNS using the following command:

   pathping <LocalScanServerAddress>
   traceroute <LocalScanServerAddres>

   Example: pathping wfbssvc51.icrc.trendmicro.com

   

4. Check if Smart Scan service is available. To do this, click the following link:

   https://wfbssvc51.icrc.trendmicro.com/ss/q/?BF=1005602100&LCRC=AB795571F586FB4A15AFCE3C351BD31F

   If the Smart Scan service is available, a File Download dialog box will appear prompting you download the "q" file. Close the dialog box.

   

   If the File Download dialog box does not appear, the Smart Scan Service is not available.

5. Create a log.ini file using Notepad in the client folder.

   1. Open a new text file and type following:

      [TMCOMMONLOGGING]
      LogEnable= 1
      Log EnableStdOutput = 0
      LogLevel = 1
      LogFileSize = 20
      LogFileRotateNum = 5
      LogFilePath = C:\iCRC_Diagnostic.log

   2. Save the file as log.ini in the client folder.

      Ex: C:\Program Files (x86)\Trend Micro\Client Server Security Agent

   3. Unload and reload the agent.
   4. Gather the logs under C:\iCRC_Diagnostic.log.

If your connection is stable and the Smart Scan server is still not available or disconnected, contact Trend Micro Technical Support: and provide CDT logs.