To resolve this issue, do the following:

1. Open the IIS Manager.
2. Expand <Server name> > Web Sites > OfficeScan.
3. Right-click officescan then select Delete.
4. Click Yes when the confirmation message appears.
5. Go to the ..\Program Files\Trend Micro\Security Server\PCCSRV directory.
6. Run the following commands:
   • For 32-bit OS:

     svrsvcsetup -install
     svrsvcsetup -setvirdir
     svrsvcsetup -setprivilege
     svrsvcsetup -enablessl (only if you are using SSL to access the Security Server console)

   • For 64-bit OS:

     svrsvcsetup_64x -install
     svrsvcsetup_64x -setvirdir
     svrsvcsetup_64x -setprivilege
     svrsvcsetup_64x -enablessl (only if you are using SSL to access the Security Server console)

7. If you are using IIS 7.x, do the following:
    

   Disregard this step when the application pool is already started.
   1. Open the IIS Manager.
   2. Expand Server > Application Pools.
   3. Click OsceAppPool, then click Start.
8. Open the Internet Explorer.
9. Click Tools > Internet Options.
10. On the General tab, click Delete Cookies then click OK.
11. Click Delete Files...
12. Select Delete all offline content then click OK.
13. Click Clear History then click Yes.
14. Click OK.
15. Close all open windows of Internet Explorer.
16. Open the Security server console again.

If the issue still occurs, contact Trend Micro Technical Support and provide the following:

• Case Diagnostic Tool (CDT) log generated on the WFBS server
• Copy of the Internet Information Services (IIS) log under the following locations:
  • For IIS 7.0: ..\Inetpub\wwwroot\logfiles\W3SVCnumber\ex yymmdd.log
  • For IIS 6.0: %windir%\System32\LogFiles\W3SVCnumber ex yymmdd.log

  where "number" is the site ID for the Smart Scan website while "yymmdd" is the date the log file was created or modified