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When Smart Scan and Location Awareness are both enabled, Agents with no Gateway IP addresses will be on "Out-of-office" status. Agents with Out-of-office status will connect to Trend Micro’s Global Smart Scan server instead of the Local or Integrated Smart Scan server.

If location awareness is disabled, the WFBS Security Agents' location will be set to "In Office". Once they have In-Office status, they will connect first to the Local Smart Scan server or Integrated Scan Server. If they fail to connect to the Local Smart Scan or Integrated Scan Server, they will try to connect to the Global Smart Scan server.

It is recommended to use Conventional Scan for clients without Internet connection / Gateway IP:

  1. On the WFBS console, click Security Settings.
  2. Click a Servers (Default) or Desktops(Default) group.
  3. Click Configure.
  4. Click Conventional Scan.
  5. Click Save.

To resolve the connection issues of the Smart Scan Agent, do any of the following options:

  1. Log in to the WFBS console.
  2. Go to Administration > Global Settings > Desktop/Server tab.
  3. Under the Location Awareness section, add the Gateway IP address.
  4. Click Save.

  1. Log in to the WFBS console.
  2. Go to Administration > Global Settings > Desktop/Server tab.
  3. Under the Location Awareness section, untick the Enable location awareness option.
  4. Click Save.
Keywords: Smart scan disconnected,smart scan service is not connected,security agent is out of office,cannot ping security server gateway,agent out of office,in office status