Clients with more than one Network Interface Card (NIC) appear as offline and fail to update

Worry-Free Business Security Advanced10.0 , Worry-Free Business Security Advanced8.0 , Worry-Free Business Security Advanced9.5

Last updated: 2021/08/28

Solution ID: KA-0002174

Category: Update

Clients that have more than one NIC show up as offline on the Worry-Free Business Security (WFBS) server console and fail to update successfully.

This may happen if the client computers bind by default to an IP address with an incorrect subnet.

This article applies when the Client/Server Security Agent is unable to get updates from the Security Server.

To fix the issue, make sure the clients use the correct IP address.Do the following:

On the client computer, click Start > Settings > Control Panel and then double-click Network Connections.
On the menu bar, click Advanced > Advanced Settings.
Under the Adapters and Bindings tab, select the adapter in the Connections box that uses your preferred IP address.
Click the up arrow button on the right to move the adapter to the top, and then click OK.
Reboot the client computer or restart one of these services:

Verify if the client has the correct IP address and shows up as online.
1. Log in to the server console of your Trend Micro product, and then click Security Settings.
2. Select the client and then click Refresh. The client should now have the correct IP address and should show up as online.
3. Click Updates > Manual > Update Now and then verify on the server console if the client updates correctly.

Click Start, then type "ncpa.cpl" in the Search field.
Click ncpa.cpl from the results. This will open the Network Connections window.
Press the Alt button on your Keyboard, to show the Menu bar.
Click Advanced > Advanced Settings.
Under the Adapters and Bindings tab > Connections section, select the adapter that uses your preferred IP address.
Click the Up Arrow button on the right to move the adapter to the top, and then click OK.
Restart the Trend Micro Security Agent Listerner service, or reboot the client computer.
Verify if the client has the correct IP address and shows up as online.
Login to the server console of your Trend Micro product, then click Security Settings.
Select the client and then click Refresh. The client should now display the correct IP address, and shows up as online.
Click Updates > Manual > Update Now, then verify on the server console if the client updates correctly.

If the issue persists, contact Trend Micro Technical Support.

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