Views:

To resolve the issue, check the following:

  • Make sure that you have the correct Internet connection settings. You may be having Internet connection issues because of incorrect DNS, Gateway, or Proxy configurations.
  • Make sure to allow cookies on your browser. You may choose Low for Internet Explorer settings and Accept cookies from sites for Mozilla Firefox settings.
  • When your computer is connected to the Internet through a proxy server, make sure that the system proxy setting is applied to the WFBS-SVC agent, WFBS-SVC_Agent_Installer.exe and WFBS-SVC_Downloader.exe.

To set the system proxy for Windows 10:

  1. Open the Start menu and search for Control Panel.
  2. Click Network and Internet.
  3. Click Internet Options.
  4. Click Connections > LAN settings.
  5. Tick the Use a proxy server for your LAN (These settings will not apply to dial-up or VPN connections) check box, and then enter the correct proxy server address and port number.

    Module state

  6. Tick the Bypass proxy server for local addresses checkbox and then click OK.
  7. Reinstall the agent.
  • For Windows Server 2012 and up, open the Server Manager and look for the IE Enhanced Security Configuration and make sure it is disabled.

    IE Enhanced Security

  • Clear the browser cache.
  • Clear temporary files on the temp folder (%temp%).
  • Use a different installation method.
     

If the issue persists, contact Trend Micro Technical Support, and then provide the Case Diagnostic Tool (CDT) log generated on the machine.

Gather the following additional logs:

Downloader Logs:

 
Clear %temp% before replicating the issue
 
  • %temp%\Downloader.ini
  • %temp%\OFCNT.log
  • %temp%\MsiexecLog.log
  • %temp%\wfbss_downloader.log
  • %temp%\hosted_pak_inst folder
  • %temp%\InitialSetting.GPB

Registry Export and Install Logs:

  • %temp%\OFCNT.log
  • %temp%\SVCNT.log
  • \HostedAgent\log\agent.log
  • "HKLM\" Registry Export
  • "HKEY_Current_User" Registry Export