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:
- Open the Start menu and search for Control Panel.
- Click Network and Internet.
- Click Internet Options.
- Click Connections > LAN settings.
- 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.
- Tick the Bypass proxy server for local addresses checkbox and then click OK.
- 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.
- 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