To resolve the issue:
Make sure that the agent is online and can connect to the Internet.
- Log on to the WFBS-SVC web console.
- Click Security Agents.
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Locate the missing agent/computer using any of the following:
- Search Bar - Search using the computer name or IP address of the computer. For more information, read this article: Searching clients in WFBS-SVC.
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Group Tree Pane
- If the agent is newly installed, look for the agent under Desktop (Default)/Server (Default).
- If the agent is previously installed in a Group, go to the Group and locate the agent/computer.
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Computer Pane
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Increase the Pagination settings (computers per page).
- Scroll the page and look for the missing agent/computer on the right pane.
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Open a command prompt and do a "tracert" to the WFBS-SVC servers.
- North America and other regions: wfbs-svc-nabu-aal.trendmicro.com
- Europe, Middle East and Africa region: wfbs-svc-emea-aal.trendmicro.com
The trace should be complete.
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Open the Registry Editor (regedit.exe).
Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems. -
Go to the following registry hive:
- For 32-bit OS: \HKEY_LOCAL_MACHIINE\SOFTWARE\Trendmicro\PC-cillinNTCorp\CurrentVersion\HostedAgent
- For 64-bit OS: \HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\HostedAgent
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Double-click the AC registry key and check if it uses the correct/latest Activation Code.
It should show the same Activation Code found in the Administration > License Information tab page of the web console.
- Use the Web Installation Link on the agent.
In case the above steps did not resolve the issue, contact Trend Micro Technical Support for further assistance.