Update the OSCE 11.0 servers and clients to the latest build in order to resolve unknown communication issues, and then troubleshoot:
- Make sure that OSCE 11.0 Service Pack 1 (SP1) (Build 2995) and osce-11-sp1-win-en-criticalpatch-4150-r2.exe (or later) have already been applied to the OSCE server and deployed to the client machines, so that you are using the latest public build of the product. The latest service packs and patches for OSCE 11.0 can be found here.
- After updating OSCE 11.0 to the latest build:
- Remove any corrupted database entries using the steps in the following article: Unable to access the OfficeScan console due to high CPU usage.
- If repairing the database issues does not resolve the issue, then recreate the OSCE virtual directories. Refer to the following article for the steps: Recreating Virtual Directory for OfficeScan (OSCE).
- If restoring the OSCE virtual directories does not resolve the issue, then check for communication issues with the OSCE server. Refer to the following article for the steps: Troubleshooting guide for clients/agents appearing as "Offline" in the management console.
If following the steps above still does not resolve the issue, then enable debugging on the OSCE server and collect the debugging logs:
- Download and extract the full Case Diagnostic Tool (CDT) to the OSCE server. Do not use the CDT Light version for debugging purposes.
- Run the tool and reproduce the issue. Refer to the following article: Using The Case Diagnostic Tool (CDT).
- After reproducing the issue, collect the CDT logs from the OSCE server.
- Contact Trend Micro Technical Support to request for assistance in further troubleshooting the case and to submit the logs for analysis.