In this scenario, the most common cause is network connection problem. To resolve the issue, do any of the following:

• SSH to IWSVA and telnet over port 80 and 443 to the following addresses:

  • licenseupdate.trendmicro.com
  • olr.trendmicro.com
• Ensure DNS resolution is working throughout your environment.
• If you are using an upstream proxy, make sure that the Connection Settings are correct in IWSVA. To check, go to Updates > Connection Settings.
• If you receive the the error only once or twice a day, refer to the KB article: Receiving “Generic failure on source network” notification from InterScan Web Security Virtual Appliance (IWSVA).

If the above solutions did not resolve the issue, reproduce the error while the debug System Information file and packet capture are enabled, refer to the KB article: Collecting debug logs in InterScan Web Security Virtual Appliance (IWSVA) and send them to Trend Micro Technical Support.


Please note that this issue with same error relating to ActiveUpdate (patterns) is resolved in SP3 for IWSVA 6.5. The patch can be requested by raising a support case.