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Unable to automatically update components in Safe Lock

    • Updated:
    • 4 Oct 2019
    • Product/Version:
    • Safe Lock 2.0
    • Platform:
Summary

Know what to check when automatic update of Safe Lock pattern/engine fails and the log files show the following error:

ActiveUpdate was unable to merge the incremental patch file.

Details
Public

To isolate any connectivity issues, check first whether you are able to connect to the ActiveUpdate Server:

  1. On your browser on the server, try to access the link:

    http://tmsl2-p.activeupdate.trendmicro.com/activeupdate/server.ini

    You should be able to download this file when successfully connected to the ActiveUpdate Server.
  2. Try to ping tmsl2-p.activeupdate.trendmicro.com
    If you are able to ping successfully, that there is a good connection to the ActiveUpdate Server.

To address the log error, do the following:

  1. Backup the folder C:\Program Files\Trend Micro\Safe Lock Intelligent Manager\ActiveUpdate\AU_Data\AU_Temp.
  2. Delete the contents of AU_Temp folder.
  3. Perform manual update again from the management console.
Premium
Internal
Rating:
Category:
Troubleshoot; Update
Solution Id:
000148754
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