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"The service is not running" error appears in SafeLock (TMSL) TXOne Edition Agent Service after scanning with Portable Security (TMPS)

    • Updated:
    • 21 Feb 2020
    • Product/Version:
    • Portable Security 2.0
    • Safe Lock TXOne Edition
    • Platform:
    • N/A
Summary

TMSL TXOne Edition stops working after running a scan with TMPS, then it reboots. When this happens, the TMSL Service remains stopped and you may get an error message stating that the service is not running.

safelock error

Details
Public

This issue is caused by Safelock drivers being replaced by Portable Security drivers to a newer version. Trend Micro Safelock TXOne Edition uses tmcomm driver version 6.60.0.1081, and this gets replaced by Portable Security tmcomm driver version 6.70.0.1117 when you run Portable Security on the same machine. After rebooting and drivers have been updated, the Safelock Service cannot function properly causing it not to start, thus displaying the error,

"The service is not running"

Affected versions:

  • Trend Micro Safe Lock TXOne Edition and Trend Micro Portable Security 2.0 SP4 + CP8035 or later
  • Trend Micro Safe Lock TXOne Edition and Trend Micro Portable Security 3.0

Affected OS:

  • This issue only affects x86 OS.

Workaround/Solutions:

  • [ Workaround ] For Portable Security 2 users, roll back to a version before SP4 CP8035.
  • [ Workaround ] For Portable Security 3 users, enable the setting “Scan without saving temporary files”. With this setting, the issue won’t be triggered because the Portable Security drivers won’t be installed to the system.
  • [ Workaround ] Reinstall the Safelock Agent to revert the replaced driver to original state. Take note that the issue will recur if you run Portable Security scan again on the newly installed Safelock Agent.
  • [ Patch ] A patch on Safelock side will be released to fix the issue. The ETA is on May 2020.
  • [ Patch ] A patch on Portable Security was released last Mar 11. Please run an update with your Portable Security device to apply the patch.

When you run a scan, it should update the tmcomm.sys version to the fixed version 6.70.0.1123.

Premium
Internal
Partner
Rating:
Category:
Configure; Troubleshoot
Solution Id:
000241970
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