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Installing the latest critical patch or service pack on an Apex One or OfficeScan server fails

    • Updated:
    • 29 Jul 2020
    • Product/Version:
    • Apex One All
    • OfficeScan
    • Platform:
Summary

It has been reported that in some cases when you attempt to install the latest critical patch or service pack on an Apex One or OfficeScan server, it can sometimes fail.

For example:

  • In the OfficeScan server, when attempting to install CP 5474 onto an OfficeScan server, it fails and the following is seen in TMPatch.log:
    [2020-03-19:16:33:29]Create new File Failed,last error:[32]
    [2020-03-19:16:33:29]Rollback the file because the file copy fail.
    [2020-03-19:16:33:29][perfLWCSPerfMonMgr.dll
    C:\Users\SYSEBR~1\AppData\Local\Temp\3\7zS4D98.tmp\FileGroup82\perfLWCSPerfMonMgr.dll-> C:\Program Files (x86)\Trend Micro\OfficeScan\PCCSRV\LWCS\perfLWCSPerfMonMgr.dll fail]
    
  • In the Apex One server, when attempting to install CP 2012, it fails and the following is seen in TMPatch.log:
    [2019-10-17:17:02:33]
    [D:\ApexOne\PCCSRV\Backup\CriticalPatch_B2012\WSS\perfWssPerfMonMgr.dll : D:\ApexOne\PCCSRV\Backup\CriticalPatch_B2012\WSS\perfWssPerfMonMgr.dll[3.1.0.1009]->D:\ApexOne\PCCSRV\WSS\perfWssPerfMonMgr.dll[3.1.0.1009]]
    [2019-10-17:17:02:33]Create new File Failed,last error:[32]
    [2019-10-17:17:02:33][Rollback failed , skip it : D:\ApexOne\PCCSRV\Backup\CriticalPatch_B2012\WSS\perfWssPerfMonMgr.dll->D:\ApexOne\PCCSRV\WSS\perfWssPerfMonMgr.dll]
    [2019-10-17:17:02:33][D:\ApexOne\PCCSRV\Backup\CriticalPatch_B2012\WSS\perfWssPerfMonMgr.dll : D:\ApexOne\PCCSRV\Backup\CriticalPatch_B2012\WSS\perfWssPerfMonMgr.dll[3.1.0.1009]->D:\ApexOne\PCCSRV\WSS\perfWssPerfMonMgr.dll[3.1.0.1009] fail.]
    
 
In most cases, the error can be quickly found by scrolling to the bottom of the TMPatch.log and searching for the word "failed".
Details
Public

To resolve the issue:

  • For OfficeScan:
    1. On the OfficeScan server, stop the OfficeScan Master Service via services.msc.
    2. Go to C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\LWCS\perfLWCSPerfMonMgr.dll.
    3. Rename perfLWCSPerfMonMgr.dll to perfLWCSPerfMonMgr_BACKUP.dll.
    4. Rename C:\TMPatch.log to TMPatch.log.bak.
    5. Restart the OfficeScan Master Service.
    6. Attempt the patch installation again.

    If it still fails to complete the installation, a check of the newly generated TMPatch.log is required.

    In some instances, a second attempt still fails and is observed as failing to copy perfWssPerfMonMgr.dll. The procedure to replace perfWssPerfMonMgr.dll is similar to the instructions above. Just make sure that the correct path to rename the file is followed.

  • For Apex One:
    1. On the Apex One server, stop the Apex One Master Service via services.msc.
    2. Go to D:\ApexOne\PCCSRV\WSS\perfWssPerfMonMgr.dll.
    3. Rename perfWssPerfMonMgr.dll to perfWssPerfMonMgr.dll.bak.
    4. Rename C:\TMPatch.log to TMPatch.log.bak.
    5. Restart the Apex One Master Service.
    6. Run the patch again.

If the installation still fails, please contact Trend Micro Technical Support.

Premium
Internal
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Rating:
Category:
Troubleshoot; Update
Solution Id:
000247821
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