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Security Agent Installation says "Installation Successful" but services and drivers are missing in WFBS-SVC

    • Updated:
    • 2 Sep 2020
    • Product/Version:
    • Worry-Free Business Security Services
    • Platform:
Summary

This article addresses instances where the Security Agent installation says "Installation Successful", the services and drivers are missing, and the Security agent files may also be corrupted. This is not a common issue but if you observe the same error messages below, recommendations may help to resolve the issue.

During troubleshooting, you may encounter the following errors:

  • Installation finished but after 2 to 3 minutes, you receive an "Unable to open the Trend Micro Security Agents Real-time Scan service. Manually start Real-time Scan service from the Windows Services screen" error
  • The Event Viewer error shows "Instreg.exe failed to check file integrity"
  • From the debug logs collected, some files in CCSF_x64.zip did not pass the digital signature checking
Details
Public

Below is the log snippet from the ofcdebug.log file in the WFBS_Debug folder:

2020 01/27 17:17:50 [3128 : 1c44] (00) (E) [-IPC-][instreg.exe]COIPCObj::InitIPCListenPort - MapViewOfFile failed with Windows error code: [183]. - [oipcobj.cpp(399)]
2020 01/27 17:17:50 [3128 : 1c44] (00) (E) [][instreg.exe]CommonClientUtility::CRegistryController::GetValueString - CRegKey::Open failed with Windows error code:[2]. - [ccutil_registrycontroller.cpp(54)]
2020 01/27 17:18:58 [3128 : 1c44] (00) (E) [][instreg.exe]COfcDigitalSignatureManager::VerifyFileWithDatFHS - failed to check digital signature for C:\Program Files (x86)\Trend Micro\Security Agent\Temp\CCSF\CCSF\module\scan\tmel.sys, err=536876103 - [ds_ofcdsmanager.cpp(578)]
2020 01/27 17:18:58 [3128 : 1c44] (00) (E) [][instreg.exe]COfcDigitalSignatureManager::VerifyFileWithDatFHS - failed to check digital signature for C:\Program Files (x86)\Trend Micro\Security Agent\Temp\CCSF\CCSF\module\TrxHandler\libcurl.dll, err=-2146762479 - [ds_ofcdsmanager.cpp(578)]
2020 01/27 17:19:02 [3128 : 1c44] (00) (E) [][instreg.exe]COfcDigitalSignatureManager::VerifyFileWithDatFHS - failed to check digital signature for C:\Program Files (x86)\Trend Micro\Security Agent\Temp\CCSF\CCSF\module\BES\firefoxextension\core\TmBpFfCore.dll, err=-2146762479 - [ds_ofcdsmanager.cpp(578)]
2020 01/27 17:19:03 [3128 : 1c44] (00) (F) [][instreg.exe]CInstregApp::InitInstance - Bypass CCSF package since it failed to check package integrity. - [instreg_instreg.cpp(860)]
2020 01/27 17:19:03 [3128 : 1c44] (00) (F) [-IPC-][instreg.exe][PFW][ReceiveStop] PipeServer is not initialed. RC[0x1000000A] - [oipcobj.cpp(1112)]
2020 01/27 17:19:03 [3128 : 1c44] (00) (E) [-IPC-][instreg.exe][PFW][ReceiveStop] <--- RC[0x1000000A] - [oipcobj.cpp(1113)]
2020 01/27 17:19:04 [2508 : 1408] (00) (E) [-IPC-][InstReg.exe]COIPCObj::InitIPCListenPort - MapViewOfFile failed with Windows error code: [183]. - [oipcobj.cpp(399)]
2020 01/27 17:19:04 [2508 : 1408] (00) (F) [-IPC-][InstReg.exe][PFW][ReceiveStop] PipeServer is not initialed. RC[0x1000000A] - [oipcobj.cpp(1112)]
2020 01/27 17:19:04 [2508 : 1408] (00) (E) [-IPC-][InstReg.exe][PFW][ReceiveStop] <--- RC[0x1000000A] - [oipcobj.cpp(1113)]

Below is the log snippet within wofie_install from the WFBS_Debug folder:

WFBS_Debug

From Process Monitor, the following lines can be found:

  • These lines show that the Trend Micro certificate is not found under Trusted Certificates:

    Trusted Certificates

  • These lines show that the Trend Micro certificate is under Disallowed System Certificates:

    Disallowed System Certificates

To resolve this isolated issue:

  1. Open Certificate Manager from the machine.
  2. Navigate to Untrusted Certificates > Certificates.
  3. Look for Trend Micro, Inc. certificates if present. This includes SHA256 and SHA1 certificates.
  4. Remove certificates under Untrusted Certificates.
  5. Install certificates under Trusted Root CA.
  6. Uninstall the Security Agent remnants. You can make use of the uninstall tool or manually delete the security agent files.
  7. Reinstall the Security Agent.
Premium
Internal
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Rating:
Category:
Troubleshoot; Install
Solution Id:
000267250
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