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Deep Security Agent (DSA) suddenly becomes offline on Windows Server 2008 R2

    • Updated:
    • 2 Sep 2021
    • Product/Version:
    • Deep Security
    • Platform:
Summary

DSA becomes offline after running for some time. Restarting the agent service fixes the issue.

On the logs at C:\Programdata\Trend Micro\Deep Security Agent\diag\ds_agent*.log, it shows that there is an error when running vmtoolsd.exe guestlib.stat.get json session.

2021-08-05 13:53:26.137963 [+0200]: [dsa.HostInfoVMW/5] | HostInfo_patch() vmtoolsd path:C:\Program Files\VMWare\VMWare Tools\vmtoolsd.exe found | dsa/HostInfoVMW.lua:137:GetVmtoolsdOutput | E5C:4108:ConnectionHandlerPool_0003
2021-08-05 13:53:26.200363 [+0200]: [dsa.HostInfoVMW/5] | run cmd:C:\Program Files\VMWare\VMWare Tools\vmtoolsd.exe cmd_para:--cmd="guestlib.stat.get json session" return ok:true err:0 output:'{"session":{"type":"static","units":"int","value":-7585897129516900111},"uptime":{"type":"static","units":"us","value":1174636408654},"version":"VMware ESX 6.5.0 build-13004031","provider":"","uuid.bios":"42 2e 9f 85 b8 c6 c5 e0-09 40 4b c2 c2 5e 78 79"}
 
' error:'' | dsa/HostInfoVMW.lua:152:GetVmtoolsdOutput | E5C:4108:ConnectionHandlerPool_0003
Details
Public

Add VMTOOLSD.EXE to process image exclusion:

  1. Navigate to the web console > Computer > computer properties > Anti-malware.
  2. Click Edit beside Real-time Scan Malware Scan Configuration.
  3. Go to Exclusions.
  4. Under "Process Image File List", click Edit then add the below entry:

    C:\Program Files\VMWare\VMWare Tools\vmtoolsd.exe

  5. Save the changes.
  6. If the server is currently offline, access it and restart the agent service.
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Category:
Troubleshoot
Solution Id:
000288761
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