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Known Issue when redeploying Basecamp agent using Basecamp uninstaller without reboot

    • Updated:
    • 14 Jan 2022
    • Product/Version:
    • Trend Micro Vision One
    • Platform:
Summary

Trend Micro Endpoint Basecamp (a.k.a. XBC) provides a robust way to deploy Trend Micro solutions to the endpoint side and also introduce important common endpoint functions for Trend Micro agents. Users can redeploy the Basecamp agent by using Basecamp uninstaller, which uninstalls the existing basecamp agent, and deploy it again. However, if the new basecamp agent is deployed before the endpoint reboot, then the basecamp file will be deleted after the endpoint reboot. To address this issue, a new version of Basecamp uninstaller and Basecamp agent will be released.

Details
Public

Once the Basecamp files are deleted, users cannot enable or disable the feature on the Vision One console. When checking C:\Program Files (x86)\Trend Micro\Endpoint Basecamp, the file path is missing but the registry still exists:

\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\TMSecurityService

Please put XBC redeployment (uninstall and deploy again) on hold and follow these instructions:

  1. Request for a new XBC uninstaller (request after Jan. 12, 2022).
  2. Uninstall your XBC agent after our 2022 Jan. agent rollout (the ETA to complete the rollout would be Jan. 26, 2022)

If your endpoint has the above symptom, please deploy the XBC package again to the affected endpoint.

Premium
Internal
Partner
Rating:
Category:
Troubleshoot; Deploy; Uninstall
Solution Id:
000290355
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