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"Unable to connect to the server..." appears on the client machine in OfficeScan (OSCE)

    • Updated:
    • 31 Jan 2018
    • Product/Version:
    • OfficeScan 11.0
    • OfficeScan 11.0
    • OfficeScan XG
    • OfficeScan XG.All
    • Platform:
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-Bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit

Upon clicking the Update Now button, the message "Unable to connect to the server. There may be a problem with the server or network or the proxy information is incorrect" appears and OfficeScan client/agent machines cannot download the updates using a regular user account.


This issue occurs due to incorrect folder permissions in OfficeScan.

To resolve the issue:

  1. Configure IIS to allow IIS to control password.
  2. Open the Internet Information Services (IIS) Manager under Administrative Tools.
    1. Choose the <Server Name>, and then expand Web sites.
    2. Go to Default Web siteOfficeScan. You can also find a web site with the name OfficeScan and if it installs as a virtual web site.
    3. Right-click OfficeScan virtual folder, then select Properties.
    4. Click the Directory Security tab and then the Edit button.
    5. Enable the Anonymous Access and Integrated Windows Authentication options.
    6. Click the Edit button under the Anonymous Access option.
    7. Use a valid IUSR_<servername> account.
    8. Enable the Allow IIS to control password option.
    9. Apply the changes made.
  3. Restart the World Wide Web Publishing service.
    1. Open Services under Administrative Tools.
    2. Look for World Wide Web Publishing.
    3. Restart the service.
  4. Run the SVRSVCSETUP -setprivilege command.
    1. Open a command prompt.
    2. Change the directory to ..\pccsrv
    3. Run the command "SVRSVCSETUP.exe -setprivilege".

Should the issue continue to occur, do the following:

  1. Download and run the CDT tool.
  2. Collect the logs and send them to Trend Micro Technical Support for analysis and escalation.
For information on recreating a Virtual Directory for OfficeScan, check out this article.
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