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OfficeScan client/agent sends a large number of outdated virus infection email notification

    • Updated:
    • 18 Apr 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • Platform:
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
    • 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
Summary

OfficeScan clients/agents continually receive outdated email alerts and the Administrator receives as much as 15 emails per second. However, no virus logs are created on the server. The infected client/agent computers have already been cleaned and the viruses were removed using Damage Cleanup Services (DCS).

Know what triggers the reproduction of these outdated alert email notifications and how to stop these alerts without disabling the email notification alerts.

Details
Public

Email notifications are backed up in the ..\OfficeScan Client\Hlog directory. The virus logs that are generated every time the client/agent performs an action (other than quarantine) on an infected file are also kept in this directory.

The TmListen.exe application sends these logs to the OfficeScan server. Afterwards, all the log files in the ..\OfficeScan Client\HLog directory are deleted.

A large number of standard email notification alerts are continually received because the virus logs were not sent to the server successfully. This failure to send logs may be caused by a problem with the client/agent-server communication or a database corruption.

To resolve the issue:

  1. Stop the OfficeScan NT Listener.
    1. Click StartRun, and then type the "services.msc" command.

      The Services window appears.

    2. Right-click the OfficeScan NT Listener and click Stop.
  2. Delete the virus logs.
    1. On the client machine, right-click the OfficeScan client icon then, click OfficeScan Main.
    2. Click the Log Report tab.
    3. Select the View Virus Logs option.
    4. Specify the date of the logs to be viewed.
    5. Click the Options button in the Log Maintenance section.
    6. Specify the number of days for the logs to be deleted then, click OK.
  3. Go to the ..\ProgramFiles\TrendMicro\OfficeScan Client directory.
  4. Purge the \Hlog folder, or rename it to \HlogOld then, create a new \Hlog folder in the ..\OfficeScan Client directory.
  5. Restart the OfficeScan NT Listener service.
    1. Click StartRun, and then type the "services.msc" command.

      The Services window appears.

    2. Right-click the OfficeScan NT Listener, and then click Start.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
0124409
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