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Troubleshooting guide for clients/agents appearing as "Offline" in the management console of Apex One

    • Updated:
    • 27 Dec 2021
    • Product/Version:
    • Apex One
    • Apex One All
    • Platform:

Agents appear offline in the OfficeScan management console because of several reasons:

  • The Apex One agent cannot communicate with the Apex One server.
  • The configuration of the individual Apex One agents differs from that of the server.
  • After migrating or upgrading to the latest version, the Apex One agents could either not be viewed on the management console or could not connect to the OfficeScan server (agent appears offline after an upgrade).

Depending on your case, do any of the following:

  1. On the server machine, open the ..\PCCSRV\ofcscan.ini file in a text editor.
  2. Note the values of the following parameters:
    • Master_DomainName
    • Master_DomainPort
    • Client_LocalServer_Port
  3. Open the Registry Editor (regedit.exe) on the client/agent computer.
    Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
  4. Open either of the following registry hives:
    • For 32-bit machines: HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion
    • For 64-bit machines: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion
  5. Check the values of the following registry keys and modify as necessary:
    • LocalServerPort - must have the same value as Client_LocalServer_Port
    • Server - must have the same value as Master_DomainName
    • ServerPort - must have the same value as Master_DomainPort
  1. Log in to the Apex One web console, then go to Administration > Settings > Product License.

    Product License

    Click the image to enlarge.

  2. Check if the status is Activated.
  1. On the Apex One Server, open a command prompt window.
  2. Go to the PCCSRV directory.
  3. Run the following commands:

    svrsvcsetup -setvirdir
    svrsvcsetup -setprivilege

  4. If you are using SSL, run the following command:

    svrsvcsetup -enablessl

  1. Open the Apex One management console and navigate to Agents > Agent Management.
  2. On the agent tree, click Add Domain.
  3. Type a name for the domain, then click OK.
  4. Drag the client/agent that has an offline or disconnected status to the new domain.
  5. On the client/agent machine, restart the Apex One NT Listener service.
  6. Right-click the Apex One icon on the system tray then click Update Now.
  7. Refresh the management console to verify if the client/agent now appears correctly.
  1. On the affected client machine, open Run command, and enter the following command:
    \\<Apex One servername>\ofcscan\autopcc.exe -f -u -v

    Autopcc Command

  2. Wait for the command prompt to be finished.

    Command Prompt

  3. Open the management console to verify if the client now appears correctly.

If the issue persists after following the procedures above, do the following:

  1. Note down the following:
    1. When did the issue first occur? Was it working properly before? What prior activities were taken that you think may contribute to the issue?
    2. How many clients/agents are managed by your server?
    3. How many clients/agents and what operating systems are affected? Do some clients/agents show up properly in the management console?
    4. Are the clients/agents on the same local area network as the server? Are there any proxies/firewalls/NATs/VPNs/DMZ between them?
  2. Use the Case Diagnostic Tool to collect debugging information. Run it once on both the server and the affected client/agent.
  3. Collect IIS logs from the server:
    • C:\inetpub\logs\LogFiles\W3SVC1 (when using default website)
    • C:\inetpub\logs\LogFiles\W3SVC# (when using virtual website; check Site # of OfficeScan in IIS Manager).
  4. Send all the information above to Trend Micro Technical Support or contact your Technical Account Manager.
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