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"To complete the installation, restart the computer" message appears when installing the Client/Server Security Agent of Worry-Free Business Security Services (WFBS-SVC)

    • Updated:
    • 4 Feb 2016
    • Product/Version:
    • Worry-Free Business Security Services 5.7
    • Worry-Free Business Security Standard/Advanced 8.0
    • Platform:
    • Windows 2003 Standard Server Edition
    • Windows 2008 Datacenter Server
    • Windows 2008 Enterprise Server
    • Windows 2008 Standard Server Edition
    • Windows Vista 32-bit
    • Windows XP Home
Summary

You cannot install the Client/Server Security Agent and you receive the following pop-up notification:

Client/Server Security Agent installation error message

 
The issue may also occur after agent upgrading to WFBS 6.0.
Details
Public

You may encounter the issue due to the following:

The system catalog file is missing or corrupted

When this happens and the Client/Server Security Agent tries to install the firewall driver, the following error will appear in the ..%systemroot%\SetupApi.log file:

0x800b0100: No signature was present in the subject

To resolve this, do the following:

  1. Stop the Cryptographic Services.
  2. Go to the C:\Windows\system32\catroot2 subfolder and rename it as "oldcatroot2".
  3. Start the Cryptographic Services.
  4. Open the command prompt and run the following commands:
    • regsvr32 wintrust.dll - This registers Microsoft Trust Verification
    • regsvr32 netcfgx.dll - This registers Network Configuration Objects
  5. Restart your computer.

The system infcache file is corrupted

When this happens and the Client/Server Security Agent tries to install the firewall driver, the following error appears in the ..%systemroot%\SetupApi.log file:

0xe0000228: There are no compatible drivers for this device

To resolve this, do the following:

  1. Go to the C:\Windows\inf\infcache.1 file and rename it as "infcache.1_backup".
  2. Restart your computer.

If the issue persists after performing the steps above, install the Trend Micro Proxy driver by doing any of the following procedures:

Option I: Using the command line

 
This option does not apply to WFBS-SVC. If you are using this service, then proceed to Option II.
  1. On the Security Server, go to the ..\PCCSRV\Pccnt\Drv folder and copy the following files:
    • tmtdi.inf
    • tmtdi.sys
    • tmtdi.dll
  2. Go to the C:\Program Files\Trend Micro\Client Server Security Agent folder of the Client machine having the issue, then paste the files you copied in Step 1.
  3. Open a command prompt window and run the following commands:

    "C:\Program Files\Trend Micro\Client Server Security Agent\tdiins.exe" -r
    "C:\Program Files\Trend Micro\Client Server Security Agent\TmTdi.inf"

  4. Restart the machine.

Option II: Using the .inf file

  1. Go to …\Program Files\Trend Micro\Client Server Security Agent.
  2. Right-click the tmtdi.inf file, then select Install.
  3. Reboot the machine if it still prompts you. Otherwise, go to Step 4.
  4. Open the Registry Editor.
     
    Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
  5. Go to the HKLM\System\CurrentControlSet\Services\tmtdi registry hive, and make sure that the tmtdi is there.
  6. Observe if the notification will still appear in a few minutes.

If the issue still persists, install the Trend Micro Firewall driver. Do the following:

  1. Open a command prompt and go to …\Program Files\Trend Micro\Client Server Security Agent.
  2. Type the following command:

    Ncfg.exe –ir "C:\Program Files\Trend Micro\Client Server Security Agent \TM_CFW.inf" Software\TrendMicro\NSC\PFW InfNameForCfw

  3. Restart the machine.

If the issue still occurs, contact Trend Micro Technical Support and provide the Case Diagnostic Tool (CDT) log generated on the client computer.

For instructions on how to get the CDT logs, refer to this solution: How to use the CDT to collect all the information needed by Trend Micro Technical Support.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1038557
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