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Troubleshooting the "Smart Scan Service is not available now" error in the Worry-Free Business Security (WFBS) console

    • Updated:
    • 14 Oct 2015
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 7.0
    • Worry-Free Business Security Standard/Advanced 7.0
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • Windows 2000 Professional
    • Windows 2000 Small Business Server
    • Windows 2003 Home Server
    • Windows 2003 Standard Server Edition
    • Windows 2008 Essential Business Server
    • Windows 2008 Small Business Server
    • Windows 7 32-bit
    • Windows Vista 32-bit
    • Windows XP Professional
Summary

You receive the message "Smart Scan Service is not available now" when accessing the WFBS console.

Smart Scan Service unavailable

Details
Public

For WFBS 9.0, apply critical patch build 1433 to fix this problem.

For versions WFBS 8.0 and below, make sure that the Smart Scan Server website is started:

Using Internet Information Services (IIS) 6.0 on Windows 2003

  1. Open the IIS Manager, then expand [server name] > Web Sites > Smart Scan Server.
  2. Right-click Smart Scan Server, then select Restart.

Using IIS 7.0 on Windows 2008

  1. Open the IIS Manager, then expand [server name] > Web Sites > Smart Scan Server.
  2. Right-click the Smart Scan Server, then click Manage Web Site > Restart.

Recreating the Smart Scan Server website

  1. On the Security Server, open a command prompt window.
  2. Go to the ..\PCCSRV directory.
  3. Type the following commands:

    svrsvcsetup –install
    svrsvcsetup –setvirdir
    svrsvcsetup –setprivilege
    svrsvcsetup –enablessl

If the the issue still occurs, contact Trend Micro Technical Support and provide the following:

  • Case Diagnostic Tool (CDT) log generated on the WFBS server
  • Copy of the IIS log
    • For IIS 7.0, this is the ..\Inetpub\wwwroot\logfiles\W3SVCnumber\exyymmdd.log
    • For IIS 6.0, this is the %windir%\System32\LogFiles\W3SVCnumberexyymmdd.log

      where:

      number is the site ID for the Smart Scan website.
      yymmdd is the date the log file was created or modified.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1054014
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