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Troubleshooting patch installation failures

    • Updated:
    • 7 Oct 2015
    • Product/Version:
    • Control Manager 6.0
    • InterScan Messaging Security Suite 7.1 Windows
    • InterScan Messaging Security Suite 7.5 Windows
    • ServerProtect for Microsoft Windows/Novell Netware 5.8
    • ServerProtect for Storage 6.0
    • Platform:
    • Windows 2003 Enterprise Server
    • Windows 2003 Standard Server Edition
    • Windows 2008 Enterprise Server
    • Windows 2008 Standard Server Edition
Summary

While applying service packs or cumulative patches, the installation failed or rolled back. You then checked the tmpatch.log and rename the file that the patch failed to replace. However, the patch setup still failed to replace another file.

Details
Public

When a service pack or patch is applied, it stops the related services, replaces specific files, and then starts the services. Issues in patch installations usually happen when another process or application is using the file so that it is locked with the process and could not be replaced by the patch setup.

To see what processes or applications are using the file:

  1. Download the process explorer tool from Microsoft.
  2. Stop all the related Trend Micro services on the server.
  3. Stop the World Wide Web Publishing service.
  4. If you are applying a patch for Control Manager (TMCM) or OfficeScan, go to task manager and then kill or stop dbserver.exe.

    If not, proceed to step 5.

  5. Run the process explorer tool and then click the Agree button.
  6. On the menu, click Find.
  7. Select handle or dll, and then enter the installation folder name of the product you are patching.
    For example, if it is TMCM, type the TMCM installation directory.
     
    This search will display any file inside the product directory that are still locked or being used. You can temporarily kill or stop the processes or services.
  8. Run the patch application again.

If the issue still persists, it may be affected by the database issue. Collect and submit the following to Trend Micro Technical Support.

  • TMPatch.log located on C drive.
  • TMCM database for further checking.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1054732
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