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Smart Scan Agent of Worry-Free Business Security (WFBS) is disconnected

    • Updated:
    • 7 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 2003 Home Server
    • Windows 2003 Small Business 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 encounter any of the following scenarios in WBFS:

  • Location awareness is enabled.
  • The Security Agent is always set to "Out of Office".
  • The Security Agent is unable to ping the Security Server gateway information.
  • The Security Agent is online, but the Smart Scan agent is disconnected.
  • Security Agents with no Gateway IP addresses cannot connect to Smart Scan service even when they appear online on the web console.
  • The error "Scan Service disconnected" appears.
Details
Public

When Smart Scan and Location Awareness are both enabled, Agents with no Gateway IP addresses will be on "Out-of-office" status. Agents with Out-of-office status will connect to Trend Micro’s Global Smart Scan server instead of the Local or Integrated Smart Scan server.

If location awareness is disabled, the WFBS Security Agents' location will be set to "In Office". Once they have In-Office status, they will connect first to the Local Smart Scan server or Integrated Scan Server. If they fail to connect to the Local Smart Scan or Integrated Scan Server, they will try to connect to the Global Smart Scan server.

It is recommended to use Conventional Scan for clients without Internet connection / Gateway IP.

To resolve the connection issues of the Smart Scan Agent, do any of the following options:

  1. Log in to the WFBS console.
  2. Go to Preferences > Global Settings > Desktop/Server tab.
  3. Under the Location Awareness section, add the Gateway IP address.
  4. Click Save.
  1. Log in to the WFBS console.
  2. Go to Preferences > Global Settings > Desktop/Server tab.
  3. Under the Location Awareness section, untick the Enable location awareness option.
  4. Click Save.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1054905
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