Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

OfficeScan clients randomly disappear from the OfficeScan console

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows 2003 Compute Cluster Server
    • Windows 2003 Datacenter Server
    • Windows 2003 Datacenter Server Edition 64-bit
    • Windows 2003 Enterprise Server
    • Windows 2003 Home Server
    • Windows 2003 Small Business Server
    • Windows 2003 Standard Server Edition
    • Windows 2003 Standard Server Edition 64-bit
    • Windows 2003 Storage Server
    • Windows 2003 Web Server Edition
    • Windows 2008 Datacenter Server
    • Windows 2008 Datacenter Server Edition 64-bit
    • Windows 2008 Enterprise Server
    • Windows 2008 Enterprise Server Edition 64-bit
    • Windows 2008 Standard Server Edition
    • Windows 2008 Standard Server Edition 64-bit
    • Windows 2008 Storage Server
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

Some OfficeScan clients show symbol in the system tray indicating that they have not updated for a while. You may also notice that the OfficeScan clients appear offline or do not appear in the OfficeScan console. There are also instances when the clients will appear and then disappear later.

Details
Public

This issue has been observed on clients that were deployed using disk imaging. If the imaging procedure was not followed correctly, it is likely that the clients will have duplicate Globally Unique Identifier (GUID). 

An indication that this duplicate client GUID exists is when there is a CHKGUID.LOG file under the ..\PCCSRV\LOG folder in the OfficeScan server. This log file contains the list of clients having the duplicate GUIDs.

Another way to confirm is by checking the registry on the OfficeScan client machines to see if they have the same GUID.

The key is found under:

  • For a 32-bit machine:
    HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion
  • For a 64-bit machine:
    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion

To resolve this issue, do the following:

  • For OfficeScan 10.6, log in to the OfficeScan web console and go to Networked Computers > Connection Verification and click Verify Now.
  • For OfficeScan 11.0/XG, log in to the OfficeScan web console and go to Agents > Connection Verification

This automatically notifies the clients to generate a new GUID. This process will read the CHKGUID.LOG to check for duplicates. The server will then notify the clients to change the GUID and then re-register to the server.

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1055978
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support


To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.


Need More Help?

Create a technical support case if you need further support.