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

Create a technical support case if you need further support.

Troubleshooting guide for Messaging Security Agent (MSA) installation issues in Worry-Free Business Security (WFBS)

    • Updated:
    • 18 Mar 2021
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 7.0
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Worry-Free Business Security Standard/Advanced 9.5
    • Platform:

Use this guide to help you isolate MSA installation issues and collect the necessary logs to submit to Trend Micro Technical Support.


Perform the following troubleshooting steps:

  1. Make sure you meet the system requirements:
  2. Check the accounts you are using to access the computer.
    1. Go to Start > Programs > Administrative Tools > Active Directory Users and Computers.
    2. Open the Users folder.
      • Exchange 2013/2016, the administrator account should be a member of the Organization Management group.
        • Active Directory Users and Computers > expand the Domain > Microsoft Exchange Security Groups > Right-click the Organization Management > Select Properties > Check if the account is under the Members tab
      • Exchange 2019 is not supported by MSA. Ask your reseller or distributor for SMEX license.
  3. Make sure that the Windows Installer Service is running.
    1. Go to Start > Run.
    2. Type "services.msc" and press Enter.
    3. Look for the Windows Installer service.

      If the Windows Installer service is not running or not started, right-click the service and select Start.

  4. Check if Active Directory is responding to queries using the Microsoft Active Directory Testing Tool.
  5. Manually uninstall the MSA to remove any corrupted or previous version that may prevent you from installing the MSA. ​​
    If you have issues on uninstalling the MSA manually, ask for the MSA Uninstaller Tool from Trend Micro Technical Support.

If the troubleshooting steps provided did not help solve the issue, collect the following logs and sent it to Trend Micro Technical Support:

  • Case Diagnostic Tool (CDT) log generated on the Exchange server. For the instructions on how to get this, refer to this link.

    On the Case Diagnostic Tool, ensure to select the Trend Micro Messaging Security Agent during product selection.

    Case Diagnostic Tool


  • Information about previously installed Trend Micro products on the server (e.g. ScanMail).
Troubleshoot; Install
Solution Id:
Did this article help you?

Thank you for your feedback!

*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.