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Troubleshooting guide for client/agent installation issues in OfficeScan (OSCE)

    • Updated:
    • 19 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-Bit
    • Windows 8.1 32-Bit
    • Windows 8.1 64-Bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

Troubleshoot the issues that may occur during OfficeScan client/agent installation. The deployment options discussed in this article are the following:

  • Remote Installation
  • Client Packager Installation
  • Web Installation
Details
Public

The procedure below also applies to remote installation initiated by TMVS, SPNSXfer tool.

  1. On the target workstation, make sure that there is no session between the server and the client/agent.
  2. Use the Domain/Administrator format to log in to the remote machine.
  3. Check if the Computer Browser service is running on the OfficeScan server and target workstations.
  4. Check if the Remote Registry service is running on the target workstation.
  5. From the OfficeScan server, verify if the UNC path of the remote machine is accessible.
    During remote installation, the OfficeScan server creates mapped driver pointing to the target machine's admin share.
  6. From the OfficeScan server, check if you can successfully access the target machine's registry.
    1. Navigate to Regedit > Connect Network Registry > Target Client machine.
    2. Verify if you can access HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip.
     
    Remote installation process will also try to read existing OfficeScan client/agent service registry keys to detect if it is already installed.
  7. If OfficeScan client/PC-Cillin/ServerProtect has been uninstalled from the machine, reboot first before reinstalling the OfficeScan client/agent.
  8. If you need further assistance from Trend Micro Technical Support, collect the debug logs by following this procedure:
    1. Before installing, enable the debug mode on the target client/agent machine. Create the ofcdebug.ini file on the target machine's system drive. The ofcdebug.ini file should contain the following:
      [debug]
      DebugLog=c:\ofcdebug.log
      DebugLevel=9
    2. Enable the debug mode on the OfficeScan server side.
    3. After doing the installation to reproduce the issue, collect the debug logs on both server and client/agent machines.
    4. Collect the basic CDT logs.
      1. Download and run the CDT tool and enable only the Basic debug logs.
      2. Collect the CDT logs in a ZIP file format, along with the items mentioned above.
    5. Send the logs to Trend Micro Technical Support.
  1. When installing *.EXE packages on computers running Windows Vista, 2008, or 7, right-click the *.EXE file and select Run as administrator.

     
    This step also applies to Autopcc.
  2. If installing using *.MSI file, deploy the package using the Active Directory or Microsoft SMS.
  3. If a certain client/agent package only fails on clients/agents, it may be due to prescan and third-party AV uninstallation that is taking too much time to finish.

    As a workaround, recreate the setup package with the ‘Disable prescan (fresh installations only)’ option checked to disable the prescan of the installation.

  4. If you need further assistance from Trend Micro Technical Support, collect the debug logs:
    1. Open the OfficeScan server and go to ..\PCCSRV\Admin\Utility\ClientPackager\ClnExtor.ini file.
    2. Under the [Common] section, look for the "DebugMode" parameter and set its value to "1".
    3. Save and close the file.
    4. Generate an EXE or MSI setup file.
    5. Collect the debug log from C:\ClnPack.log. This is the debug log when creating package.
    6. Before installing, enable the debug mode by creating the ofcdebug.ini file on the target machine's system drive. The file should contain the following:
      [debug]
      DebugLog=c:\ofcdebug.log
      DebugLevel=9 Note: This also applies to Autopcc/LoginScript.
    7. After performing the installation to reproduce the issue, collect these files from the client/agent machine:
      • c:\ofcdebug.log
      • c:\clnextor.log
    8. Collect the basic CDT logs.
      1. Download and run the CDT tool and enable the Basic debug logs only.
      2. Collect the CDT logs in a ZIP file format, along with the items mentioned above.
    9. Send the log files to Trend Micro Technical Support.
  1. Log in with the built-in administrator account.
  2. Launch Internet Explorer and add the OfficeScan server URL to the list of trusted sites.
    https://computername:4343/officescanGo to Tools > Internet Options > Security tab. Select the Trusted Sites icon and click Sites.
  3. Modify the Internet Explorer security setting to enable Automatic prompting for ActiveX controls.

    Go to Tools > Internet Options > Security tab. Click Custom level.

  4. During the OfficeScan client/agent installation, allow ActiveX control installation.
  5. If you need further assistance from Trend Micro Technical Support, collect the debug logs:
    1. Create the ofcdebug.ini file on the target machine's system drive. The file should contain:
      [debug]
      DebugLog=c:\ofcdebug.log
      DebugLevel=9
    2. After performing the installation to reproduce the issue, collect the debug logs on both the server and client/agent machines.
    3. Collect the basic CDT logs.
      1. Download and run the CDT tool and enable the Basic debug logs only.
      2. Collect the CDT logs in a ZIP file format, along with the items mentioned above.
    4. Send the log files to Trend Micro Technical Support.
     
    Make sure to stop debugging after the issue or problem has been recreated. Otherwise, the client/agent will continuously create debug logs even after the client/agent is restarted.

    To stop the debugging:

    1. Delete the ofcdebug.ini file.
    2. Restart the machine. This will stop debugging and remove the Logserver.exe file on the C drive.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1056881
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