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Troubleshooting server installation and upgrade issues in OfficeScan (OSCE)

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • N/A N/A
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2000 Advanced Server
    • Windows 2000 Server
    • Windows 2003 32-Bit
    • Windows 2003 64-Bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Enterprise Server
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2003 Standard Server Edition
    • Windows 2003 Standard Server Edition 64-bit
    • Windows 2003 Storage Server
    • 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 Enterprise Server
    • Windows 2008 Enterprise Server Edition 64-bit
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Standard Server Edition
    • Windows 2008 Standard Server Edition 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012
    • 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 2016
    • 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

This article provides information on how to troubleshoot issues with OfficeScan server installation and upgrade.

Details
Public

Check the following when encountering issues during Officescan server installation or upgrade:

System Requirements

Check your target server's specifications. It should meet the system requirements of the OfficeScan server. Refer to the product Readme for more details.

Use Administrator Account

Make sure that you are using an Administrator account or an account with Administrator privileges before installing the OfficeScan server.

Installation Package

Make sure that the installer is not corrupted. If you think it is, download a new copy from the Trend Micro Download Center. Check the MD5 checksum of the downloaded package and then compare it with the MD5 value from the download center. If they do not match, download another copy of the package.

Download Center MD5

Internet Information Services (IIS)

Make sure that the IIS ports needed for OfficeScan are not in use. Refer to this KB article for the ports that OfficeScan uses:

OfficeScan Server Remote Install

  • Use administrator privileges on the remote server where OfficeScan will be installed.
  • Check to see if the Microsoft IIS version is at least 5.0.

OfficeScan Master Service

  • Check that the OfficeScan Master Service is started after the installation.
  • Check to see if the OfficeScan Master Service is installed and running. 

Patch/Service Pack Upgrade Failure

  1. On the OfficeScan server, navigate to C:\folder.
  2. Search the tmpatch.log file for patch/service pack and tmhotfix.log for hot fix installations.
  3. Open the tmpatch.log file and scroll to the bottom of the page, then search for "fail]" going up. This is the failure point of the installations.
  4. Failure is caused by the newer file not replacing the older version. In this example, we can see the tmnotify.dll replacement failed and installation was unsuccessful. Here is an example of a failure point found in the log file:

    [2008-09-28:19:41:04][TMNotify.dll : C:\DOCUME~1\COROBI~1\LOCALS~1\Temp\1\pftA~tmp\Fileroup10\TMNotify.dll->D:\Program Files\Trend Micro\OfficeScan\PCCSRV\Web\Service\TMNotify.dll fail]

    To resolve this issue, do the following:

    1. Stop the OfficeScan Master Service.
    2. Go to the folder where the failed file is located. For the example above, it will be D:\Program Files\Trend Micro\OfficeScan\PCCSRV\Web\Service.
    3. Try to change the failed file name to some arbitrary name. For example, TMNotify.backup
    4. If the renaming fails, then the file is locked. Set the OfficeScan Master Service to Manual, and then reboot the OfficeScan server.
    5. Once the server is rebooted, perform the installation again. Set the OfficeScan Master Service to Automatic once you are done installing.

OfficeScan Server Upgrade Failure

Do the following:

  1. Manually uninstall the OfficeScan server. Refer to this KB article:

    Manually uninstalling the OfficeScan (OSCE) server

  2. Reinstall the OfficeScan server. Use the same HTTP port and client communication port. Refer to these articles:

    Installing the Officescan 11.0 server
    Installing the OfficeScan 10.6 server

If you need further technical assistance, contact Trend Micro Technical Support and provide the following information:

  • Go to Start > Programs > Accessories > System Tools > System Information. Click File > Save. Save it in *.NFO folder.
  • Click Start > Control Panel > Administrative Tools > Event Viewer. Save a copy of Application event logs and System event logs in *.EVT format.
  • Copy the OfficeScan installation log from %windir%\OFCMAS.log.
  • Copy of the Ofcdebug.log file. To enable debug logging, refer to this KB article: Manually enabling debug mode in OfficeScan
  • Screenshots of any error that came up during installation or upgrade
  • Run the Process Monitor during OfficeScan uninstallation to see if there are any other issues.
Premium
Internal
Rating:
Category:
Install; Upgrade
Solution Id:
1056914
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