This article provides information on how to troubleshoot issues with OfficeScan server installation and upgrade.
Check the following when encountering issues during Officescan server installation or upgrade:
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.
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.
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:
- What port numbers used by OfficeScan 10.0 should be allowed through a firewall or router?
- Check to see if the IIS lock down tools/applications are running. These can block OfficeScan from properly installing and can affect communication between the OfficeScan server and clients.
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
- On the OfficeScan server, navigate to C:\folder.
- Search the tmpatch.log file for patch/service pack and tmhotfix.log for hot fix installations.
- 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.
- 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:
- Stop the OfficeScan Master Service.
- 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.
- Try to change the failed file name to some arbitrary name. For example, TMNotify.backup
- If the renaming fails, then the file is locked. Set the OfficeScan Master Service to Manual, and then reboot the OfficeScan server.
- 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:
- Manually uninstall the OfficeScan server. Refer to this KB article:
- Reinstall the OfficeScan server. Use the same HTTP port and client communication port. Refer to these articles:
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.