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Items to check when clients/agents are unable to update the Smart Scan Pattern

    • 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 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 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 Datacenter
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Server R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • Windows 2016 Server Core
    • Windows 2016 Server Datacenter
    • Windows 2016 Server Standard
    • 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

There are specific items you need to check when your OfficeScan clients/agents are unable to update their Smart Scan Pattern.

Details
Public

There are several possible reasons why clients/agents cannot obtain the Smart Scan pattern updates, but one very important area to look into is the proxy setting.

For Trend Micro Smart Scan pattern to be downloaded and deployed across the network, the proxy server should allow Trend Micro Cloud Scan Server (TMCSS) to download the server.ini file from tmcss-p.activeupdate.trendmicro.com/activeupdate at port 80.

Here are the things that you can check to see if proxy is the root cause of the problem:

  • Make sure that the proxy server exempts TMCSS from HTTP traffic.
  • Check if the client/agent downloaded a corrupted server.ini file.
  • Go to /AU_Temp and check for signs of proxy entries.

If you observed any of these items, change your proxy configuration and allow TMCSS to bypass the proxy and download updates from the Internet directly.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1057620
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