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Unable to stop or start the OfficeScan Master Service

    • Updated:
    • 5 Aug 2020
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan 11.0
    • Platform:
    • Windows 2003 Enterprise Server
    • Windows 2003 Standard Server Edition
    • Windows 2008 Enterprise Server
    • Windows 2008 Standard Server Edition
    • Windows 2012 Datacenter R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2

One of the basic items in managing the OfficeScan server application is to stop and start the OfficeScan Master service. This is a requirement when troubleshooting the OfficeScan product when you experience any of the following issues:

  • Unable to access the OfficeScan management console.
  • Restarting the server host machine only enables users to access the OfficeScan console for about an hour or even less.
  • The following errors appear when starting or stopping the OfficeScan Master service via the Microsoft Services applet:

    Windows could not stop the OfficeScan Master Service on local computer.
    Error 1053: The service did not respond to the start or control request in a timely fashion.

To resolve the issue:
  1. Make sure that the latest Microsoft .NET framework is applied to the server hosting the OfficeScan server application.
    • For Windows 2008, 2008 R2, 2012 and 2012 R2 users, make sure that you are not set up on a Server Core Role.
    • For Windows 2003 series server users, make sure to apply Service Pack 2 before applying this update.
  2. Restart the following services via the Windows Services applet:
    • Apache2 Service
    • Trend Micro OfficeScan Master Service
  3. Clear the History, Cache, and Cookies from the web browser.
  4. Launch the OfficeScan management console using a web browser.
  5. Log on to the OfficeScan management console.
If the problem continues after step 2, perform these additional options:
  • Option 1: If the database is not corrupted (no *.TMP files are present in the HTTPDB folder), do the following:
    1. Back up and delete the files located in <OfficeScan server>\PCCSRV\HTTPDB folder.
    2. Recreate Virtual Directory for OfficeScan.
    3. Restart the World Wide Web and OfficeScan Master Service services.
      Note: If both services restart accordingly, proceed to the next step.
    4. Log on to the OfficeScan management.
  • Option 2: If the database is corrupted (*.TMP files are present in the HTTPD folder), perform the procedure in this article: OfficeScan Master Service was stopped…" appears when logging in to the OfficeScan management console.
Solution Id:
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