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A blank page appears when clicking the Manager Program of TMSM in the Plug-in Manager

    • Updated:
    • 12 Oct 2015
    • Product/Version:
    • Trend Micro Security for Mac 1.5
    • Trend Micro Security for Mac 2.0
    • Platform:
    • Not Applicable N/A
Summary

When you click the Manager Program button for Security for Mac (TMSM) under Plug-in Manager, a blank page appears with no error message. The product cannot be managed at this point.

Details
Public

A blank page may be caused by the following reasons or more:

  • Missing and/or corrupted files.
  • Missing and/or corrupted database.
  • Database account and password change.
  • Permission issues.

To resolve the blank page issue in TMSM, do the following:

Permission Issue

  1. Go to the ..\Program Files\Trend Micro\OfficeScan\Addon\TMSM directory.
  2. Check the permission on the TMSM_HTML folder.
  3. Confirm that Everyone has permission to this folder.

Java Issue

TMSM may fail to start after updating Java. The following error appears after trying to manually start the ActiveMQ for Trend Micro service:

"Could not start the ActiveMQ for Trend Micro Security service on Local Computer. Error 1067: The process terminated unexpectedly."

The wrapper.log shows the following errors:

STATUS | wrapper  | Date and Time | Launching a JVM...
ERROR  | wrapper  | Date and Time | JVM exited while loading the application.
STATUS | wrapper  | Date and Time | Launching a JVM...
ERROR  | wrapper  | Date and Time | JVM exited while loading the application.
FATAL  | wrapper  | Date and Time | There were 5 failed launches in a row, each lasting less than 300 seconds.  Giving up.

Do the following:

  1. Update the Java to the latest version.
  2. If TMSM continued to fail, uninstall and perform a clean installation of Java using the latest version.
  3. Restart the ActiveMQ service by running the restart_TMSM.bat file under \Program Files\Trend Micro\OfficeScan\Addon\TMSM.

Missing or Corrupted TMSM Files

  1. Uninstall Trend Micro Security for Macintosh Plug-in in Add/Remove Programs.
  2. Reboot the machine.
  3. Install the TMSM Plug-in Manager page.
  4. Try accessing the TMSM console again.

If the above steps did not resolve the issue, then enable debugging using this procedure:

  1. Turn on the debug mode of wrapper.exe. Modify "# wrapper.debug=TRUE" in <...\OfficeScan\Addon\TMSM\apache-activemq\bin\win32>\wrapper.conf so that it becomes:

    wrapper.debug=TRUE

  2. Restart the ActiveMQ service using restart_TMSM.bat under the <..\Trend Micro\OfficeScan\Addon\TMSM> directory.
  3. Replicate the issue.
  4. Send the following to Trend Micro Technical Support:
    • ..\Officescan\Addon\TMSM\debug.log
    • ..\Officescan\Addon\TMSM\apache-activemq\data\activemq.log
    • ..\Officescan\Addon\TMSM\apache-activemq\data\wrapper.log
    • Export of the HKEY_LOCAL_MACHINE\Software\TrendMicro
     
    Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1058160
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