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Trend Micro Security for Mac (TMSM) console is blank and cannot be used to administer TMSM clients

    • Updated:
    • 8 Dec 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • Trend Micro Security for Mac 1.5
    • Trend Micro Security for Mac 2.0
    • Platform:
    • Macintosh Leopard
    • Macintosh Snow Leopard
    • Macintosh Tiger
    • Windows 2000 Advanced Server
    • Windows 2000 Datacenter Server
    • Windows 2000 Professional
    • Windows 2000 Server
    • Windows 2000 Small Business Server
    • Windows 2003 Compute Cluster Server
    • Windows 2003 Datacenter Server
    • Windows 2003 Datacenter Server Edition 64-bit
    • Windows 2003 Enterprise Server
    • Windows 2003 Home Server
    • Windows 2003 Small Business Server
    • Windows 2003 Standard Server Edition
    • Windows 2003 Standard Server Edition 64-bit
    • Windows 2003 Storage Server
    • Windows 2003 Web Server Edition
    • Windows 2008 Datacenter Server
    • Windows 2008 Datacenter Server Edition 64-bit
    • Windows 2008 Enterprise Server
    • Windows 2008 Enterprise Server Edition 64-bit
    • Windows 2008 Essential Business Server
    • Windows 2008 Small Business Server
    • Windows 2008 Standard Server Edition
    • Windows 2008 Standard Server Edition 64-bit
    • Windows 2008 Storage Server
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Mobile 5 Pocket PC
    • Windows Mobile 5 Pocket PC Phone Edition
    • Windows Mobile 5 Smartphone
    • Windows Mobile 6 Classic
    • Windows Mobile 6 Professional
    • Windows Mobile 6 Standard
    • Windows Mobile 6.1 Professional
    • Windows Mobile 6.1 Standard
    • Windows Mobile 6.5 Professional
    • Windows Mobile 6.5 Standard
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

The following may happen when using the TMSM plug-in for OfficeScan:

  • The TMSM console is blank.
  • The TMSM server is stuck in starting mode.
  • The ActiveMQ service cannot be restarted or it automatically stops.
  • No ActiveMQ process (wrapper.exe/java.exe) is seen in the Task Manager.

When you look at the ActiveMQ.log file, the following information may be available:

2010-11-09 13:02:48,891 [erSimpleAppMain] INFO  BrokerService         - Using Persistence Adapter: org.apache.activemq.store.kahadb.KahaDBPersistenceAdapter@157b46f
2010-11-09 13:02:49,719 [erSimpleAppMain] ERROR BrokerService      - Failed to start ActiveMQ JMS Message Broker. Reason: java.io.EOFException....
2010-11-09 13:02:49,797 [erSimpleAppMain] INFO  BrokerService        - ActiveMQ Message Broker (localhost, null) is shutting down
2010-11-09 13:02:49,797 [erSimpleAppMain] INFO  TransportConnector       - Connector openwire Stopped
2010-11-09 13:02:49,797 [erSimpleAppMain] INFO  TransportConnector       - Connector ssl Stopped
2010-11-09 13:02:50,016 [erSimpleAppMain] ERROR KahaDBPersistenceAdapter    - Could not stop service: org.apache.activemq.store.kahadb.KahaDBPersistenceAdapter@157b46f. Reason: java.lang.NullPointerException....
2010-11-09 13:02:50,109 [erSimpleAppMain] INFO  BrokerService        - ActiveMQ JMS Message Broker (localhost, null) stopped
2010-11-09 13:02:50,109 [erSimpleAppMain] WARN  BrokerService       - Failed to stop broker after failure in start

Further analysis of the ActiveMQ log indicates the following JAVA errors:

2010-11-09 13:02:27,938 [erSimpleAppMain] ERROR BrokerService          - Failed to start ActiveMQ JMS Message Broker.
Reason: java.io.EOFException
java.io.EOFException
at java.io.RandomAccessFile.readFully(Unknown Source)
at java.io.RandomAccessFile.readFully(Unknown Source)
at org.apache.kahadb.page.PageFile.readPage(PageFile.java:787)

at org.apache.kahadb.page.Transaction.load(Transaction.java:411)
at org.apache.kahadb.page.Transaction.load(Transaction.java:361)
at org.apache.kahadb.index.BTreeIndex.load(BTreeIndex.java:159)
at org.apache.activemq.store.kahadb.MessageDatabase.loadStoredDestination

(MessageDatabase.java:1202)
at org.apache.activemq.store.kahadb.MessageDatabase.access$000

(MessageDatabase.java:79)
at org.apache.activemq.store.kahadb.MessageDatabase$2.execute

(MessageDatabase.java:222)
at org.apache.kahadb.page.Transaction.execute(Transaction.java:728)
at org.apache.activemq.store.kahadb.MessageDatabase.loadPageFile

(MessageDatabase.java:218)
at org.apache.activemq.store.kahadb.MessageDatabase.open(MessageDatabase.java:237)
at org.apache.activemq.store.kahadb.MessageDatabase.load(MessageDatabase.java:308)
at org.apache.activemq.store.kahadb.MessageDatabase.start(MessageDatabase.java:177)
at org.apache.activemq.store.kahadb.KahaDBPersistenceAdapter.start

(KahaDBPersistenceAdapter.java:181)
The possible cause maybe the maximum size of KahaDB is reached, hence, it fail to load its DB while MQ is starting.

Details
Public

This issue occurs when the maximum size of KahaDB is reached causing it to fail when loading its DB while MQ is starting.

To resolve this issue:

  1. Create a backup of the ActiveMQ data in C:\Program Files\Trend Micro\OfficeScan\Addon\TMSM\apache-activemq\data\*.*.
  2. Delete the ActiveMQ data.
  3. Restart the Trend Micro Security for Mac service by double-clicking 

    ..\Program Files\Trend Micro\OfficeScan\Addon\TMSM\restart_TMSM.bat.

  4. Access the TMSM console. The issue should now be resolved.

If the above procedure did not resolve the issue, provide the following to Trend Micro Technical Support:

  • Zipped backup of the ActiveMQ data that you created in Step 1.
  • %ServerFolder%\Addon\TMSM\apache-activemq\data\activemq.log
  • %ServerFolder%\Addon\TMSM\apache-activemq\data\wrapper.log
  • %ServerFolder%\Addon\TMSM\debug.log
  • %ServerFolder%\PCCSRV\Log\ofcdebug.log

For more information on how to troubleshoot TMSM console problems, refer to the following:

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1058229
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