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"The program cannot start because utildebuglog.dll is missing" appears after installing the Security Agent

    • Updated:
    • 2 Sep 2013
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 7.0
    • Platform:
    • Windows 2008 Enterprise Server Edition 64-bit
Summary
After installing the Security Agent, you get the following error message:
The Program could not be started because UtilDebugLog.dll is missing on this computer. To solve this problem, reinstall the application.
The Security Agent icon does not appear. You also cannot start WLauncher.exe.
This issue was observed on Windows Server 2008 x64 and Windows Server 2008 x64 R2.
Details
Public
The installation package may have been damaged during the package creation. To resolve the issue:
  1. On the problem computer, check if the utildebuglog.dll file can be found in the following folders:
    • ..\Trend Micro\Security Agent\UIFrameWork
    • ..\Trend Micro\Security Agent
    • ..\Trend Micro\AMSP
  2. Check if the following files are also in the .. \Trend Micro\AMSP folder:
    • boost_date_time-vc80-mt-1_36.dll
    • boost_thread-vc80-mt-1_36.dll
  3. If any of the mentioned files are not found in those folders, do the following:
    1. Disable self-protection from the Security Server.
    2. On the problem computer, run "net stop AMSP" on the command line.
    3. Copy the missing file(s) from the ..\Program Files\Trend Micro\Security Server\PCCSRV\Pccnt\clientX64 folder of the Security Server.
    4. Save a copy of the file(s) to the Security Agent where the file is missing. 
    5. Launch the Security Agent using Start > All Programs.
Premium
Internal
Rating:
Category:
Troubleshoot; Install
Solution Id:
1058255
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