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Unable to install the Control Manager (TMCM) Agent for ServerProtect for EMC after removing a different Agent

    • Updated:
    • 13 Apr 2016
    • Product/Version:
    • ServerProtect for EMC Celerra 5.8
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
Summary

Users cannot install the TMCM Agent for ServerProtect for EMC after removing a different Agent instance.

The following related incidents have been identified:

  • The ServerProtect server icon disappeared from the TMCM console.
  • The TMCM Agent installed on the target machine was uninstalled using the remoteinstall.exe utility.
  • The Groupname for the ServerProtect servers in the TMCM console was deleted.
  • The server hosting the TMCM Agent was restarted.
  • Reinstalling the TMCM agent failed at the last step when adding the product information to the TMCM SQL database.

Users have tried to isolate the issue by doing the following:

  1. Ensuring that the TMCM Agent is removed using the Add/Remove Programs utility.
  2. Executing the steps in this Knowledge Base article:

    Manually uninstalling the Control Manager (TMCM) Agent for ServerProtect for Windows (SPNT) 5.58

However, the above steps did not resolve the issue. Here are the information verified from the ServerProtect for EMC installation:

Product: ServerProtect for EMC 5.58
Agent: 2.52
Operating System: Windows 2003 Service Pack 2
Host: 2 ServerProtect Normal Servers

Details
Public

To resolve this issue, please do the following:

  1. Download the Control Manager Agent Repack 2 installer.
     
    This is compatible with ServerProtect 5.58 and 5.8.
  2. Uninstall the Control Manager Agent using the Add/Remove Program utility. If the uninstallation failed, use the steps in this Knowledge Base article: Manually uninstalling the Control Manager (TMCM) Agent for ServerProtect for Windows (SPNT) 5.58.
  3. Run the Control Manager Agent Repack 2 installer to run the TMCM Agent setup.
    1. Stop all the Trend Micro services.
    2. Uninstall the following using the Add/Remove Program utility:
      • Trend Micro Control Manager Agent for ServerProtect
      • Trend Micro Management Infrastructure (TMI)
    3. Delete the remnants using this KB article.
    4. Reboot the machine.
    5. Install the CM Agent (release date: 2010-09-17).

      Filename: SPNT58_CMAgent_Repack2.zip

If the above steps did not resolve the issue, then follow the steps below to obtain the files and logs needed for escalation and further analysis:

  1. Obtain a screenshot of the error message.
  2. Obtain a copy of the Agent_SPNT_Install.log located in the ServerProtect Information Server directory, Trend\Common\TMI\bdglog\TMI.
  3. Go to the \Sprotect folder on the ServerProtect Infromation Server and open the Entity.cfg file using a text editor. If the Agent was installed successfully but would not communicate with the TMCM server, enable the TMCM agent debug logs:
    1. Modify the value of "log_level" to "0" (zero).
    2. Restart the Trend Micro Management Infrastructure service.
    3. Replicate the issue.
    4. Set the value of "log_level" to "2" to disable the agent debug.
    5. Get a copy of the Trend\Common\TMI\bdglog\TMI\Agent_SPNT.log.
       
      Once the debugging process is done, revert the settings.
  4. Collect the files and compress them using WinZip. Apply password: trend.
  5. Contact Trend Micro Technical Support.
Premium
Internal
Rating:
Category:
Troubleshoot; Install
Solution Id:
1058697
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