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OfficeScan (OSCE) Data Protection does not appear under Plug-in Manager

    • Updated:
    • 25 Mar 2020
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan 11.0
    • OfficeScan XG
    • OfficeScan XG.All
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
Summary

The OfficeScan Data Protection option does not appear as a plug-in manager after upgrading to OfficeScan 10.6, 11.0 and XG.

This occurs when an ongoing update is preventing the OfficeScan server from immediately downloading the Plug-in Service (PLS) information from the ActiveUpdate server.

Details
Public
To resolve the issue, you can either wait for the update to finish so that the server can download the PLS information or force the update manually.
To force the update:
  1. Disable the server scheduled update.
    1. Log on to the OfficeScan server management console.
    2. Go to Updates > Server > Scheduled Update.
    3. Deselect the Enable Scheduled Update of the OfficeScan Server option.
    4. Click Save.
  2. Disable Smart Protection Update.
    1. On the OfficeScan server management console:

      For OSCE 10.6: Go to Smart Protection > Integrated Server.

      For OSCE  11.0 and XG:  Go to Administration > Smart Protection > Integrated Server.
    2. Deselect the Enable Scheduled Updates option.
    3. Click Save.
  3. Stop and start the following services:
    • OfficeScan Master Service (including the dependent services)
    • OfficeScan Plug-in Manager Service
    The OfficeScan sever will now download PLS information from the update source.
  4. Go back to the Plug-in Manager page and check if OfficeScan Data Protection now appears.
If the issue persists, provide the following file to Trend Micro Technical Support for further analysis:
..\PCCSRV\Web\Service\AU_Data\AU_Log\Tmudump.txt
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Rating:
Category:
Troubleshoot
Solution Id:
1059236
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