Red X on Web Reputation Service/File Reputation Service

File Reputation Service or Web Reputation Service appears with a red (X) when clicking Refresh Smart Protection Server Status in OfficeScan (OSCE)

- Updated:
- 13 Apr 2020
- Product/Version:
- OfficeScan 10.6
- OfficeScan 11.0
- OfficeScan 11.0
- OfficeScan XG
- OfficeScan XG.All
- Platform:
- Windows 2008 Enterprise
- Windows 2008 Standard

Summary

When clicking the Refresh Smart Protection Server Status button on the OfficeScan console, a red (x) appears on its status, instead of a green check mark.

File Reputation Service or Web Reputation Service appears with a red (X)

Manually testing the websites of the Smart Scan Server (Integrated) and Local Web Classification Server generates "HTTP Error 500.0 - Internal Server Error".

HTTP Error 500.0 - Internal Server Error on Local Web Classification Server

HTTP Error 500.0 - Internal Server Error on Smart Scan Server (Integrated)

IIS logs analysis shows similar HTTP 500.0 errors:

2011-09-28 14:07:38 192.168.0.110 GET /tmcss/ LCRC=08000000AC41080092000080EB7C83361E701AED 4345 - 192.168.0.110 - 500 0 193 6582011-09-28 14:09:06 192.168.0.110 GET /tmcss/ LCRC=08000000AC41080092000080EB7C83361E701AED 4345 - 192.168.0.110 - 500 0 193 15
2011-09-28 14:16:52 192.168.0.110 GET /tmcss/ LCRC=08000000AC41080092000080EB7C83361E701AED 4345 - 192.168.0.110 - 500 0 193 39
2011-09-28 14:16:53 192.168.0.110 GET /tmcss/ LCRC=08000000AC41080092000080EB7C83361E701AED 4345 - 192.168.0.110 - 500 0 193 0
2011-09-28 14:23:54 192.168.0.110 GET /tmcss/ LCRC=08000000AC41080092000080EB7C83361E701AED 4345 - 192.168.0.110 - 500 0 193 23

Details

This issue usually happens when the Application Pool assigned to the websites (Smart Scan Server (Integrated) or Local Web Classification Server) is True for the "Enable 32-bit Applications" (or enable32-bitApponWin64) option. An application pool is a group of one or more URLs that are served by a worker process or a set of worker processes.

The Smart Scan Server (Integrated) and Local Web Classification Server websites use the Default Application Pool upon installation. By default, the "Enable 32-bit Applications" (or enable32-bitApponWin64) is False in IIS 7 on Windows 2008.

In certain situations, like running OfficeScan on a web server where it is hosting other applications, IIS may be configured with the Default Application Pool with True. This may cause errors as seen in the screenshots above.

To resolve this issue, create a new Application Pool to be used by the Smart Scan Server (Integrated) and Local Web Classification Server websites and make sure the option "Enable 32-bit Applications" (or enable32-bitApponWin64) is False.

For more information on how to create an Application Pool in IIS, refer to the following article: Create an Application Pool (IIS 7).

Rating:

Category:

Troubleshoot

Solution Id:

1059454

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File Reputation Service or Web Reputation Service appears with a red (X) when clicking Refresh Smart Protection Server Status in OfficeScan (OSCE)