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"OfficeScan Master Service was stopped…" appears when logging in to the OfficeScan management console

    • Updated:
    • 21 Dec 2017
    • Product/Version:
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • N/A N/A
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Server R2
    • Windows 2003 Standard 64-bit
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012 Datacenter
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Server R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2016 Server Core
    • Windows 2016 Server Datacenter
    • Windows 2016 Server Standard
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-Bit
    • Windows 8.1 32-Bit
    • Windows 8.1 64-Bit
Summary

The following error message appears when logging in to the OfficeScan management console:

OfficeScan Master Service was stopped. Start service and try again.

This occurs even if the OfficeScan Master Service is running from services.msc.

Details
Public

The issue occurs because the database might be corrupted.

To resolve the issue:

  1. Go to the OfficeScan server and make sure that the dbserver.exe is not running. Navigate to \Trend Micro\OfficeScan\PCCSRV\HTTPDB\.
  2. Transfer all the files inside this folder to a backup folder, leaving the HTTPDB folder empty.
  3. Start the OfficeScan Master service and verify that the new database files inside the HTTPDB folder will be created.
  4. Check if dbserver.exe is running.

    If the OfficeScan Master Service started successfully, then the problem is with the database. If you have a backup database, copy the database files to the HTTPDB folder. OfficeScan has enable scheduled database backup by default; the HTTPDB backup folder's default path is \Trend Micro\OfficeScan\DBBackup.

    Make sure to stop the dbserver.exe and then the Master Service before copying the backup database to the HTTPDB folder.

  5. If the error persists, please contact Trend Micro Technical Support for assistance.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1059514
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