Summary
You can perform connection checks for the following:
- Pattern and scan engine update issues
- Clients appear offline or disconnected, or does not appear at all in the console
- VPN connection check
For lower versions of WFBS, refer to this article: Performing connection checks for OfficeScan clients or Client/Server Security Agents
Details
To investigate communication issues between the server and the client, do the following connection checks:
Notes:
- Use the same server and client for all the checks.
- Make sure to take screenshots of all the results you get.
- From the Security Server, ping the IP address of the client having the issue.
- On the Security Agent, open the Registry Editor (regedit.exe).
Important: Always create a backup before modifying the registry. Incorrect registry changes may cause serious issues. Should this occur, restore it by referring to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.
- Go to the HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\UniClient\1600 hive and take note of the value for the registry key "LocalServerPort". This is the client port. Use the decimal value.
- Go back to the Security Server, then open a command prompt and run this command:
telnet<space><client IP address><space><value of the client port>
- Open Internet Explorer, then type the following in the address bar:
http://<client's IP address>:<local server port>/?CAVITExample:http://192.168.16.10:12345/?CAVITIf you get a result like "!CRYPT!...", it means that the port is open on the client and the connection from server to client should work. Otherwise, there is a problem with the connection.
- On the Security Agent, open the Registry Editor (regedit.exe).
Important: Always create a backup before modifying the registry. Incorrect registry changes may cause serious issues. Should this occur, restore it by referring to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.
- Go to the HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\UniClient\1600 hive and take note of the values for the following registry keys:
- "Server" - This is the server name of the client.
- "ServerPort" - This is the server port number of the OfficeScan server / Security Server. Use the decimal value.
If you enabled the Smart Scan feature of the client and server, check Smart Scan's availability.- Go to
HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\UniClient\1600\Scan\iCRC\ScanServer hive.
- Take note of the value for the "LocalScanServerUrl" registry key. This is the server name of the client.
- To verify if the Smart Scan server is available, open Internet Explorer, then type the following URL in the address bar:
https://10.10.12.<server>:<port>/tmcss/?LCRC=08000000AC41080092000080C4F01936B21D9104Example:https://10.10.12.171:4345/tmcss/?LCRC=08000000AC41080092000080C4F01936B21D9104Note: Make sure to use the port you find in your registry. The port normally found in the registry is 8082.
- Go to Step 9.
- From the client, ping the server name of the OfficeScan server/Security Server.
telnet<space><server name><space><value of the server port>Note: For the server name, make sure to use the full name you find in the registry key "Server".
- Open Internet Explorer, then type the following URL in the address bar:
"http://<server name>:<value of the server port>/SMB/cgi/cgionstart.exe"If the next screen shows "-2", this means the client can communicate with the server. Otherwise, there is a problem with the connection.
- Send the screenshots of the results to Trend Micro Technical Support for further analysis.
