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Possible conflict with Titanium 2011 or 2012 and OfficeScan when Behavior Monitoring is enabled

    • Updated:
    • 11 Sep 2017
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan 11.0
    • OfficeScan XG
    • OfficeScan XG.All
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Professional
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Server Core
    • Windows 2008 Standard
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
Summary

A blue-screen of death (BSoD) may occur when there is an abnormal uninstallation of Titanium version 2011 or 2012 (i.e. uninstall fail or did not reboot) with Behavior Monitoring (BM) drivers left behind, and the you installed OfficeScan with BM enabled on the same machine.

This issue only happens when the uninstallation of Titanium 2011/2012 failed and the following BM drivers are left behind (version 3.x or 5.x) when installing OfficeScan with BM enabled:

  • tmactmon.sys
  • tmevtmgr.sys
  • tmcomm.sys 
Details
Public

To resolve the BSoD issue:

  1. Log in to the machine in safe mode.
  2. Verify if the the following BM drivers file version in ..\system32\drivers and in the OfficeScan client folder are the same:
    • tmactmon.sys
    • tmevtmgr.sys
    • tmcomm.sys

    You can check the file version by opening Windows Explorer and right-clicking the file, select Properties > Version tab.

  3. If the versions are not the same, then manually delete the following BM drivers located in ..\system32\drivers folder:
    • tmactmon.sys
    • tmevtmgr.sys
    • tmcomm.sys
  4. Reboot the machine in normal mode.

If the issue persists, please collect full memory dump and contact Trend Micro Technical Support for further assistance.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1059961
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