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Gathering debug logs to troubleshoot the OfficeScan Widget Framework issue

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • 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 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • 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 Core
    • 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 2012 Web Server Edition
    • 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
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

The OfficeScan web console's Summary screen does not load the widgets properly even after trying the following articles related to troubleshooting the widget framework error:

Details
Public

When the widget framework issue remains unresolved, collect the following files and submit them to Trend Micro Technical Support for assistance:

  • IIS log
  • ofcdebug.log
  • Widget framework debug log
  • php-errors.log: You can find this file in the C:\PHP\php-errors.log or C:\WINDOWS\Temp\ folder.
  • Process Monitor log (.PML format and .CSV format): Download the Process Monitor tool from the Microsoft website.

Generating the ofcdebug.log file in the OfficeScan Server

  1. Go to ..\Trend Micro\OfficeScan\PCCSRV\Log folder.
  2. Delete the exisitng ofcdebug*.log file.
  3. Log on to the OfficeScan web console and click the letter "c" of the word Office in the OfficeScan banner.

    For OfficeScan 11.0, open the OfficeScan console and go to Logs > Connection Verification log.

  4. Put a checkmark on the Enable debug check box and click Save.

    A new ofcdebug.log file will now be generated in the C:\Program Files\Trend Micro\OfficeScan\PCCSRV\Log folder.

     
    Make sure the other debug tools mentioned in this article are running simultaneously.
  5. Replicate the issue.
  6. Collect the C:\Program Files\Trend Micro\OfficeScan\PCCSRV\Log\ofcdebug.log file.
  7. On the OfficeSan web console, remove the checkmark on the Enable debug check box to disable ofcdebug.log.

Generating the Widget Framework back-end debug log

  1. Go to the C:\Program Files\Trend Micro\OfficeScan\PCCSRV\Web_OSCE\Web_console\HTML\widget\repository\widgetPool\product\ directory in the OfficeScan Server.
  2. Open the config.php file and change the value of wfconf_debug lines as shown below:

    $GLOBALS['wfconf_debug'] = true;
    $GLOBALS['wfconf_client_debug_level'] = “DEBUG”;

  3. Save and close the file.
     
    Make sure the other debug tools mentioned in this article are running simultaneously. Replicate the issue.
  4. Replicate the issue.
  5. Collect the following files from the ..\Trend Micro\OfficeScan\PCCSRV\Web_OSCE\Web_console\HTML\widget\repository\log\ directory:
    • diagnostic.log
    • client_diagnostic.log
  6. It is highly recommended that you disable debug mode before collecting the widget debug log. To disable the debug log, open the config.php file and set the values below according to the following:

    Set $GLOBALS['wfconf_debug'] = "null";
    $GLOBALS['wfconf_client_debug_level'] = "OFF";

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1060385
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