Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

OfficeScan client icon is offline and not appearing in the web console after installation

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • 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 R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • 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 client is successfully installed, however, the following are experienced after the installation:

  • Moving the mouse over the client icon in the system tray shows that it is reporting as offline and Reputation Service reconnecting.
  • The client is not listed in the OfficeScan management console.
  • Checking the server name, domain port, and client listening port shows the correct value although clients are reporting as offline and are not in the web console.
Details
Public

These issues happen because of Domain Name System (DNS) problems in the network. If the machine cannot resolve the host name, FQDN (Fully Qualified Domain Name), and IP address of the OfficeScan server, these issues will be encountered.

To resolve this, make sure you meet the following configuration:

  1. The client machine can ping and resolve the OfficeScan server's IP address, host name, and FQDN.
  2. The client machine can access the Uniform Naming Convention (UNC) path of the OfficeScan server using the host name and IP address.

If the issue still persists, create the necessary resource records on the DNS server for the machine. To do this:

  1. Open the DNS manager on the DNS server.
  2. Click on the DNS server and choose the Primary Zone where the DNS resource records are stored.
  3. Add the necessary resource records (Host, Name Server, Alias and other records) for the client machines to be able to resolve the host name, FQDN and IP address of the OfficeScan server.
  4. Right click the DNS server in the DNS manager and choose Clear cache.
  5. Right click the DNS server in the DNS manager and choose All tasks > Restart.

You should now be able to resolve the host name, FQDN and IP address of the OfficeScan server from the affected machine.

If you do not have access to the DNS server to add resource records, you may edit the hosts file on the client machine and add the necessary entry for the machine as a workaround.

Do the following:

  1. On the affected machine, go to the ..\Windows\System32\Drivers\etc directory.
  2. Open the hosts file using Notepad or Wordpad.
  3. Add a line indicating the IP address of the OfficeScan server and its host name (Example: 10.100.200.1 OfficeScan)
  4. Add a line indicating the IP address of the OfficeScan server and its FQDN (Example: 10.100.200.1 OfficeScan.server.tm)
  5. Save the file.
  6. Open a command prompt window and type the command "ipconfig /flushdns" to clear the machine’s local DNS cache.

You should now be able to resolve the host name, FQDN and IP address of the OfficeScan server from the affected machine.

If the problem persists, refer to this KB article: Use the IpXfer tool to reestablish the communication of the client to server.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1060419
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support


To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.


Need More Help?

Create a technical support case if you need further support.