OfficeScan clients cannot update/upgrade even when allowed to upgrade and deploy hot fixes

OfficeScan clients are not updated or upgraded because of several reasons. These can be confirmed by checking the following:

• Please make sure following setting is enabled:
  1. Open the OfficeScan web console.
  2. Go to Agents > Agent Management > Select Root / Domain / Agents.
  3. Click Setting > Privileges and Other Settings > Other Settings.
  4. Make sure "OfficeScan agents can update components but not upgrade the agent program or deploy hot fixes" is not ticked.
• On agent side, please do following check:
  1. Launch regedit.exe.
  2. Navigate to [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\Misc].
  3. Make sure the value of NoProgramUpgrade is "0".
• If you have implemented Update Agents to host a program or hot fix, make sure that the client's IP is within the range of the IP Address:
  1. Open the OfficeScan web console.
  2. Go to Updates > Agents > Update Source.
  3. Review if the client IP is within the range of the IP Range section.
• Check if the Update Agent is hosting a program or hot fix:
  1. Open the OfficeScan web console.
  2. Go to Agents > Agent Management.
  3. Select the client that acts as an Update Agent then highlight it.
  4. Click Settings > Update Agent settings.
  5. Check if the "OfficeScan agent programs and hot fixes" option is enabled. If it is enabled, then the Update Agent is hosting program or hot fix updates.
• Check the global update setting of the Update Agent:
  1. Open the OfficeScan web console.
  2. Go to Updates > Agents > Update Source.
  3. Make sure "OfficeScan agent programs and hot fixes" is ticked.

If the issue persists, please contact Trend Micro Technical Support.