Clients cannot update or upgrade

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

- Updated:
- 5 Jun 2017
- 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

OfficeScan clients are not updated or upgraded because of the Update Agent settings that might be affecting the update/upgrade process. This can be confirmed by checking the following:

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. Go to Agents > Agent Management.
2. Select the client that acts as Update Agent then highlight it.
3. Click Settings > Update Agent settings.
4. Check if the OfficeScan agent programs and hot fixes option is enabled. If it is enabled, then the Update Agent is hosting program or hotfix updates.
If the Update Agent is not hosting a program or hot fix, enable the OfficeScan agent programs and hot fixes option so the client can download program updates directly from OfficeScan Server.
Go to Updates > Agents > Update Source.
Enable all settings below OfficeScan agents update the following items from the OfficeScan server if all customized sources are unavailable or not found. This makes sure that clients can get updates from the OfficeScan server when updating from the Update Agent is not possible, or when the Update Agent is not hosting a program or hot fix updates.
Notify all clients after performing the steps above.

This setting is global. Expect a possible bandwidth issue if all clients pull upgrade files from the server at the same time.

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

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