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“Anti-Malware Driver Offline” status appears when logging on to the Deep Security Manager (DSM) console

    • Updated:
    • 19 May 2016
    • Product/Version:
    • Deep Security 8.0
    • Deep Security 9.0
    • Deep Security 9.5
    • Deep Security 9.6
    • Deep Security as a Service 2.0
    • Platform:
    • VMware ESX 4.1
    • VMware ESX 5.0
    • VMware ESXi 4.1
    • VMware ESXi 5.0
    • VMware ESXi 5.5
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2
    • Windows 7 32-bit
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

When activating a virtual machine (VM) for agentless anti-malware protection and assigning it a security profile, the VM status in the DSM console goes from managed (Online) to Anti-Malware Driver Offline.

Alert Status

When you check the properties of the alert, the description section says:

The Agent/Appliance has reported that the Anti-Malware driver is not responding. Please check the system events for the computer to determine the cause of the failure.

Alert Viewer

Details
Public

This issue occurs when the VM’s guest OS entered a standby sleep state. The EPSec may lose communication with the vShield driver, resulting to "Anti-Malware Driver Offline" status in the DSM console.

  1. Check the VM Status.
    1. Using VMware vSphere client, log in to vCenter.
    2. Check the affected virtual machines whether the machine is suspended or hibernated due to power management.
    3. Isolate the issue.

    checking virtual machine status

  2. Make sure that the vShield drivers are installed. By default, VMware tools installation do not install vShield drivers. Perform installation using the "Complete" or "Customer" option and manually select this driver.

    VMWare custom setup

  3. Check all your setup versions. Refer to the Deep Security and VMWare compatibility matrix.
  4. Check if the VMware vShield Endpoint Thin Agent is running on the protected VM.
    1. Open the run dialog box in the virtual machine.
    2. Type the "msinfo32" command.
    3. Go to the Software Environment section > System Drivers > System Information applet.
    4. Make sure that the VM drivers, vmci and vsepflt, are running.

      System Information

  5. Make sure that the VM version is 7 or above.

    VM version

  6. Check the vShield License.

    Check the vShield License

  7. Check the ESXi networking. Go to the vSphere Client, select ESX > Configuration > Networking.

    Check the ESXi networking

     
    Create vSwitch and port group after preparing ESX.
  8. Check the appliance’s networking – vNIC. Go to the vSphere Client, select ESX > Configuration > Networking.

    Check the appliance networking

  9. Check the value of Net.DVFilterBindIpAddress.
    1. Go to the vSphere client and select an ESX server.
    2. Navigate to Configuration > Advanced Settings > Net.
    3. Make sure that the Net.DVFilterBindIpAddress setting has a value of 169.254.1.1. If this is empty, enter the value and reboot the ESX server.
  10. Update the certificates and check the connection.

    Update certificates and test connection

  11. Check the Deep Security Virtual Appliance (DSVA).
    1. Log on to DSVA via console or SSH.
    2. Execute the "ifconfig –a" command. The following should appear:

      Checking DSVA

    3. Test the DSVA and ESX communication.
    4. From DSVA, ping the IP of vmservice-vmknic-pg (ex. 169.254.1.1). The AM process should listen to 48651. The TCP connection is established when protected VM is boot-up.

      Ping the IP of vmservice-vmknic-pg

  12. Check the EPSec Service configuration.
    1. Connect to the vCentre or to the affected host using vSphere Client.
    2. Go to Configuration > Software > Advanced Settings.
    3. Scroll to the bottom and select UserVars.

      double UserVars value

    4. Look for the UserVars.VshieldEndpointSolutionsConfiguration field and double-check if there are any duplicate settings. You may copy the content to a Notepad and easily find any duplicated settings.

      If there are duplicated settings, correct it and save the changes. If none, proceed to Step 13.

    5. Restart the vShield Endpoint Service on ESX/ESXi using the following command:

      ~ # /etc/init.d/vShield-Endpoint-Mux restart

      The following results will appear:

      vShield-Endpoint-Mux stopped
      vShield-Endpoint-Mux started

  13. Check the vShield driver on ESXi.
    1. Log on to ESX via SSH.
    2. Execute the "ps |grep vShield-Endpoint-Mux" command. The following appears:

      Check the vShield driver on ESXi

If the issue persists, collect the following and send to Trend Micro Technical Support:

  • DSVA Diagnostic Package
  • DSM Diagnostic Package
  • Virtual Agent Diagnostic Package
  • Copy of the /var/log/messages and /var/log/syslog logs inside the DSVA appliance
  • ESXi version and build
  • vShield Manager version and build
  • Manually exported msinfo32 output as mentioned in Step 4
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1060525
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