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Uninstallation and rollback of the server and clients/agents in OfficeScan (OSCE)

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • 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 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 Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

If you experience problems with OfficeScan, you can do the following:

  • Use the uninstallation program to safely remove the OfficeScan server from the computer.
    Before uninstalling the server, move the clients/agents it manages to another OfficeScan server.
  • Roll back clients/agents to previous OfficeScan versions instead of uninstalling the OfficeScan server.
Details
Public

Before uninstalling the server, move the clients/agents it manages to an OfficeScan server with the same version. Consider backing up the server database and configuration files if you plan to reinstall the server later.

Moving Clients/Agents to Another OfficeScan Server

The OfficeScan web console provides an option to move clients/agents managed by the server to another OfficeScan server.

To move clients/agents to another OfficeScan server:

  1. Record the following information for the other OfficeScan server. You will need the information when you move the clients.
    • Computer name or IP address
    • Server listening port

      To view the server listening port, go to Administration > Connection Settings (v10.6) or Administration > Settings > Agent Connection (v11.0/XG). The port number displays on the screen.

  2. On the web console of the server you want to uninstall, go to Networked Computers > Client Management (v10.6) or Agents > Agent Management (v11.0/XG).
  3. On the client tree, select the clients/agents that you want to upgrade and then click Manage Client Tree > Move Client.
  4. Under "Move selected client(s) to another OfficeScan Server", specify the server computer name/IP address and server listening port of the other OfficeScan server.
  5. Click Move.

If all clients/agents were moved and are already being managed by the other OfficeScan server, it is safe to uninstall the OfficeScan server.

Backing Up and Restoring the OfficeScan Database and Configuration Files

Back up the OfficeScan database and important configuration files before uninstalling the OfficeScan server.
Back up the OfficeScan server database to a location outside the OfficeScan program directory.

To back up and restore the OfficeScan database and configuration files:

  1. Back up the database from the OfficeScan web console by going to Administration > Database Backup (v10.6) or Administration > Settings > Database Backup(v11.0/XG).
     
    Do not use any other type of backup tool or application.
  2. Stop the OfficeScan Master Service from the Microsoft Management Console.
  3. Manually back up the following files and folders found under <Server installation folder>\PCCSRV:
    • ofcscan.ini - Contains global client settings
    • ous.ini - Contains the update source table for antivirus component deployment
    • Private folder - Contains firewall and update source settings
    • Web\tmOPP folder - Contains Outbreak Prevention settings
    • Pccnt\Common\OfcPfw*.dat - Contains firewall settings
    • Download\OfcPfw.dat - Contains firewall deployment settings
    • Log folder - Contains system events and the connection verification logs
    • Virus folder - Contains quarantined files
    • HTTPDB folder - Contains the OfficeScan database
  4. Uninstall the OfficeScan server.
  5. Perform a fresh installation.
  6. After Setup finishes, open the Microsoft Management Console (click Start > Run and type "services.msc").
  7. Right-click OfficeScan Master Service and then click Stop.
  8. Copy the backup files to the <Server installation folder>\PCCSRV folder on the target computer.
    This overwrites the OfficeScan server database and the relevant files and folders.
  9. Restart the OfficeScan Master Service.

Use the uninstallation program to uninstall the OfficeScan server and the integrated Smart Protection Server.

If you encounter problems with the uninstallation program, manually uninstall the server.

To uninstall the OfficeScan server using the uninstallation program:

  1. If you performed a fresh installation on the server computer, skip this step. If you upgraded the server from an earlier version to this version:
    1. If Plug-in Manager is currently installed, uninstall Plug-in Manager.
    2. If Plug-in Manager is not installed, delete the AOS registry key found in HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\ service\.
  2. Run the uninstallation program. There are two ways to access the uninstallation program.

    Method A:

    1. On the OfficeScan server computer, click Start > Programs > Trend Micro OfficeScan Server > Uninstall OfficeScan.
      A confirmation screen appears.
    2. Click Yes. The server uninstallation program prompts you for the administrator password.
    3. Type the administrator password and click OK.
      The server uninstallation program starts removing the server files. A confirmation message appears.
    4. Click OK to close the uninstallation program.

    Method B:

    1. Double-click the OfficeScan server program on the Windows Add/Remove Programs screen.
    2. Click Control Panel > Add or Remove Programs.
    3. Locate and double-click "Trend Micro OfficeScan Server".
    4. Follow the on-screen instructions until you are prompted for the administrator password.
    5. Type the administrator password and click OK.
      The server uninstallation program starts removing the server files. A confirmation message appears.
    6. Click OK to close the uninstallation program.

To manually uninstall the server:

Part 1: Integrated Smart Protection Server uninstallation

  1. Open the Microsoft Management Console and stop the OfficeScan Master Service.
  2. Open a command prompt and then go to <Server installation folder>\PCCSRV.
  3. Run the following command:

    SVRSVCSETUP.EXE -uninstall

    This command uninstalls OfficeScan-related services but does not remove configuration files or the OfficeScan database.

  4. Navigate to <Server installation folder>\PCCSRV\private and open ofcserver.ini.
  5. Modify the following settings:

    ofcserver.ini Settings

    SettingsInstruction
    WSS_INSTALL=1Change 1 to 0
    WSS_ENABLE=1Delete this line
    WSS_URL=https://<computer_name>:4345/tmcss/Delete this line
  6. Navigate to <Server installation folder>\PCCSRV and open OfUninst.ini.
  7. Delete the following lines:
     
    The value for IIS_VHostidx should be the same as the "isapi" value indicated on the following line:
    ROOT=/tmcss,C:\Program Files\Trend Micro\OfficeScan\PCCSRV\WSS\isapi,,<value>
    • If using IIS web server:

      [WSS_WEB_SERVER]
      ServerPort=8082
      IIS_VhostName=Smart Protection Server (Integrated)
      IIS_VHostIdx=5
      [WSS_SSL]
      SSLPort=<SSL port>

    • If using Apache web server:

      [WSS_WEB_SERVER]
      ServerPort=8082
      [WSS_SSL]
      SSLPort=<SSL port>

  8. Open a command prompt and then go to <Server installation folder>\PCCSRV.
  9. Run the following commands:

    Svrsvcsetup -install
    Svrsvcsetup -enablessl
    Svrsvcsetup -setprivilege

  10. Verify that the following items were removed:
    • Trend Micro Smart Protection Server service from the Microsoft Management Console
    • Smart Protection Server performance counters
    • Smart Protection Server (Integrated) website

Part 2: OfficeScan server uninstallation

  1. Open Registry Editor and perform the following steps:
     
    The next steps require you to delete registry keys. Making incorrect changes to the registry can cause serious system problems. Always make a backup copy before making any registry changes. For more information, refer to the Registry Editor Help.
    1. Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\.
    2. Verify that the ofcservice hive has been deleted.
    3. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\ Trend Micro\OfficeScan\ and delete the OfficeScan hive.

      For 64-bit computers, the path is HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432node\Trend Micro\OfficeScan\.

    4. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\ and delete the OfficeScan Management Console-<Server Name> folder.
  2. Navigate to <Server installation folder>\PCCSRV folder and unshare the PCCSRV folder.
  3. Restart the server computer.
  4. Navigate to <Server installation folder>\PCCSRV and delete the PCCSRV folder.
  5. Delete the OfficeScan website from the Internet Information Services (IIS) console.
    1. Open the IIS console.
    2. Expand ServerName.
    3. If you installed OfficeScan on a separate website, go to the Web Sites folder and then delete OfficeScan.
    4. If you installed OfficeScan virtual directories under the default website, go to Default Web Site and then delete the OfficeScan virtual directory.

If you encounter problems upgrading OfficeScan clients, you can roll back the clients to their previous version.

To roll back successfully, prepare the following:

  • An OfficeScan 10.6 server that will manage the clients that will be rolled back. The server version should be any of the following:
    • 10.5 Patch 1
    • 10.5
    • 10.0 Service Pack 1
    • 10.0
    • 8.0 Service Pack 1
  • In OfficeScan 11.0, rollback is supported only for the following versions:
    • OfficeScan 10.6 Service Pack 3
    • OfficeScan 10.6 Service Pack 2
    • OfficeScan 10.6 Service Pack 1
    • OfficeScan 10.6
    • OfficeScan 10.5
    • OfficeScan 10.0 SP1
  • In OfficeScan XG, rollback is supported only for the following versions:
    • OfficeScan 11.0 Service Pack 1 Critical Patch 1
    • OfficeScan 11.0 Service Pack 1
    • OfficeScan 11.0
    • OfficeScan 10.6 Service Pack 3
  • A computer that will act as update source. This update source contains the rollback files and components. When a client to be rolled back updates from this source, the client will be uninstalled and then the previous version of the client will be installed.
  • The OfficeScan 10.6/11.0/XG server managing the clients to be rolled back
  • The OfficeScan 10.6/11.0/XG clients to be rolled back

Part 1: Preparing the previous OfficeScan server version

  1. Prepare a computer with the previous OfficeScan server version installed.
  2. Apply the latest hot fixes, patches, or service packs for the previous OfficeScan server version.
  3. Replicate the following OfficeScan 10.6/11.0/XG server settings to the previous OfficeScan server version.

    Consider the following settings:

    1. Client settings
      • Scan
      • Update Agents
      • Privileges
      • Spyware/Grayware Approved List (for OfficeScan 8.0 SP1 or later)
      • Behavior Monitoring Exception List (for OfficeScan 10.0 SP1 or later)
    2. Global client settings
    3. Web Reputation settings (for OfficeScan 8.0 SP1 or later)
      • Computer location
      • Policies
      • Proxy
    4. OfficeScan firewall settings
      • Policy
      • Profiles
    5. Connection verification schedule
    6. Update settings
      • Server scheduled update
      • Server update source
      • Client scheduled update
      • Client update source
    7. Log maintenance settings
    8. Notifications - all notification settings
    9. Administration settings
      • Quarantine Manager
      • Control Manager
      • Database backup
  4. On the previous OfficeScan server version, run Client Packager twice to create two client installation packages, one for x86 computers and another for x64 computers.

    Settings on the client installation package for x86 computers:

    • Package type: Setup
    • Windows operating system type: 32-bit
    • Output file: InstNTPkg.exe

    Settings on the client installation package for x64 computers:

    • Package type: Setup
    • Windows operating system type: 64-bit
    • Output file: InstNTPkg.exe

    Since the two output files have the same file name, save them into separate locations so that one file does not overwrite the other.

Part 2: Preparing an update source for clients that will be rolled back

  1. Prepare a computer that will act as update source.
  2. On the OfficeScan 10.6/11.0/XG server computer, navigate to <Server Installation Folder>\PCCSRV and copy the Download folder (including subfolders) to the update source computer (the computer prepared in the previous step).

    For example, copy the Download folder to the following directory on the update source computer:

    C:\OfficeScanUpdateSource

  3. On the OfficeScan 10.6/11.0/XG server computer:
  4. Create a temporary folder.
  5. Create a subfolder in the temporary folder and name it RollBackNTPkgx64
  6. Navigate to <Server Installation Folder>\PCCSRV\Admin and copy the following files to the temporary folder:
    • RollbackAgent.dll
    • RollbackAgent_64x.dll
    • ClientRollback.exe
  7. In the temporary folder, compress RollbackAgent.dll as RollbackAgent.zip.
  8. In the temporary folder, compress RollbackAgent_64x.dll as RollbackAgent_64x.zip.
  9. Create a subfolder in the temporary folder and name it RollBackNTPkg.
  10. Copy the following files to the RollBackNTPkg subfolder:
    • ClientRollback.exe
    • The client installation package for x86 computers (InstPkg.exe) created in Part 1, step 4
  11. Compress the RollbackNTPkg subfolder as RollbackNTPkg.zip.
  12. Create a subfolder in the temporary folder and name it RollBackNTPkgx64.
  13. Copy the following files to the RollBackNTPkgx64 subfolder:
    • ClientRollback.exe
    • The client installation package for x64 computers (InstPkg.exe) created in Part 1, step 4
  14. Compress the RollbackNTPkgx64 subfolder as RollbackNTPkgx64.zip.
  15. Copy the following compressed files from the temporary folder to the update source computer. Copy the files to the \Download\Product folder on the update source computer. For example, copy the files to C:\OfficeScanUpdateSource\Download\Product.
    • RollbackAgent.zip
    • RollbackAgent_64x.zip
    • RollbackNTPkg.zip
    • RollbackNTPkgx64.zip
  16. On the update source computer:
    1. Ensure that the "Internet Guest Account" has read access to the following compressed files in \Download\Product (for example, C:\OfficeScanUpdateSource\Download\Product):
      • RollbackAgent.zip
      • RollbackAgent_64x.zip
      • RollbackNTPkg.zip
      • RollbackNTPkgx64.zip
       
      To check the access permission, right-click each file and select Properties. In the Security tab, the permission for Internet Guest Account should be "Read".
    2. In the \Download\Product folder, open the server.ini file using a text editor such as Notepad.
    3. Modify the following lines in the server.ini file and then save the file. Do not change any other settings in the server.ini file.

      [All_Product]
      MaxProductID=109
      Product.109=OfficeScan Rollback, 3.5, <Current OfficeScan version>

      [Info_109_35000_1_1]
      Version=<Previous OfficeScan version>
      Update_Path=product/RollbackAgent.zip, <RollbackAgent file size>
      Path=product/RollBackNTPkg.zip, <RollBackNTPkg file size>

      [Info_109_35000_1_5633]
      Version=<Previous OfficeScan version>
      Update_Path=product/RollbackAgent_64x.zip, <RollbackAgent64 file size>
      Path=product/RollBackNTPkgx64.zip, <RollBackNTPkg64 file size>

      Where:

      • <RollbackAgent file size>: File size of "RollbackAgent.zip" in bytes. For example, 90517.
      • <RollBackNTPkg file size>: File size of "RollbackNTPkg.zip" in bytes. For example, 32058256.
      • <RollbackAgent64 file size>: File size of "RollbackAgent_64x.zip" in bytes. For example, 90517.
      • <RollBackNTPkg64 file size>: File size of RollbackNTpkgx64.zip in bytes. For example, 36930773.

        Note: To get the file size, right-click the .zip file and click Properties. Take note of the size, not the size on disk.

      • <Current OfficeScan version>: Current OfficeScan version (10.6)
      • <Previous OfficeScan version>: Previous OfficeScan version. For example, 10.0.

Part 3: Rolling back the OfficeScan clients/agents

  1. On the OfficeScan 10.6/11.0/XG web console:
    1. Go to Updates > Networked Computers > Update Source (v10.x) or Updates > Agents > Update Source (v11.0/XG).
    2. Select Customized Update Source.
    3. On the Customized Update Source List, click Add. A new screen opens.
    4. Type the IP addresses of the clients to be rolled back.
    5. Type the update source URL. For example, type: http://<IP address of update source>/OfficeScanUpdateSource/
    6. Click Save. The screen closes.
    7. Click Notify All Clients.

    When a client to be rolled back updates from the update source, the client will be uninstalled and the previous client version will be installed.

  2. After the previous client/agent version is installed, inform the user to restart the computer. After the restart, the client/agent will report to the OfficeScan server prepared in Part 1.
Premium
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Category:
Uninstall
Solution Id:
1095152
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