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Checking the connection of the Agent to the Smart Scan server in Worry-Free Business Security (WFBS)

    • Updated:
    • 17 Mar 2015
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • Windows 2003 Compute Cluster Server
    • Windows 2003 Datacenter
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Home Server
    • Windows 2003 Server R2
    • Windows 2003 Small Business Server
    • Windows 2003 Small Business Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2003 Web Server 64-bit
    • Windows 2003 Web Server Edition
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Essential Business Server
    • Windows 2008 Server Core
    • Windows 2008 Server Foundation
    • Windows 2008 Server R2
    • Windows 2008 Server R2 with Hyper-V(TM)
    • Windows 2008 Small Business Server
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Storage Server
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2011 Small Business Server Essentials
    • Windows 2011 Small Business Server Premium Add-on
    • Windows 2011 Small Business Server Standard
    • Windows 2012 Enterprise
    • Windows 2012 Web Server Edition
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows 7 Home Premium 32-bit
    • Windows 7 Home Premium 64-bit
    • Windows 7 Starter 32-bit
    • Windows 7 Starter 64-bit
    • Windows 7 Ultimate 32-bit
    • Windows 7 Ultimate 64-bit
    • Windows 8 32-bit
    • Windows 8 64-bit
    • Windows Storage Server 2003
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows Vista SP1 32-bit / 64-bit
    • Windows Vista SP2 32-bit / 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
    • Windows XP SP2 32-bit
    • Windows XP SP3 32-bit
    • Windows XP Tablet PC
Summary

This article contains recommended steps in verifying the connection between the Security Agent and the Smart Scan Server. These steps can be used identify the cause when the Smart Scan Server shows unavailable or disconnected.

Details
Public

To check the connectivity between the Security Agent and the Smart Scan server:

  1. Check the Internet connection by browsing any website.
  2. Check if Proxy settings are correct in Internet Explorer (IE) and Security Agent (SA).
    1. Check IE Proxy Settings
      1. Open IE.
      2. Go to Tools > Internet Options.
      3. Go to the Connections tab.
      4. Click LAN settings.

        IE Proxy Settings

    2. Check SA Proxy Settings
      1. Open IE.
      2. Go to Tools > Internet Options.
      3. Go to the Connections tab.
      4. Click LAN settings.

        IE Proxy Settings

  3. Check if SA can connect to localscanserver address by DNS using the following command:

    ping <LocalScanServerAddress>

    Example: ping E-G-1.sbs2k8eg1.local

    You can check the WSS link under this registry hive: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\iCRC Scan\Scan Server.

  4. Access following addresses using your browser:

    For local scan server:

    http://:8082/ss/q/?BF=1005602100&LCRC=AB795571F586FB4A15AFCE3C351BD31F

    For global scan server:

    https://wfbs8.icrc.trendmicro.com/ss/q/?BF=1005602100&LCRC=AB795571F586FB4A15AFCE3C351BD31F

    If the scan server is available, a File Download dialog box will appear with "q" as the Name of the file to be downloaded and "4 bytes" as its size. You may just close it.

If connectivity is stable, and still Smart Scan Server still shows unavailable or disconnected in Security agents, provide the following to Trend Micro Technical Support:

  1. Debug Log: Ofcdebug.log
  2. The following logs under C:\Program Files (x86)\Trend Micro\Security Server\PCCSRV\wss:
    1. Diagnostic.log
    2. Access.log
  3. The following logs under C:\Program Files (x86)\Trend Micro\Security Server\PCCSRV\wss\spsc\log:
    1. diagnostic_spsc_activeindex.log
    2. diagnostic_spsc_attributetool.log
    3. diagnostic_spsc_importmanager.log
    4. diagnostic_spsc_libspscserverapi.log
    5. diagnostic_spsc_updatepattern.log
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1095225
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