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Messaging Security Agent (MSA) does not appear on the Security Server (SS) console

    • Updated:
    • 27 Mar 2015
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 7.0
    • 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
Summary

Troubleshoot and resolve issues where the Messaging Security Agent (MSA) is not showing up on Security Server console.

This happens because of the following:

  • Incorrect Product Activation Code in MSA registry hive.
  • Proxy is enabled.
  • Corrupted Security Server (SS) Database
  • "Isregistered" registry key is set to "0".
Details
Public
 
Always create a backup before modifying the registry. Incorrect registry changes may cause serious issues. Should this occur, restore it by referring to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.
  1. Add a DWORD key:
    1. Open the Registry Editor.
    2. Locate and select HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ScanMail for Exchange\CurrentVersion.
    3. In the File menu, click Edit > New > DWORD (32bit) value.
    4. Type "SSDirectConnect" as its Name, and then press ENTER.
    5. Double-click the SSDirectConnect key you just created.
    6. Type "1" in the Value data field.
    7. Click OK.
    8. Close the Registry Editor.
  2. Restart the Messaging Security Agent services:
    • Messaging Security Agent Master Service
    • Messaging Security Agent Remote Configuration Server
    • Messaging Security Agent System Watcher
  3. Restart the Security Server Master service.
  4. Try to log on to MSA's Configuration console again.
 
Always create a backup before modifying the registry. Incorrect registry changes may cause serious issues. Should this occur, restore it by referring to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.
  1. Back up the MSA registry hive:
    HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ScanMail for Exchange
  2. Locate and select HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ScanMail for Exchange\CurrentVersion.
  3. Double-click the PR_AC key, and type its value in the Value data field.
     
    You can find the PR_AC from the ..\PCCSRV\ofcserver.ini under [INI_SERVICE_MODEL_SECTION].
 
Always create a backup before modifying the registry. Incorrect registry changes may cause serious issues. Should this occur, restore it by referring to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.
  1. Open the Registry Editor.
  2. Locate and select HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ScanMail for Exchange\CSMServer.
  3. Find the IsRegistered key and verify that it is set to "1".  If the key is not set to "1", double-click the key and change its value to "1".
  4. Close the Registry Editor.
  1. Open Control Panel, click Add or Remove Programs, and then click Add/Remove Windows Components.
  2. Select Internet Explorer Enhanced Security Configuration, and then do one of the following:
    • To apply the Internet Explorer Enhanced Security Configuration to both administrators and all other users, click Next.
    • To apply the Internet Explorer Enhanced Security Configuration to only one of these groups (either administrators or users who are not in an Administrators group), click Details, select either For administrator groups or For all other user groups.
  3. Click Next, and then click Finish.
  4. Restart Internet Explorer to apply the enhanced security settings.
  1. Open the Security Server console.
  2. Go to Security Settings.
  3. Select the MSA server, and then click Remove.
  4. Choose to remove the selected Inactive agent, and then click Apply.
  5. Go back to Security Settings, and then click Add.
  6. Select the Exchange server.
  7. Under the Exchange server Information, enter the information for the SMEX server.
  8. Click Apply.
  9. Delete temporary internet files.
  10. Check and try to open again the console of the MSA server.
 
Always create a backup before modifying the registry. Incorrect registry changes may cause serious issues. Should this occur, restore it by referring to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.

After installing MSA, you notice that MSA is not showing on the Security Server console. You check the SMEX_master.log file and find an "HTTP error: 403.4" entry. To resolve this issue, check this article: Messaging Security Agent (MSA) does not appear on the Security Server console of Worry-Free Business Security (WFBS) 7.0 Advanced

If the problem still persists, provide the following to Trend Micro Technical Support:

  • MSA installation logs in %windir%\temp\ or %SystemDrive%\temp
  • RIFRemoteInstallAgent.log
  • CsmSmexInstall.log
  • CsmSmexInstall-date.log
  • CsmSmexSetup.log
  • CsmSmexSetup-date.log
  • csas_dbg.log
  • SMEX_CF_SETUP.txt
  • <Messaging Security Agent installation path>\debug\Msiexec.log
  • Application Event logs via Windows Event Viewer (exported in EVT format)
  • Windows 2000 Command-Line Parameters for Msinfo32.exe
  • WinMSD or MSInfo32 output
     
    If you need more help with, refer to this article: Windows 2000 Command-Line Parameters for Msinfo32.exe
  • Information about previously installed Trend Micro products on the server (e.g. ScanMail)
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1095239
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