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Troubleshooting upgrade/installation issues of the Security Agent (SA) in Worry-Free Business Security (WFBS)

    • Updated:
    • 28 Sep 2016
    • 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 details the troubleshooting steps in fixing installation/upgrade issues of the SA in WFBS. 

Details
Public

Check and remove previously installed Trend Micro products such as Titanium, Trend Micro Internet Security (TIS), Worry-Free Business Security (WFBS) client, OfficeScan client, and other Trend Micro products.

For existing WFBS client, just click Update Now from the main console. Do not try to install.

Check and remove third-party antivirus products currently installed. To know which products to uninstall, refer to this article: Antivirus software that Worry-Free Business Security (WFBS) can detect and uninstall

To manually remove the third-party software, contact their technical support for help.

Check if UAC is turned on. If it is enabled, disable the UAC before installing the SA, and then enabled it after SA has been installed. This allows you to identify if UAC is preventing you to install the program. For more information on how to disable and enable UAC, refer to this article: Turn User Account Control on or off

For remote installation, Trend Micro recommends that you disable the UAC.

Identify the installation method you are using. Choose another installation method for the SA if the first method you used failed. For more information about different methods of installation, refer to this article: Different installation methods for the Worry-Free Business Security (WFBS) Security Agent or Client/Server Security Agent

Check if you get an error code during installation. Refer to this article for solutions corresponding to error codes: Worry-Free Business Security (WFBS) installation and upgrade errors
Use the SA uninstall tool to manually remove components. If you need more help with using the SA uninstall tool, refer to this article: Uninstalling Worry-Free Business (WFBS) Security Agent using the Uninstall Tool

If the installation still fails, collect the following and send it to Trend Micro Technical Support:%WINDIR%\Temp\WFBS_Debug folder for all types of installation/upgrade methods

  • ofcdebug.log from the Security Server for remote installation method
  • ..\CSA\Temp\upgrade*.log for issues encountered when upgrading from WFBS 5.x/6.x
  • Debug logs using the Case Diagnostic Tool (CDT). If you need more help with using CDT, refer to this article: Using the Case Diagnostic Tool (CDT)
 
There is no need to enable debug.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1095291
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