Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Offsite client appears offline in the OfficeScan console and client icon on the system tray

    • Updated:
    • 13 Apr 2016
    • Product/Version:
    • OfficeScan 10.6
    • Platform:
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2
Summary

The OfficeScan client is installed and online before going outside the office domain. However, the client becomes offline both in the OfficeScan console and client status icon when offsite.

The following scenarios may occur:

  • The client can ping the Fully Qualified Domain Name (FQDN) and IP address of the server but not the hostname.
  • The client could not get the changes applied in the OfficeScan server console and it is in a different domain.
Details
Public

This issue occurs due to Domain Name System (DNS) problems in the network. The OfficeScan server's Master_DomainName is using the server hostname and the client cannot communicate with the server.

To resolve this:

  1. Log in to the OfficeScan management console.
  2. Go to Smart Protection > Smart Protection Sources.
  3. Under Internal clients tab, click Standard List.
  4. On the Standard Smart Protection Server List, click Add.
  5. On the Server Name field, enter the OfficeScan server IP address.

    Smart Protection Server Address

  6. Tick the following check boxes and use the corresponding port number:
    • File Reputation Services
      • For Internet Information Services (IIS), use port 8082.
      • For Apache, use port 8080.
    • Web Reputation Services
      • For Internet Information Services (IIS), use port 5274.
      • For Apache, use port 8080.
  7. Click Test Connection to verify the connection.
  8. Click Save. You will be redirected back to the Standard Smart Protection Server List window.
  9. Tick the Server IP address check box, then click Refresh. The File Reputation Services and Web Reputation Services will have a green check mark.

    Smart Protection Server List

  10. Go to Administration > Connection Settings.
  11. On the Server Name (or IP Address) field, change the server name to the server IP address.

    Connection Settings

  12. Click Save.
  13. Go to Network Computers > Connection Verification.
  14. Click Verify now.
  15. Open the ..\PCCSRV\ofcscan.ini file and verify if the value of Master_DomainName is the server IP Address. If not, repeat Steps 1 to 13.

If the client status icon is still offline, do the following:

  1. Go to the affected client machine, right -click the OfficeScan client icon and click Update now.
  2. Log in to the OfficeScan management console and go to Networked Computers > Client Management.
  3. Verify if the Connection Status of the machine is now online.

If the above procedure did not resolve the issue:

  1. Download and run the Case Diagnostic Tool (CDT) utility on the target machine.
  2. Gather the latest log located in the ..\Trend Micro\OfficeScan Client\ConnLog directory.
  3. Submit the logs to Trend Micro Technical Support.
Premium
Internal
Rating:
Category:
Configure
Solution Id:
1095433
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support


To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.


Need More Help?

Create a technical support case if you need further support.