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Anti-malware module of the Deep Security Agent (DSA) shows "Driver offline / Not installed" in the Deep Security Notifier

    • Updated:
    • 22 Dec 2015
    • Product/Version:
    • Deep Security 8.0
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows XP Professional
Summary

You used the Deep Security Agent Service Pack (SP) 1 Patch 1 for a fresh installation of the Agent, but encountered the following issues afterwards:

  • The anti-malware module shows the status “Driver offline/Not installed” in the Deep Security Notifier.

    driver offline, not installed

  • Trend Micro Deep Security Agent does not appear in Add/Remove Programs.
  • The Trend Micro Deep Security Agent service is not installed.
Details
Public

The issue occurs because the installation is corrupted.

To resolve the issue, uninstall and reinstall the DSA:

  1. Manually uninstall the DSA using tbclean.exe. This application is used to diagnose issues with the driver and remove all traces of an abandoned DSA installation.
    1. Contact Trend Micro Technical Support to obtain a copy of tbclean.exe.
    2. Run the tool using the following command:

      tbcleanx32.exe [-v] [-c] [-s]

      where:

      • -v - Turns on or enables the verbose mode
      • -c - Cleans up install remnants
      • -s - Silently (no prompt) removes install items
       
      Type "-?" to display this Help information.
  2. Make sure that the following are also uninstalled from the Device Manager Non-Plug and Play Drivers.
    • tmactmon
    • tmcomm
    • tmevtmgr
  3. Reinstall the DSA.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1095437
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