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Troubleshooting Security Server upgrade issues in Worry-Free Business Security (WFBS)

    • Updated:
    • 28 Feb 2014
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Server R2
    • Windows 2003 Small Business Server
    • Windows 2003 Small Business Server R2
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Essential Business Server
    • Windows 2008 Server R2
    • Windows 2008 Small Business Server
    • Windows 2008 Standard
    • Windows 2011 Small Business Server Essentials
    • Windows 2011 Small Business Server Standard
    • Windows 2012 Enterprise
    • Windows 2012 Web Server Edition
Summary
Resolve issues that you may encounter while upgrading the Security Server of WFBS.
Details
Public
To troubleshoot Security Server upgrade issues:
  1. Back up important files and folders of the Security Server before you upgrade.
    To know the files that you need to back up, refer to the article Files to back up before upgrading Worry-Free Business Security
  2. List down any errors or pop-up messages that appear during the upgrade.
  3. Collect CDT logs using the Case Diagnostic Tool.
  4. Collect Web Server logs from the following locations:
    1. Apache: C:\Program Files (x86)\Trend Micro\Security Server\PCCSRV\Apache2\logs
    2. IIS: Refer to the article Enabling logs in IIS
      Note: This depends on the user's setting.
  5. Check the share name of the PCCSRV folder:
    1. Right-click the ..\Trendmicro\PCCSRV folder and select Properties.
    2. Go to the Sharing tab.
    3. Make sure "ofcscan" is the shared name.
  6. Check Web Server.
    1. Check Apache and IIS:
      1. Go to Start > Run.
      2. Type "services.msc" and then click OK.
      3. Find the following services and check if their status is "Started".
        • Apache2
        • IIS admin
        If any of the above service is not started, right-click the service, and then select Start. If you encounter problems, contact Microsoft for help.
    2. Check the OfficeScan website. 
      1. Open IIS Manager.
      2. Under the OfficeScan website, see if the officescan and SMB directories exist as shown below:
        If none of the website is are available, run the following commands under ..\Security Server\Pccsrv via command prompt:
        1. svrsvcsetup -setvirdir
        2. svrsvcsetup -setprivilege
        3. svrsvcsetup -enablessl (if ssl is enabled)
  7. Check the Security Server Services
    1. Go to Start > Run.
    2. Type "services.msc", and then click OK.
    3. Check if the following services are installed:
      • Trend Micro Security Server Master Service (Started, startup Automatically)
      • Trend Micro Plug-in Manager (Started, startup Automatically)
      • Trend Micro Smart Scan Server (Started if Smart Scan is enabled, startup Manual)
      If any of the above services is not installed or cannot be started, proceed to Step 9.
    4. Check the status of the above services. If any of the above service is not started:
      1. Right-click the service, and then select Start.
      2. Set the correct Startup type as stated above.
  8. Uninstall the Security Server.
    Note: If normal uninstallation does not work, manually uninstall the Security Server.
  9. Reinstall the Security Server.
If the problem persists, provide the error (if applicable) and logs collected from Steps 2-4 to Trend Micro Technical Support.
Premium
Internal
Rating:
Category:
Troubleshoot; Upgrade
Solution Id:
1095523
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