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Generic troubleshooting approach for compatibility and performance issues with the OfficeScan (OSCE) client

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • 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 Server Essentials
    • 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 8 RT
    • 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 Professional
    • Windows XP Professional 64-bit
    • Windows XP SP2 32-bit
    • Windows XP SP3 32-bit
Summary

Use the steps in this article to isolate performance problems or compatibility issues with 3rd party applications or hardware to a specific module of the OfficeScan Clients or Client/Server Security Agents.

This troubleshooting applies to problems that can be prevented by turning off or uninstalling the OfficeScan client or Client/Server Security Agent in order to further isolate the root cause.

Details
Public

To find out what causes the problem, apply the steps below:

  1. Isolate which service is causing the problem. Go to Start > Run > services.msc. To disable a service, select its properties and choose Disabled in the console.
     
    Check the services in the mentioned order. If one of the Services is responsible for the issue, contact Trend Micro Technical Support. Otherwise, proceed to the next step.
    1. Disable the Trend Unauthorised Change Prevention Service.
    2. Enable the previously stopped service again. Disable the Trend Micro Firewall Service.
    3. Enable the previously stopped service again. Disable the Trend Micro TMProxy Service.
    4. Enable the previously stopped service again. Disable the Trend Micro TMListen Service.
    5. Disable all the services at the same time.
    6. Re-enable all the services you use normally as they were running before the above steps.
  2. Disable OfficeScan's RealTime Scanning function:
    1. Open the OfficeScan web console and select the client with the issue from the client tree.
    2. Uncheck Enable virus/malware scan from Settings > Scan Settings > Real-time Scan Settings.

      To determine whether the OfficeScan client RealTime Scanning function is disabled:

      1. Check the system tray icon. It will look like this:

        Real-time scan is disabled

      2. Check the registry key [HKLM\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\Real Time Scan Configuration].

        It will indicate ["Enable"=0].

Provide the results of the above steps to Trend Micro Technical Support in order to determine which configuration to adjust or what log files are relevant for troubleshooting the issue.

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1095752
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