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Smart Scan Agent is disconnected in Worry-Free Business Security Services (WFBS-SVC)

    • Updated:
    • 15 Nov 2014
    • Product/Version:
    • Worry-Free Business Security Services 5.7
    • Worry-Free Business Security Services for Dell 5.6
    • Platform:
    • Windows 2003 Server R2
    • Windows 2008 Server R2
    • Windows 7 32-bit
    • Windows Vista 32-bit
    • Windows XP Home
    • Windows XP Professional
Summary
The article describes how to troubleshoot WFBS-SVC if you see the error message "Scan service disconnected".
Details
Public
To check the connectivity of the Smart Scan server:
  1. Check the Internet connection by browsing any website.
  2. See if Proxy settings are correct in Internet Explorer (IE).
    1. Open IE.
    2. Go to Tools > Internet Options.
    3. Go to the Connections tab.
    4. Click LAN settings. Make sure that the checkbox under Proxy server is unchecked.
      LAN settings
  3. Verify the connection to the Smart Scan server. Check if the security agent can connect to the localscanserver address via DNS using the following command:
    pathping <LocalScanServerAddress>
    traceroute <LocalScanServerAddres>
    Example: pathping wfbssvc51.icrc.trendmicro.comconnect to localscanserver address
  4. Check if Smart Scan service is available. To do this, click the link below:
    If the Smart Scan service is available, a File Download dialog box will appear prompting you download the "q" file. Close the dialog box.
    Save or open the q file
    If the File Download dialog box does not appear, the Smart Scan Service is not available.
  5. Create a log.ini file using Notepad in the client folder.
    1. Open a new text file and type following:
      [TMCOMMONLOGGING]
      LogEnable= 1
      Log EnableStdOutput = 0
      LogLevel = 1
      LogFileSize = 20
      LogFileRotateNum = 5
      LogFilePath = C:\iCRC_Diagnostic.log
    2. Save the file as log.ini in the client folder.
      Ex: C:\Program Files (x86)\Trend Micro\Client Server Security Agent
    3. Unload and reload the agent.
    4. Gather the logs under C:\iCRC_Diagnostic.log.
If your connection is stable and the Smart Scan server is still not available or disconnected, contact Trend Micro Technical Support: and provide CDT logs.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1096686
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