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Unable to install the ToolBox plugin in OfficeScan (OSCE)

    • Updated:
    • 24 Nov 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan 11.0
    • OfficeScan XG
    • OfficeScan XG.All
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Standard
Summary

The following error message appears when installing the ToolBox plugin via plug-in manager:

An update error occured...

Error: An update error occurred. Plug-in Manager cannot install the plug-in program. Possible reasons:
a. An error in the AU patch agent occurred. The AU patch agent is the program that launches installation of new plug-in programs.
b. Some files needed for plug-in program installation are missing.
For the exact cause of the error, check the ActiveUpdate module debug log "TmuDump.txt" in \PCCSRV\Web\Service\AU_Data\AU_Log. Refer to the Troubleshooting section of the online help for the solutions.

The Tmudump.txt file contains the following entries:

Inf 20130903 13:41:03 1260 1408 Unzip return [-105]
Inf 20130903 13:41:03 1260 1408 Cleanning Temp dir [C:\Program Files (x86)\Trend Micro\OfficeScan\PCCSRV\Web\Service\AU_Data\AU_Temp\1260_1408]
Inf 20130903 13:41:03 1260 1408 UpdateManager endwith 24 (180000): ActiveUpdate was unable to extract the downloaded patch packages. The archive file may be damaged. Please try downloading the file again.

Details
Public

The issue occurs because the ToolBox installer is corrupted. To resolve this:

  1. Stop the following services:
    • IIS Admin
    • Master Service
    • Plug-in Manager
  2. Change the value of the following registry key to "1":

    HKLM\SOFTWARE\TRENDMICRO\OFFICESCAN\Service\Aos\OSCE_ADDON_TOOLBOX\1_1_1.0.1150\Status

     
    Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
  3. Delete the following files:
    • TBPatchAgent.zip
    • AddonSvcToolBox.zip
    These files are found in the following folders:
    • OfficeScan 10.6: C:\Program Files (x86)\Trend Micro\OfficeScan\PCCSRV\Download\product\osce106sp2\enu\
    • OfficeScan 11.0: C:\Program Files (x86)\Trend Micro\OfficeScan\PCCSRV\Download\product\osce11\enu\
    If these two files exist, delete them too:
    • TBClientPatchAgent.zip
    • AddonClientToolbox.zip
  4. Start the services.
  5. Open the OSCE web console > Plug-in Manager.
  6. Download and install the ToolBox installer.
  7. View the management console for ToolBox.
Premium
Internal
Rating:
Category:
Troubleshoot; Install
Solution Id:
1098826
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