Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Unable to register OfficeScan server to Control Manager (TMCM)

    • Updated:
    • 18 Jun 2019
    • Product/Version:
    • Control Manager 7.0
    • OfficeScan XG
    • Platform:
    • N/A N/A
Summary

The OfficeScan XG server registration to the TMCM server fails with the following error:

Unable to register to the Control Manager server. Check the Control Manager settings on the OfficeScan Web console or your network connection status.

Unable to register OSCE to TMCM

Details
Public

The CMAgent_debug.log shows the following error:

--------cut----------
[05/27 11:03:41 10020|52][ Msg], _EnModuleInitEx: --> notify Module_Attach [En_Utility.cpp|1877]
...
[05/27 11:04:54 10020|676][FnInOut], pszURL(/ControlManager/ClientCGI/cgiDelegate.dll), pszServer(172.26.6.50), uServerPort(443), pszServerUserName() [Easycurl.cpp|320]
[05/27 11:04:54 10020|676][ Msg], m_pszURL = https://172.26.6.50:443/ControlManager/ClientCGI/cgiDelegate.dll [Easycurl.cpp|362]
...
[05/27 11:04:55 10020|676][ Msg], CEnrollCommandSenderCallback::HandleResult: ResultFile(D:\Program Files (x86)\Trend
Micro\OfficeScan\PCCSRV\CMAgent\command\1558926222_000002_Logon_c404912aa10d-40539e0c-f520-7d07-ddbb_result_18467) [AgentHandler.cpp|575]

[05/27 11:04:55 10020|676][ Msg], CAgentSenderCallback::GetSendResult : (ERR) server error code (-15202) [ServerResult.cpp|52]
[05/27 11:04:55 10020|676][ Msg], CEnrollCommandSenderCallback::HandleResult: (-1063) = GetSendResult() [AgentHandler.cpp|580]
[05/27 11:04:55 10020|676][ Fail], CEnrollCommandSenderCallback::HandleResult: Guid(c404912aa10d-40539e0c-f520-7d07-ddbb) m_enumActionType(3)
nReturnMessage(-1063) [AgentHandler.cpp|595]
...
[05/27 11:04:56 10020|52][ Fail], Cause: Agent is called to shut down. [.\Registrator.cpp, 119] [En_Utility.cpp|1916]
--------cut----------

You can find lots of error messages like the following in TMCM_cgiDelegate.log:

--------cut----------
05-22 16:20:21,01d68:0301c,[Error], *** RelayDataByMsgBuffer(): CException = (10060) A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.
[cd_ISAPIDelegate.cpp|1133]
--------cut----------

From SystemInfo_NetworkStatus.txt of the TMCM server, it shows that there are lots of connections with the TIME_WAIT status:

--------cut----------
TCP 127.0.0.1:20001 127.0.0.1:51844 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:51848 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:51863 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:51878 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:52031 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:52033 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:52068 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:52069 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:52073 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:52173 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:52178 TIME_WAIT 0
TCP 127.0.0.1:20001 127.0.0.1:52197 TIME_WAIT 0
--------cut----------

Access the TMCM server and do the following:

  1. Reduce the client TCP/IP socket connection timeout value from the default value of 240 seconds:
    1. Start Registry Editor.
       
      Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
    2. Browse to this registry hive: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters.
    3. Create a new REG_DWORD value named "TcpTimedWaitDelay".
    4. Set the value to "30".
  2. Extend the Socket Port number by opening Command Prompt with admin privileges and launching the following command:

    netsh int ipv4 set dynamic tcp start=25000 num=30000

  3. Reboot the machine.
  4. Try to register the OfficeScan server to the TMCM server again.
Premium
Internal
Rating:
Category:
Troubleshoot; Register
Solution Id:
1098958
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.