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Unable to register OfficeScan to Control Manager

    • Updated:
    • 25 Apr 2016
    • Product/Version:
    • OfficeScan 10.6
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
    • Windows 2012 Enterprise
Summary

The following message appears when registering OfficeScan (OSCE) to the Control Manager (TMCM) server:

"Unable to register to the Control Manager server. Check the Control Manager Settings on the OfficeScan Web Console or your network connection status."

A different error message appears on a test connection:

"Cannot connect to the Control Manager server or the proxy server. Please check your network settings and make sure the network connection between the entity and the Control Manager server or the proxy server is available."

When checking the CMAgent debug log, a snippet is referring to a product library that cannot be loaded:

[06/26 09:10:41 4524|320][ Msg], SEnvironmentInfo::LoadL18NLibrary : wszModulePath(C:\Program Files\Trend Micro\OfficeScan\PCCSRV\CMAgent\) [GlobalInterface.cpp|636]
[06/26 09:10:41 4524|320][FnInOut], SEnvironmentInfo::MbcsToUtf8==> [GlobalInterface.cpp|711]
[06/26 09:10:41 4524|320][ Msg], SEnvironmentInfo::MbcsToUtf8 : pszSrcMbcs(ProductLibPath) before convert [GlobalInterface.cpp|714]
[06/26 09:10:41 4524|320][ Msg], SEnvironmentInfo::MbcsToUtf8 : convert to UTF-8 success [GlobalInterface.cpp|727]
[06/26 09:10:41 4524|320][FnInOut], SEnvironmentInfo::MbcsToUtf8 nReturn=(0) <== [GlobalInterface.cpp|731]
[06/26 09:10:41 4524|320][ Fail], _EnModuleInitEx failed. [En_Utility.cpp|1916]
[06/26 09:10:41 4524|320][ Fail], Cause: Cannot load product lib: ProductLibPath. The specified module could not be found. [.\GlobalInterface.cpp, 2125] [En_Utility.cpp|1917]

That log snippet refers to the ProductLibrary.dll directory path being invalid or the DLL file itself is missing or corrupted.

Details
Public

To resolve this issue:

  1. Log on to the OfficeScan server and go to the ...PCCSRV\CMAgent folder.
  2. Open the Agent.ini file and make sure that the following line exists:

    [Common]
    Product_Lib_Path=C:\Program Files\Trend Micro\OfficeScan\PCCSRV\CmAgent\ProductLibrary.dll

     
    If the machine runs on a x64-bit OS, the file is located on the Program Files (x86) folder.
  3. Go to the folder location of ProductLibrary.dll and make sure that the file exists.

    If the file is missing, get a copy from a working OfficeScan server that runs the same version as the current OfficeScan server environment. Put it in the CmAgent folder and restart the OfficeScan Master service.

  4. Verify a Test Connection to the Control Manager server. If test connection is successful, proceed with the registration.
Premium
Internal
Rating:
Category:
Troubleshoot; Register
Solution Id:
1098958
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