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Clients are missing from the OfficeScan console after upgrading or installing a patch or hot fix

    • Updated:
    • 28 Dec 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Server Core
    • Windows 2008 Standard
    • Windows 2012 Enterprise
Summary

When OfficeScan (OSCE) clients disappear from the console or offline in console, cannot update from OSCE server and does not upgrade to the latest build after installing a patch/hotfix or upgrading.

The IIS logs have following error code "500 0 193" for the isapiClient.dll access:

2013-10-09 00:00:03 192.168.155.72 POST /officescan/cgi/isapiClient.dll
- 8080 - 192.168.155.122 62691CB3BF62DAF233FB2C02782E7BD2 500 0 193 0
Details
Public

This happens because the IsapiClient.dll file was replaced with a wrong version causing all CGI/IsapiClient.dll calls to fail.

Below is an example:

OS: Windows Server 2008 (x64)
Directory: ..\Trend Micro\OfficeScan\PCCSRV\Web_OSCE\Web\CGI\
2013/07/24 13:24 487240 isapiClient.dll 10.6.0.5162
2013/07/24 13:28 716496 isapiClientx64.dll 10.6.0.5162
2013/07/24 13:24 487240 isapiClientX86.dll 10.6.0.5162

In the sample above, it is a x64 platform and by default, it should be running with x64 dll. However, the IsapiClient.dll file is using the x86 dll version.

This is also related with the IIS "Enable 32-bit Applications" setting.

  • If the IIS setting is similar below, then you should use 32-bit isapiClient.dll (isapiClientX86.dll).

    IIS > Application Pools > OfficeScanAppPool > Advanced Settings > Enable 32-Bit Application > True (by default on x64 platform)

  • If the IIS setting is similar below, then you should use 64-bit isapiClient.dll (isapiClientx64.dll).

    IIS > Application Pools > OfficeScanAppPool > Advanced Settings > Enable 32-Bit Application > False (by default on x64 platform)

 
By default, OfficeScanAppPool is the one which OfficeScan Web Site used as its application pool.

To resolve this issue, replace the correct build or version of isapiClient.dll:

  1. Stop the World Wide Web Publishing Service.
  2. Stop the OfficeScan Master Service.
  3. Go to ..\Trend Micro\OfficeScan\PCCSRV\Web_OSCE\Web\CGI\.
  4. Rename the existing isapiClient.dll file.
  5. Create a copy of the isapiClientx64.dll file and change its name to "isapiClient.dll". Refer to the corresponding IIS setting above to choose the correct copy of isapiClientX86.dll\isapiClientx64.dll.
  6. Start the OfficeScan Master Service.
  7. Start the World Wide Web Publishing Service.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1099504
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