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Clients are not upgraded and missing from the OfficeScan console after installing a patch, hotfix or doing an upgrade

    • Updated:
    • 30 Jan 2015
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • Platform:
    • Windows 2003 Enterprise
    • Windows 2008 Enterprise
    • Windows 2012 Enterprise
Summary
There are times when OfficeScan (OSCE) clients disappear from the console and does not upgrade to the latest build after installing a patch/hotfix or upgrading to the latest version.
Details
Public
This happens because the IsapiClient.dll file was replaced with a wrong version which causes all CGI/IsapiClient.dll calls to fail.
For 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 this example, the IsapiClient.dll file is using the x86 version, even though the OS is x64.
To resolve this issue:
Note: If the OS is x86, use the x86 version of isapiclient.dll. You can also copy the isapiclient.dll file from other working OSCE servers as long as they have the same version/build/OS.
  1. Stop the World Wide Web Publishing Service.
  2. Stop the OSCE 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".
  6. Start the OSCE master service.
  7. Start the World Wide Web Publishing Service.
Premium
Internal
Rating:
Category:
Troubleshoot; Upgrade; Migrate
Solution Id:
1102321
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