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Deep Security Agent (DSA) drivers show "Stopped" status on the Domain Controllers

    • Updated:
    • 23 Aug 2016
    • Product/Version:
    • Deep Security 9.0
    • Deep Security 9.5
    • Deep Security 9.6
    • Platform:
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Server Essential R2
    • Windows 2012 Standard R2
Summary

In Deep Security Manager (DSM), the DSA on the Domain Controller (DC) shows the following error:

DSA on DC shows multiple errors

Under sysinfo.nfo, system drivers show the “Stopped” status:

Status of system drivers is 'Stopped'

The debug logs show the following entries:

2014/07/14 13:29:38.671,[01812:02912],[EVENT],[Core Update Manager], Update Finished. !!Trigger rollback!!,[.\UpdateManagerCallback.cpp(343)]
2014/07/14 13:29:38.671,[01812:02912],[EVENT],[Core Command Manager], Abnormal Event: 0 <== Restart Service Cause & Amsp error code ==>  0xe0ff0018,[.\CommandManager.cpp(773)]
Details
Public

The error occurs because of failed initial installation possibly caused by the User Access Control (UAC). Another reason for the error is the incomplete uninstallation wherein the system drivers still remain in the machine.

To resolve the issue:

  1. Remove DSA from the Control Panel.
  2. Run the tbclean tool to clean the remnants. The command line utility tbclean.exe will remove all traces of an abandoned DSA installation. To obtain the tool, contact Trend Micro Technical Support.
  3. To double-check if all DSA components are removed, refer to the KB article on Manually uninstalling Deep Security Agent, Relay, and Notifier from Windows.
  4. Disable the Windows UAC.
  5. Reboot the machine, and then install the DSA again.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1104293
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