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Clients connected via VPN do not appear in the web console in OfficeScan

    • Updated:
    • 11 Aug 2020
    • Product/Version:
    • OfficeScan 11.0
    • OfficeScan 11.0
    • OfficeScan XG
    • OfficeScan XG.All
    • Platform:
    • N/A N/A
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Server R2
    • Windows 2003 Standard 64-bit
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012 Datacenter
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Server R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2016 Server Core
    • Windows 2016 Server Datacenter
    • Windows 2016 Server Standard
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-bit
    • Windows 8.1 32-Bit
    • Windows 8.1 64-Bit

When OfficeScan agents are connected using Virtual Private Networking (VPN), these agents disappear from the web console. This happens even when the VPN connection uses the same Media Access Control (MAC) address.

This article is not applicable to Apex One as it is enhanced to correctly identify agents using VPN connection.

This issue occurs when OfficeScan agents with different IP addresses report to the server using the same MAC address. The server fails to identify the agent as a new agent, and prevents them from registering appropriately with the server because that MAC address is already in use.

To resolve the issue:

  1. Make sure you have installed OfficeScan 11.0 Patch 1 or later.
  2. Open the ..\Trend Micro\OfficeScan\PCCSRV\Private\ofcserver.ini file.
  3. Look for [INI_SERVER_SECTION] and add the following line:



    0 = Allows OfficeScan agents to report to server using the same MAC address
    1 = (Default) Prevents OfficeScan agents from reporting to server using the same MAC address

  4. Save the file.
  5. Restart the OfficeScan Master Service.
  6. Perform a manual update on one of the affected machines.
    Any machines with the same MAC address should now appear on the web console.
Configure; Troubleshoot
Solution Id:
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