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Backup software fails after upgrading to Worry-Free Business Security Services 5.7

    • Updated:
    • 12 Dec 2014
    • Product/Version:
    • Worry-Free Business Security Services 5.7
    • Platform:
    • N/A N/A
Summary
After an upgrade from Worry-Free Business Security Services (WFBSS) 5.3 to version 5.7, the Symantec and Windows backup software fails.
The newly installed agents are not affected by this issue.
Details
Public
During the migration, the upgrade.exe file is copied and executed to the \temp folder. When the upgrade.exe file installs the TmCCSF service, upgrade.exe uses its located path to register the TmCCSF service in Windows. Thus, the path becomes C:\Program Files\Trend Micro\Client Server Security Agent\temp\..\CCSF\TmCCSF.exe.
This issue happens because the Symantec or Windows System Backup does not parse the file path of the WFBS-SVC Agent: C:\Program Files\Trend Micro\Client Server Security Agent\..\BM. The backup does not recognize the (..) characters used by the upgrade.exe file for the TmCCF Service registration:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\TmCCSF.exe
ImagePath C:\Program Files\Trend Micro\Client Server Security Agent\temp\..\CCSF\TmCCSF.exe
To resolve the issue:
  1. Unload the agent.
  2. Update the following registry entries:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\TmCCSF.exe
    ImagePath C:\Program Files\Trend Micro\Client Server Security Agent\CCSF\TmCCSF.exe
For more information, you may refer to the following articles:
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1106264
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