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Agent cannot update its components and appears offline on the OfficeScan server console

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Server R2
    • Windows 2003 Standard 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 R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Standard
    • Windows 2012 Standard R2
Summary

An OfficeScan (OSCE) agent experiences the following issues:

  • The agent is shown offline on the server console.
  • The agent is unable to update the components.

Upon checking the tmudump.log file of the agent, it shows the following file copy error:

Inf 20141119 11:00:07 2412 1972 callBackForUpdate: Overwrite file(backup.000, C:\Program Files (x86)\Trend Micro\OfficeScan Client\tmtd64.ptn) done.
 Err 20141119 11:00:07 2412 1972 updateWithPatchAgent: xcopy failed, disk access.
 Inf 20141119 11:00:07 1636 1244 UpdateManager endwith 58 (3a0000): ActiveUpdate was unable to create/delete/
 overwrite files in the destination folder. Please contact your Trend Micro technical support provider.
Inf 20141119 11:00:07 1636 1244 End TmuUpdateEx()
Details
Public

To resolve the issue:

  1. Open the ofcscan.ini file and check the [Global Setting] section.
  2. Make sure that the "CheckDigitalSignatureForUpgrade=" parameter exists under the [Global Setting] section.
  3. Set the value of the "CheckDigitalSignatureForUpgrade=" parameter to "0".
  4. Save the file.
  5. On the OfficeScan web console, go to Agents > Global Agent Settings.
  6. Click Save.
  7. On the OSCE agent that encounters issue, click Update Now.
Premium
Internal
Rating:
Category:
Troubleshoot; Update
Solution Id:
1106465
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