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"SmartScan Unavailable" shows up and agents cannot connect to the Global Scan server in OfficeScan (OSCE)

    • Updated:
    • 7 Nov 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • Platform:
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows 8 32-bit
    • Windows 8 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

OfficeScan agents that cannot contact the Integrated Smart Protection Server should automatically connect to the Global SmartScan Network. However, agents fail to connect while showing a reconnecting status and "SmartScan Unavailable" in the web console. This issue usually happens on roaming agents.

Smart Scan - Connecting

This ofcscan.ini file from OSCE 11.0 shows the Global Scan URL for OSCE 10.6.

The registry keys in the OSCE agent running version 11.0 also show an older version of the Global SmartScan server.

Registry Editor

Registry Editor OSCE

Click images to enlarge.

Details
Public

Please ensure that the following options under Settings > Privileges and other Settings are both enabled:

  • OfficeScan agents download updates from the Trend Micro ActiveUpdate Server
  • Enable scheduled update or Enable schedule-based updates on OfficeScan agents

Refer to this KB article for more details: Enabling roaming mode from the OfficeScan server console

Once you have verified that these options are enabled, but the agents' SmartScan still keeps reconnecting, kindly check if your server is configured with the correct global File Reputation Services (FRS) and Web Reputation Services (WRS) connection because this issue usually happens when a customer has upgraded to another version, but the global scan server is still an older version.

If this is the case, modify the ofcscan.ini file with the correct value:

  1. Log on to the OSCE server.
  2. Go to C:\Program Files\Trend Micro\Officescan\PCCSRV.
  3. Create a backup of the ofcscan.ini file.
  4. Open the ofcscan.ini file.
  5. Under [ICRC_SCAN_INI_SECTION], change the value of the following parameter:
    • For OfficeScan 11:

      GlobalWCSServerUrl=http://osce11-0-en.url.trendmicro.com

    • For OfficeScan 10.6:

      GlobalScanServerAddress=https://osce106.icrc.trendmicro.com/tmcss
      GlobalWCSServerUrl=http://osce-10-6-en.url.trendmicro.com

  6. Save and close the file.
  7. Start the OfficeScan Master Service.
  8. Log in to the OfficeScan management console.
  9. Go to Networked Computers (10.6) / Agents (11.0) > Global Client/Agent Settings, then click Save to deploy the new setting.
  10. Confirm the changes by checking the following registry entries on the client side:
     
    Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
    • For 32 bit Machines:
      • HKLM\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\iCRC Scan\Scan Server\GlobalScanServerAddress
      • HKLM\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\iCRC Scan\Scan Server\GlobalScanServerUrl
      • HKLM\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\iURL Scan\WCS Server\GlobalWCSServerUrl
    • For 64 bit Machines:
      • HKLM\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\iCRC Scan\Scan Server\GlobalScanServerAddress
      • HKLM\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\iCRC Scan\Scan Server\GlobalScanServerUrl
      • HKLM\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\iURL Scan\WCS Server\GlobalWCSServerUrl

The SmartScan connection issue should be resolved. If the issue persists, submit a case to Trend Micro Technical Support.

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1113595
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