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"PSAPI.DLL does not exist in client folder" in logs due to failed client update or upgrade in OfficeScan (OSCE)

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

You encounter the following issues:

  • OSCE agents are unable to upgrade to the latest version
  • OSCE agents are not obtaining the latest build
  • OSCE agents are not updating from the OSCE server

And after running the CDT on the client and reproducing the issue, entries similar to the following are seen in the upgrade logs:

2015/04/21 12:03:22 - [Process_PSAPI] PSAPI.DLL folder(C:\Program Files (x86)\Trend Micro\OfficeScan Client\temp\..\PSAPI.Dll)
2015/04/21 12:03:22 - [Process_PSAPI] PSAPI.DLL does not exist in client folder
2015/04/21 12:03:22 - [UpdateOfficeScanNTModule] Find pccntupd ..

Upon further investigation, the issue is either related to digital signature checking or to an incorrect or corrupted client installation.

When the OSCE administrator has already tried disabling digital signature checking and the issue still persists, it may be during these instances:

  • OSCE clients are being accessed using Virtual Private Networking (VPN) and report to the server using duplicate Media Access Control (MAC) addresses.
  • A 32-bit OSCE client was installed on a machine with a 64-bit version of Microsoft Windows or one or more client components may be corrupted and may require either a forced update or a re-installation.
Details
Public

If the OSCE server is configured to check for duplicate MAC addresses, it will prevent OSCE 11.0 agents from reporting to the server using the same MAC address. If this is the case, then configure OSCE to bypass checking for duplicate MAC addresses by following the steps in Part A. If this is not the case, then proceed to Part B.

Part A

When accessing the OSCE client via Virtual Private Networking (VPN), clients sometimes end up reporting to the OSCE server using the same Media Access Control address (MAC address).

 
Make sure that OSCE 11.0 Service Pack 1 (Build 2995) or later has already been applied to the OSCE Server and deployed to all workstations before doing the following steps.
  1. Stop the OfficeScan Master Service in the Services console:
    1. Click Start > Run.
    2. Type "services.msc" then click OK. The Services window will open.
    3. Right-click OfficeScan Master Service and select Stop.
  2. Open the Ofcserver.ini file in the ...\PCCSRV\private\ folder in the OfficeScan installation directory.
  3. Add the following key under the "INI_SERVER_SECTION" section and set its value to "0":

    [INI_SERVER_SECTION]
    EnableCheckClientMacAddress=X

    Where X:

    0 = allows OSCE 11.0 agents to report to the server using the same MAC address
    1 = prevents OSCE 11.0 agents from reporting to server using the same MAC address (default)

  4. Start the OfficeScan Master Service in services.msc:
    1. Click Start > Run.
    2. Type "services.msc" then click OK. The Services window will open.
    3. Right-click OfficeScan Master Service and select Start.
    4. Proceed to force-update the clients as shown in the section below.

    Part B

    If a 32-bit OSCE client was installed on a machine with a 64-bit version of Microsoft Windows or some client components are missing or corrupted, update the OfficeScan client/agent via the forced update method of the AUTOPCC.exe command:

    1. Go to the OfficeScan client/agent and click Start.
    2. Select Run, and then type the following command:

      \\<Server name or IP Address>\ofcscan\autopcc.exe -f -u

    3. Execute the command by pressing the Enter key or clicking OK.

    If the issue still persists after performing the steps above, contact Trend Micro Technical Support to request for assistance in debugging the product.

Premium
Internal
Rating:
Category:
Troubleshoot; Upgrade
Solution Id:
1114192
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