Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Windows error code 2 appears when the client/agent real-time scan processes crash or fail to start 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

After installing OfficeScan (OSCE) 11.0 and deploying the agent to the machines on the network, client machines' OfficeScanNT RealTime Scan (ntrtscan.exe) or OfficeScanNT Monitor (PccNTMon.exe) processes crash.

Debugging the product gives logs with error messages similar to either of the following:

2014 05/28 12:19:18 [17d4 : 1c00] (00) (D) [-IO-][PccNTMon.exe]OsceIntegration::CConfigureManager::IsRunAsOfficeScanClient - ::RegOpenKeyExW failed with Windows error code: [2]. - [oicm_ConfigureManager.cpp(421)]
2015 01/27 14:53:58 [13f0 : 100c] (00) (D) [-REAL-][ntrtscan.exe]OsceIntegration::CConfigureManager::IsRunAsOfficeScanClient - ::RegOpenKeyExW failed with Windows error code: [2]. - [oicm_ConfigureManager.cpp(421)]
Details
Public

This issue has been known to occur due to the following reasons:

  • The customer had previously installed Worry-Free Business Security (WFBS) and then removed it to install OfficeScan Corporate Edition (OSCE). Some changes to the Windows registry by WFBS may cause the OSCE real-time scan to crash.
  • The Visual C++ runtime library may trigger a "bad locale name" runtime exception error while the OfficeScan ICRCHdler sets the locale for writing debug logs.
  • Ntrtscan.exe may stop after starting the OfficeScan NT RealTime Scan service due to an extra format specified when writing to the debug log.

Fix the error by making sure that the OSCE servers and client machines have been patched to at least OSCE 11.0 Service Pack 1 (SP1) Build 2995-r1 or later. The latest Service Packs and Product Patches for OSCE are available at the OSCE Download Center.

If the issue is not resolved by updating the OSCE servers and clients to the latest build, then check whether the customer had previously installed WFBS. If they did, edit the OSCE client’s registry.

 
Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
  1. Unload the OfficeScan client from the system tray.
  2. Open the Services console (services.msc) and temporarily change the Startup Type of the following services to "Disabled".
    • OfficeScan NT Listener
    • Trend Micro Unauthorized Change Prevention Service
  3. Open the Windows Registry Editor (regedit.exe).
  4. Search for the following registry value:

    [HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\Misc.]
    "RCS"=dword:000000CA (decimal 202)

  5. Change the value of "RCS" to dword:00000065 (decimal 101).
  6. Exit the Registry Editor.
  7. Open the Services console (services.msc) and change the Startup Type of the following services to the following:
    • OfficeScan NT Listener to Automatic
    • Trend Micro Unauthorized Change Prevention Service to Manual
  8. Reload the OSCE client to check if the ntrtscan.exe and PccNTMon.exe process both stay started.

If they did not install WFBS previously, or if the issue still persists after performing the steps above, then contact Trend Micro Technical Support to request for assistance in debugging the product.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1114267
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support


To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.


Need More Help?

Create a technical support case if you need further support.