The error message appears when the administrator is unable to install OfficeScan (OSCE) 11.0 Service Pack 1 (SP1) Critical Patch (CP) 4150r2 on the OSCE server.
The tmpatch.log file shows the following error:
[2016-02-03:09:03:35]@ Update Symbol table: 'DS_TmError_WrongVersion'='The target endpoint does not have the OfficeScan server installed or the OfficeScan server version is not compatible. Installation aborts.'
This issue happens when patches, critical patches, or hot fixes are not applied in ascending build order. This can result in conflicting file versions and the critical patch installation to fail.
Fix this by determining what product build the OSCE 11.0 server is running, and then roll back any applied patches or hot fixes to the appropriate level before reapplying them in the proper order.
To get the OSCE 11.0 server's build number:
- Open the OSCE server's management console and log in.
- In the OSCE console, click About.
- In the pop-up window that appears, note the values given for the Version and Build numbers under the OfficeScan Server section. This will indicate whether OSCE 11.0 SP1 build 2995 has already been installed.
Depending on the build version displayed, perform the corresponding procedure below to uninstall the out-of-order hot fixes and install Critical Patch 4150.2.
This means that an OSCE 11.0 SP1 has not yet been applied. Download and apply OSCE 11.0 SP1, and then apply OSCE 11.0 SP1 Critical Patch Build 4150-r2 as follows.
- Go to the OSCE 11 Download Center.
- Click the Service Pack tab of the web page.
- Download and install OSCE-11.0-WIN-SP1-(en)-GM-B2995-r1.exe on the OSCE server.
- After installation, open the OfficeScan Management Console.
- Go to Agents > Agent Management.
- Click Settings > Privileges and Other Settings.
- Choose Other Settings > Update Settings.
- Untick the Clients can update components but not upgrade the client program or deploy hot fixes option.
- Click Apply to All Agents.
- Reboot the machines to complete the driver upgrades. The reboot can be done after business hours.
- Wait until all clients or agents complete the upgrade process.
- Apply OSCE 11.0 SP1 Critical Patch Build 4150-r2.
This means that a hot fix with build version higher than 4150.2 was applied before attempting to apply OSCE 11.0 SP1 Critical Patch Build 4150-r2.
Remove all hot fixes with build numbers higher than 4150.2. Apply OSCE 11.0 SP1 Critical Patch Build 4150-r2, then reapply any subsequent Critical Patches or hot fixes.
- Manually roll back any post-build 4150.2 hot fixes to their previous configuration.
For each hot fix patch with build version greater than 4150.2:- Locate the backup folder that the hot fix created in the "…\PCCSRV\Backup\Backup\[hot fix build version]" directory.
[hot fix build version] refers to the directory name of the hot fix installed.
For example:
If OSCE 11.0 Hot Fix Build 4305 had been applied, then the backup folder would be in the directory "…\PCCSRV\Backup\Hotfix_B4305".
- Stop the OfficeScan Master Service.
- Stop the OfficeScan CMAgent Service.
- Copy the backup modules to the original folders.
- Start the OfficeScan CMAgent Service.
- Start the OfficeScan Master Service.
- Locate the backup folder that the hot fix created in the "…\PCCSRV\Backup\Backup\[hot fix build version]" directory.
- Open the OfficeScan Management Console.
- Go to Agents > Agent Management.
- Click Settings > Privileges and Other Settings.
- Choose Other Settings > Update Settings.
- Untick the Clients can update components but not upgrade the client program or deploy hot fixes option.
- Click Apply to All Agents.
- Reboot the machines to complete the driver upgrades. The reboot can be done after business hours.
- Wait until all clients or agents complete the upgrade process.
- Apply OSCE 11.0 SP1 Critical Patch Build 4150-r2.
- Reapply any hot fixes which have builds higher than 4150.2.
If the error still persists, collect the following items from the OSCE server:
- C:\tmpatch.log
- %ProgramFiles%\Officescan\PCCSRV\TEMP\InstPkgMissingFileList.ini
- CDT logs
Contact Trend Micro Technical Support to file a case.
