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

Create a technical support case if you need further support.

"Another update session is in progress" appears during manual and scheduled updates in OfficeScan (OSCE) 11.0

    • Updated:
    • 23 Aug 2016
    • Product/Version:
    • OfficeScan 11.0
    • Platform:
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 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 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
    • Windows 2012 Web Server Edition
    • 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

The following error message is shown during OSCE manual update failure:

Another update session is in progress

Although it is normal to see the error during manual update attempts when an update is in progress, the error message persists for more than 30 minutes after a manual update was attempted. The pattern files and scan engines are also not updated.

Details
Public

The download process is protected by a mutual exclusion object (mutex). It allows one download action at a time.

The mutex is used during the following timeout intervals:

  • Check Update => timeout = 10 seconds
  • Set proxy setting => timeout = 10 seconds
  • Set AU source => timeout = 10 seconds
  • Manual update => timeout = 10 seconds
  • Scheduled update => timeout = 30 minutes

While the update proceeds and waits for the timeout, it shows the common message "Another update session is in progress". However, if issues happen where the mutex is not released, then the message continues to be displayed long after the actual timeouts have passed.

This problem can occur when the OSCE Master Service cannot get the mutex [OfficeScan Download Process] held by the Plug-in Manager. When this occurs, the following entries appear in the ofcdebug.log:

Line 513124: 2016 06/28 18:31:11 [1240 : 23f0] (00) (D) [OFC_SERVICE][ofcservice.exe]FileChangeActionThread - CreateMutex:[OfficeScan Download Process] - [msosv_OfcService.cpp(1952)]
...
Line 525093: 2016 06/28 18:31:15 [1240 : 1910] (00) (D) [CMDHO][ofcservice.exe]CreateMutex:[OfficeScan Download Process] - [cmdho_Update.cpp(98)] <<< this is the manual update thread
Line 525094: 2016 06/28 18:31:15 [1240 : 1910] (00) (D) [CMDHO][ofcservice.exe]EnterMutex:[OfficeScan Download Process] - [cmdho_Update.cpp(101)]
Line 525095: 2016 06/28 18:31:15 [1240 : 1910] (00) (D) [CMDHO][ofcservice.exe]LeaveMutex:[OfficeScan Download Process] - [cmdho_Update.cpp(115)]

Address the issue as follows:

  1. Re-install or upgrade the OSCE Plug-in Manager to the latest version. For additional information, refer to the OSCE 11.0 Service Pack (SP) 1 Administrator's Guide, which can be downloaded from the OSCE Software Download Center.
  2. Restart the server's OSCE Master Service to release the mutex when the error message persists for more than 30 minutes during manual update attempts. An alternative is to reboot the OSCE server.

This will allow the updates to complete successfully.

If the issue persists, download and run the Case Diagnostic Tool (CDT) on the OSCE server in order to collect debugging logs as follows:

  1. Start the CDT on the OSCE server with the issue and select all options. For additional instructions on running the tool, please refer to Using The Case Diagnostic Tool (CDT).
  2. Reproduce the update issue by triggering a manual update, and wait for at least 30 minutes with the CDT running.
  3. Stop all CDT logging.
  4. Collect the CDT logs from the OSCE server.
  5. Sign in to the My Support website to file a Technical Support case. Provide the logs to Trend Micro for analysis.
Premium
Internal
Rating:
Category:
Update
Solution Id:
1115103
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.