“Another update is running or pending” appears during client machine update in OfficeScan (OSCE)

The client machine update failure is caused by communication issues or misconfigured settings. To investigate the issue further, collect the following from the OSCE server and a client machine that displays the issue:

• Case Diagnostic Tool (CDT) logs from the OSCE server
• ofcscan.ini from the OSCE server
• ous.ini from the OSCE server
• ofcserver.ini from the OSCE server
• CDT logs from an OSCE client on which the issue occurs
• ofcdebug.log from the OSCE client on which the issue occurs
• CDT logs from the Update Agent (UA) if an Update Agent is being used to update OSCE clients

To generate the logs:

1. Download the CDT and place a copy on the OSCE server as well as the OSCE client to be tested. If a UA is being used to update the client machine, run the CDT tool there as well.
   For additional instructions on running the tool, refer to the Using The Case Diagnostic Tool (CDT) KB article.
2. Perform ofcdebug logging on the OSCE client machine.
   1. Enable debugging mode by creating the ofcdebug.ini file on the target machine's system drive. The file should contain the following lines:

      [debug]
      DebugLog=c:\ofcdebug.log
      DebugLevel=9

   2. Restart the OSCE client's OfficeScan NT RealTime Scan service.
   3. Reproduce the issue.
   4. Disable ofcdebug logging as follows:
      1. Stop the OfficeScan NT RealTime Scan service.
      2. Delete the ofcdebug.ini file that you created.
      3. Restart the service.
   5. Stop CDT logging on the OSCE server, UA, and client machine.
   6. Collect the following files from the OSCE client machine:
      • c:\ofcdebug.log
      • CDT logs
   7. Collect the CDT logs from the OSCE UA (if a UA was used).
   8. Collect the following files from the OSCE server:
   • <Server Installation Folder>\PCCSRV\ofcscan.ini
   • <Server Installation Folder>\PCCSRV\ous.ini
   • <Server Installation Folder>\PCCSRV\Private\ofcserver.ini
   • CDT logs
   9. Submit the logs for analysis by filing a case at the Trend Micro Business Support web site.