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Unable to update Normal Server and Return code: 87 appears in ServerProtect

    • Updated:
    • 20 Oct 2016
    • Product/Version:
    • ServerProtect for EMC Celerra 5.8
    • ServerProtect for Microsoft Windows/Novell Netware 5.8
    • ServerProtect for Network Appliance Filer 5.8
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Server R2
    • Windows 2008 Standard
    • Windows 2012 Enterprise
Summary

You are unable to update the Normal Server. The Globally Unique Identifier (GUID) of the Information Server changes every time its service is restarted and the Normal Server renews the Information Server's GUID when the Normal Server's service is restarted.

If the Normal Server cannot connect to the Information Server, then the Normal Server may fail to update the Information Server's GUID. This results in a GUID inconsistency between the Information Server and the Normal Server. Thus, the Normal Server cannot be updated.

Additionally, when you check the tmudump logs in the Normal Server, it shows the following error:

Update program cannot get the source file from information server. Return code: 87

Details
Public

To resolve the issue, copy the GUID of the Information Server to the Normal Server:

  1. Open the Information Server (IS):

    Get the IS GUID from the following location:

    • For 32-bit OS, find the <IS GUID> from:

      [HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ServerProtect\CurrentVersion\InformationServer] "GUID"="<IS GUID>"

    • For 64-bit OS, find the <IS GUID> from:

      [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\ServerProtect\CurrentVersion\InformationServer] "GUID"="<IS GUID>"

  2. Go to the problematic Normal Server (NS) and stop the Trend Micro ServerProtect Service.
  3. On the NS, copy the IS GUID to AgentGUID:

    HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ServerProtect\CurrentVersion\RPC "AgentGUID"="<IS GUID>"

  4. Start the Trend Micro ServerProtect Service in NS.
  5. Manually deploy the update to NS using IS.

After doing the steps, a new update should reflect in the ServerProtect Management Console.

If the GUID inconsistency issue occurs again, then stop the Information Server from changing its GUID by adding the "GuidSwith" key to the Information Server:

 
Before applying this key, apply the latest patch to make the key take effect.
  • For 32-bit OS:

    [HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\ServerProtect\CurrentVersion\InformationServer] "GUIDSwith"=dword:00000001

  • For 64-bit OS:

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\ServerProtect\CurrentVersion\InformationServer] "GUIDSwith"=dword:00000001

Premium
Internal
Rating:
Category:
Troubleshoot; Update
Solution Id:
1115619
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