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Data Protection Status shows "Not Installed" even though iDLP has been installed in OfficeScan (OSCE)

    • Updated:
    • 8 May 2017
    • Product/Version:
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-Bit
    • Windows 8.1 32-Bit
    • Windows 8.1 64-Bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

Data Protection Status shows "Not Installed" on the web console even though iDLP has already been installed.

Details
Public

To resolve the issue, check if iDLP was installed properly:

  • Verify whether Trend Micro OfficeScan Data Protection Service is installed.
  • Verify whether the dsagent.exe process is running.
  • Check whether the following registry keys were created properly:
    • For 32 bit client:
      HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\DlpLite
    • For 64 bit client:
      HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\DlpLite

If iDLP was not installed properly, reinstall it via any of the options below:

Option 1:

  1. On the management console, go to Agent > Agent Management.
  2. Choose the problematic client ‘MIBACKUPHD’.
  3. Click Setting > Additional Service Settings.
  4. Make sure that "Enable service on the following operating systems" under Data Protection Service is checked.
  5. On the client side, manually update by clicking Update.
  6. After updating the client, check if Trend Micro OfficeScan Data Protection Service and dsagent.exe exist.

Option 2:

  1. Unload the OSCE agent.
  2. Modify the following registry keys on the agent:
    • For 32 bit client:
      HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\DlpLite
    • For 64 bit client:
      HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\DlpLite
      • Change "version_main"="6.0.1334" to "1.0.0".
      • Change "version_3rd"="6.0.1193" to "1.0.0".
  3. Click Update now on the agent UI.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1116383
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