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Installation fails when attempting to update the DYMO LabelWriter printer driver

    • Updated:
    • 12 Sep 2018
    • Product/Version:
    • OfficeScan XG.All
    • Platform:
    • Windows 10
    • Windows 2003 32-Bit
    • Windows 2003 64-Bit
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2012
    • Windows 2012 Server R2
    • Windows 2016
    • 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
Summary

After upgrading to OfficeScan XG SP1, the administrator is unable to install or update the printer driver when Real-time Scan is enabled. However, when we narrow down which module is causing the issue, we’ve identified that Predictive Machine Learning is blocking the installation DYMOLabelWriter based on the ofcdebug and CCSF Debug log snippets below:

In osce_debug.log:

2018 04/17 07:42:43 [0a78 : 13a8] (00) (D) [-REAL-][ntrtscan.exe]CTrendXFileHandler::HandleFilePreCreate - >> PID: 4, File path: C:\PROGRAM FILES (X86)\DYMO\DYMO LABEL SOFTWARE\X64\DYMOLABELFRAMEWORKIEPLUGIN.DLL, DesiredAccess: 0xa1 - [cnttmnts_AegisActivityMonitorHandler.cpp(3711)]  2018 04/17 07:42:43 [0a78 : 13a8] (00) (D) [-REAL-][ntrtscan.exe]CTrendXFileHandler::HandleScriptHostInterestedFileEvent - >>> PID = 4, wstrFilePath = C:\PROGRAM FILES (X86)\DYMO\DYMO LABEL SOFTWARE\X64\DYMOLABELFRAMEWORKIEPLUGIN.DLL, ulDesiredAcces = 0xa1 - [cnttmnts_AegisActivityMonitorHandler.cpp(3667)]  2018 04/17 07:42:43 [0a78 : 13a8] (00) (D) [-REAL-][ntrtscan.exe]GetProcessPathFromPid - Failed to open process (4), Windows error = 5 - [cnttmnts_TmNTMain.cpp(13546)]  ...  2018 04/17 07:42:43 [0a78 : 13a8] (00) (D) [-REAL-][ntrtscan.exe]CTrendXFileHandler::HandleScriptHostInterestedFileEvent - >>> PID = 4, wstrFilePath = C:\PROGRAM FILES (X86)\DYMO\DYMO LABEL SOFTWARE\X64\DYMOLABELFRAMEWORKIEPLUGIN.DLL, ulDesiredAcces = 0xa1 - [cnttmnts_AegisActivityMonitorHandler.cpp(3667)]  2018 04/17 07:42:43 [0a78 : 13a8] (00) (D) [-REAL-][ntrtscan.exe]GetProcessPathFromPid - Failed to open process (4), Windows error = 5 - [cnttmnts_TmNTMain.cpp(13546)]  2018 04/17 07:42:43 [0a78 : 13a8] (00) (D) [-REAL-][ntrtscan.exe]CLocalFileEvetFilter::IsScriptHost - <<< ret:[0] - [filetimeManager.cpp(1894)]  

In CCSF_DebugLog.log:

2018/04/17 08:58:30.700,[07344:05648],[INFO],[Plugin Census], OnAccessEvent(): CreateProcess received. ImagePath=C:\Program Files (x86)\DYMO\DYMO Label Software\DymoQuickPrint.exe,[Census_Impl.cpp(1634)]  2018/04/17 08:58:30.700,[07344:05648],[INFO],[Plugin Census], ==> CEngineCensus::IsWantedProcess,,[Census_Impl.cpp(4235)]  2018/04/17 08:58:30.700,[07344:05648],[WARNING],[Plugin Census], evtreport->ProcessEvent.CommandLine is nullptr.,[Census_Impl.cpp(4150)]  2018/04/17 08:58:30.700,[07344:05648],[INFO],[Plugin Census],   
Details
Public

Isolation Procedure

  1. Disable Predictive Machine Learning on the target machine and check if it will make a difference.
    1. On the OfficeScan Server, log-in to Management Console.
    2. Go to Agents > Agent Management > Select the problematic machine > Settings > Predictive Machine Learning Settings.
    3. Uncheck Enable Predictive Machine Learning.
    4. Save the changes.
  2. If disabling Predictive Machine Learning remediates the issue, please try the solution below:
    1. On the OfficeScan Server, navigate to C:\Program Files (x86)\Trend Micro\OfficeScan\PCCSRV.
    2. Back up ofcscan.ini.
    3. Edit the original ofcscan.ini.
    4. Add the following line in the [Global Setting] section of ofcscan.ini.

      ChannelLevel=0

      1, enables the TrendX Non-Critical channel0, disables the TrendX Non-Critical channel

       
      Non-critical channel is only for Portable Executable file, example of which are EXE, DLL, SYS (device driver)
    5. Save the changes.
    6. On the OfficeScan Server, log-in to Management Console.
    7. Go to Agents > Agent Global Settings > Click Save at the bottom.

Solution

Request Hot Fix Build 4417 from Trend Micro Technical Support.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1119708
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