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

Create a technical support case if you need further support.

Troubleshooting issues with client installation using AutoPCC.exe in OfficeScan

    • Updated:
    • 17 May 2018
    • Product/Version:
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • N/A N/A
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2000 Advanced Server
    • Windows 2000 Professional
    • Windows 2000 Server
    • Windows 2003 32-Bit
    • Windows 2003 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 32-Bit
    • Windows 2008 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
    • Windows 2012 Datacenter
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Server R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • Windows 2016
    • Windows 2016 Server Core
    • Windows 2016 Server Datacenter
    • Windows 2016 Server Standard
    • 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

Learn how to troubleshoot any issues that occur when you install an OfficeScan client using AutoPcc.exe.


To troubleshoot:

  • Check for any communication-related problems between the OfficeScan server and client to be installed e.g. the OfficeScan server folder can not be opened.
  • Check the network environment to see if communication can be performed from the target computer on which the OfficeScan client is installed to the server OS where the OfficeScan server is installed:
    • NetBIOS ports - This uses TCP/UDP port 137, TCP port 139, and TCP port 445. These ports are used when installing clients/agents via Remote Install and when clients/agents send quarantined files to the server using the UNC path.

      Check the list of ports that require communication permission:

      • Ports that need to allow communication with OfficeScan XG
      • Ports that need to allow communication on OfficeScan 10.x/11.0
      137 (TCP/UDP) is used for name resolution by NetBIOS.
    • Communication control (restriction) function

      Please check whether functions, such as limiting communication between OfficeScan server and client OS, are disabled:

      • Windows Firewall
      • Other firewall software
      • Other communication restrictions, monitoring functions, etc.

If the above do not resolve the issue, please collect the following info and send it for further checking.

  • Server side log - Basic CDT log, ofcdebug .log
  • Agent side log - Msinfo, ofcdebug.log, error screenshot (if any), process monitor log, and time table
For information on how to manually enable the Ofcdebug.log, please refer to the following KB article: Manually enabling debug mode on the server and clients in OfficeScan (OSCE).
Solution Id:
Did this article help you?

Thank you for your feedback!

*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.