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

Create a technical support case if you need further support.

Unable to create client packager due to missing libprotobuf.dll in OfficeScan

    • Updated:
    • 20 Jun 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

When trying to create client package, you encounter the "The agent package cannot be created. Please make sure to specify the correct output file or source file." error even when the server has no _invalid files and the output file is correct.

Details
Public

To troubleshoot the issue:

  1. Enable the debug log for ClientPackager by following the steps in this KB article: Troubleshooting guide for client/agent installation issues in OfficeScan (OSCE).

    From the collected logs, it shows that copying x64_libprotobuf.dll fails because libprotobuf.dll is not present in the server’s path PCCSRV\pccnt\Win64\X64\. The error from logs shows:

    04/25 18:24:18 [20b0-0410] [CollectSourceFiles] Copy file [E:\Program Files (x86)\Trend
    Micro\OfficeScan\PCCSRV\pccnt\Win64\X64\libprotobuf.dll] to [E:\Program Files
    (x86)\Trend Micro\OfficeScan\PCCSRV\TEMP\ClnPack\x64_libprotobuf.dll] failed [183] -
    [cp_MSISourceAdder.cpp(1094)]
    04/25 18:24:18 [20b0-0410] [Run] CollectSourceFiles failed [-20406]. -
    [cp_MSISourceAdder.cpp(360)]
    04/25 18:24:18 [20b0-0410] [PackMSI] Run: [-20406]. -
    [cp_ClientPackagerDlg.cpp(2965)]
  2. Go to \PCCSRV\TEMP\ClnPack and delete the contents.
  3. Go to \PCCSRV\pccnt\Win64\X64\ and verify if the libprotobuf.dll does exist.

    If the file does not exist, copy the libprotobuf.dll from a working OSCE server with the same build version.

  4. Restart the Officescan Master Service.

You should now be able to create a client package without issue.

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1120093
Feedback
Did this article help you?

Thank you for your feedback!

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.

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.