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Unable to upgrade Trend Micro Security for Mac agents due to missing serverinfo.zip

    • Updated:
    • 18 Jul 2018
    • Product/Version:
    • Trend Micro Security for Mac 2.0
    • Trend Micro Security for Mac 3.0
    • Platform:
    • Macintosh El Capitan
    • Macintosh Leopard
    • Macintosh Lion
    • Macintosh Mavericks
    • Macintosh Mountain Lion
    • Macintosh Snow Leopard
    • MacOS Sierra
Summary

When trying to upgrade to Trend Micro Security for Mac 3.0, you may notice that the agents are not upgraded. You may also encounter "Protection at risk" error.

There is no server to point when checking the config of the agent. In addition, conf folder cannot be found in the installer.

Details
Public

This issue may happen due to the missing serverinfo.zip file under ...\OfficeScan\Addon\TMSM\TMSM_HTML\ActiveUpdate\ClientInstall\.

To resolve the issue:

  1. Generate the serverinfo.zip using the serverinfotool.exe by running the following command:

    ServerInfoTool.exe ssl "C:\Program Files (x86)\Trend Micro\OfficeScan\PCCSRV\ofcscan.ini" "C:\Program Files (x86)\Trend Micro\OfficeScan\Addon\TMSM\apache-activemq\conf\activemq.xml" "C:\Program Files (x86)\Trend Micro\OfficeScan\Addon\TMSM\TMSM_HTML\ActiveUpdate\ClientInstall" "C:\Program Files (x86)\Trend Micro\OfficeScan\Addon\TMSM\TMSM_HTML\ActiveUpdate\product" "C:\Program Files (x86)\Trend Micro\OfficeScan\Addon\TMSM\TMSM_HTML\ActiveUpdate\server.ini" "C:\Program Files (x86)\Trend Micro\OfficeScan\Addon\TMSM" true false

  2. Navigate to ...Addon/TMSM/TMSM_HTML/ActiveUpdate/Clientinstall and verify that the serverinfo.zip file has been created.
  3. Copy the created serverinfo.zip and paste it on the installer.
  4. Deploy the installer to the agent. It should now be able to connect to the server.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1120358
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