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Unable to install Cisco Anyconnect when OfficeScan agent is running

    • Updated:
    • 9 Aug 2018
    • Product/Version:
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 32-Bit
    • Windows 2003 64-Bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Server R2
    • 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 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 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 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

In some environments, you cannot install Cisco Anyconnect while the OfficeScan agent is running. This article discusses the required hot fix information and steps to resolve this issue.

Details
Public

To install Cisco Anyconnect while the OfficeScan agent is running:

  1. Contact Trend Micro Technical Support and obtain the following hot fix based on your OfficeScan version:
    • OfficeScan 11.0 Service Pack 1 Hot Fix Build 6557
    • OfficeScan XG Hot Fix Build 1721
     
    OfficeScan XG SP1 already included this enhancement so no hotfix is required.
  2. Install the hot fix and open the Ofcscan.ini file in the \PCCSRV\ folder on the OfficeScan server installation directory using a text editor.
  3. Under the Global Setting section, manually add the following key and set its value to "1":

    [Global Setting]
    SP_DisableTmLwfRegistryKeyProtection=1

  4. Save the changes and close the file.
  5. Open the OfficeScan web console and go to the Agents > Global Agent Settings screen.
  6. Click Save to deploy the setting to agents.

    The OfficeScan server deploys the command to OfficeScan agents and adds the following registry entry on all OfficeScan agent computers:

    Path: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\AEGIS
    Key: SP_DisableTmLwfRegistryKeyProtection
    Type: DWORD
    Value: 1

  7. Try to install Cisco Anyconnect again and see if the issue persists.

If this solution does not work for your case, please contact Trend Micro Technical Support for further assistance.

Premium
Internal
Rating:
Category:
Troubleshoot; Deploy
Solution Id:
1120689
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