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Agents are corrupted/uninstalled when upgraded using SCCM or other deployment tools for OfficeScan

    • Updated:
    • 13 Dec 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 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

OfficeScan agents are corrupted or uninstalled when upgrading using SCCM or other deployment tools, such as Bigfix, BMC, etc. Additionally, an MSI package is deployed on multiple OfficeScan agents to upgrade the agent to a newer version, and in the OfficeScan client folder, there are missing files, such as tmlisten.exe, ntrtscan.exe, pccntmon.exe, etc.

Details
Public

An MSI or an EXE (64/32-bit) setup package created using the OfficeScan Client Packager Tool can be used to upgrade OfficeScan agents from one version to another (e.g. version 11.0 to XG). If an OfficeScan agent was previously installed via MSI package and the admin deployed another MSI with a newer build (e.g. the server applied a service pack, patch, hot fix and generated a new MSI package) for an agent upgrade, it will uninstall-and-install the agent.

InstallShield Wizard

In certain circumstances, this might corrupt the OfficeScan agent.

It is recommended to do an agent upgrade for service pack, patch, or hot fix via one of the following approaches:

  • Allow OfficeScan Agent to obtain upgrade content normally from the OfficeScan server, similar to doing a component update. The admin can configure the agent upgrade permission in Agent Settings > Privileges and Other Settings > Other Settings. By default, agents are allowed to upgrade from the OfficeScan server or Update Agent.
  • For System Center Configuration Manager (SCCM) or other 3rd party deployment tool, add “/fvo” switch when deploying the MSI package. For example:

    msiexec /fvo OfficeScan_Agent_Buildxxxx.msi

If you face issues when upgrading the OfficeScan agents, please contact Trend Micro Technical Support for further assistance.

Premium
Internal
Rating:
Category:
Troubleshoot; Deploy
Solution Id:
1121457
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