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“Protection at risk. The agent is not registered to any server” error appears after installing the Security for Mac (TMSM) agent in the DMZ

    • Updated:
    • 6 Mar 2019
    • Product/Version:
    • Trend Micro Security for Mac 3.0
    • Trend Micro Security for Mac 3.5
    • Platform:
    • macOS Sierra
Summary

After installing the TMSM agent on the DMZ, the following error message can be seen:

“Protection at risk. The agent is not registered to any server.”

Details
Public

To resolve this issue, do the following:

  1. Test the connection between the agent and server using the commands:
    • Ping <server IP>
    • telnet <server IP> <port>
    • Ping <server FQDN>
    • telnet <server fqdn> <port>
     
    • The default port is 61617.
    • There should be 2 or 4 connection test that results to PASS to ensure the connection.
  2. Ensure that the <port> used is open for agent-to-server communication.
  3. Manually add the agent to the server. Do the following:
    1. Login to the OfficeScan Server Web console, then go to Administration > Agent - Server Communication.
    2. For the "Server name (or IP address):" field, enter the agent’s visible ip address.
    3. Click Add, and then click Save.
    4. Click OK once the message "New setting will take effect after Trend Micro Security (for Mac) services are restarted..." appears.
    5. Open Command Prompt with admin rights, navigate to ..\TMSM\ and launch the restart_TMSM.bat file. This will restart the service to make the TMSM agent package reflect the new entered information.
  4. Get the install package from ..\TMSM\TMSM_HTML\ActiveUpdate\ClientInstall and redo the agent installation on the Mac computer.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1122172
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