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"Unable to download..." error appears when downloading forensic file for e-mail client channel

    • Updated:
    • 26 Mar 2019
    • Product/Version:
    • Apex Central 2019.All
    • Apex One 2019.All
    • Apex One as a Service All.All
    • Control Manager 7.0
    • OfficeScan XG.All
    • Platform:
    • N/A N/A
Summary

When trying to download the forensic file for the e-mail client under the incident investigation of Control Manager, there are no issues with other channels, but the following error appears:

Unable to download. The file has been removed by the managed product.

Unable to download

Details
Public

Forensic files for the e-mail client channel not being sent to the Officescan server is a known issue in OfficeScan XG. Hence, Control Manager is unable to get the file when downloading it from the incident details.

As a workaround, disable the multi-part scan feature on the Officescan server:

  1. Open the ofcscan.ini file in the \PCCSRV\ folder of the OfficeScan server.
  2. Under the Global Setting section, manually add the following key and set its value to "0":

    [Global Setting]
    EnableDlpMPScan=0

     
    To enable the setting again, set it as "EnableDlpMPScan=1".
  3. Save the changes and close the file.
  4. Open the OfficeScan server management console and click Agents > Global Agent Settings on the main menu to access the Global Agent Settings page.
  5. Click Save to deploy the setting to agents.

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

Path: HKLM\SYSTEM\SOFTWARE\Wow6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\DlpLite
Key: EnableMPScan
Type: dword
Value: 0

 
  • The agent should be at least Officescan XG Build 1717.
  • For Apex One as a Service, kindly contact Trend Micro Technical Support to disable the multi-part scan feature.
Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1122338
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