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Cannot install/upgrade Zscaler Application on a machine with OfficeScan Agent/Apex One Security Agent installed

    • Updated:
    • 11 Jun 2019
    • Product/Version:
    • Apex One All.All
    • Apex One as a Service All.All
    • OfficeScan XG.All
    • Platform:
    • N/A N/A
Summary

When installing or upgrading the Zscaler Application on an endpoint with an OfficeScan agent or Apex One Security Agent installed, the process keeps failing and results in an error regarding the TAP device driver, as shown below:

TAP service driver error

Details
Public

To resolve the issue:

  1. Open the Ofcscan.ini file in the \PCCSRV\ folder on the OfficeScan server installation directory using a text editor.
  2. Under the Global Setting section, manually add the following key and set its value to "1":

    SP_DisableTmLwfRegistryKeyProtection=1

    It will look like this:

    [Global Setting]
    SP_DisableTmLwfRegistryKeyProtection=1

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

To check if the settings have been applied, perform a manual update on the target endpoint.

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

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

If the registry above is in place, then issue should be resolved.

Premium
Internal
Rating:
Category:
Troubleshoot; Install; Upgrade
Solution Id:
1122947
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