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Unsuccessful NS update in ServerProtect for Microsoft Windows 5.8

    • Updated:
    • 19 Aug 2019
    • Product/Version:
    • ServerProtect 5.8
    • ServerProtect for Network Appliance Filer 5.8
    • Platform:
    • Windows 2003 Enterprise
Summary

NS update fails and shows the following error:

  -Err 20190621 13:00:39 3244 2996 Merge: Copy local file [C:\Program Files\Trend\SProtect\x64\lpt$vpn.165] to [C:\Program Files\Trend\SProtect\x64\AC_Up-Rb.tmp\AU_Data\AU_Temp\3244_2996\3\4\lpt$vpn.165] failed, try to find case insensitive file.    Err 20190621 13:00:39 3244 2996 Fail to find case insensitive file.     Inf 20190621 13:00:39 3244 2996 Update/Duplicate failed. Don't clear cached files.     Inf 20190621 13:00:39 3244 2996 Cleanning Temp dir [C:\Program Files\Trend\SProtect\x64\AC_Up-Rb.tmp\AU_Data\AU_Temp\3244_2996]     Inf 20190621 13:00:40 3244 2996 before UpdateManager end, version info in items:      items[0] ([1][710][L5121][P1]): 6.0 -> 6.0     items[1] ([2][0x1000][L5121][P0]): 11.0.1006 -> 11.0.1006     items[2] ([2][0x21080000][L5121][P0]): 7.5.1035 -> 7.5.1035     items[3] ([2][0x4][L5121][P0]): 10.0.1040 -> 11.0.1006     items[4] ([2][0x21100000][L5121][P0]): 7.5.1035 -> 7.5.1035     items[5] ([2][0x20000100][L5121][P0]): 11.0.1006 -> 11.0.1006     items[6] ([3][0x4][L5121][P0]): 1516500 -> 1516500     items[7] ([3][0x800][L5121][P0]): 1602 -> 1602     items[8] ([3][0x20000400][L5121][P0]): 218100 -> 218100      Inf 20190621 13:00:40 3244 2996 UpdateManager endwith 46 (2e0004): ActiveUpdate was unable to merge the incremental patch file. Please try again. If the problem persists, contact your Trend Micro technical support provider.     Inf 20190621 13:00:40 3244 2996 Release dynamic link library[C:\Program Files\Trend\SProtect\x64\AC_Up-Rb.tmp\patchw32.dll]     Inf 20190621 13:00:40 3244 2996 End TmuUpdateEx()    
Details
Public

To resolve this issue, delete all updates from the NS folder and retry the update procedure.

  1. Stop both IS and NS service:

    "Trend ServerProtect" is the NS service, and the "Trend ServerProtect Agent" is the IS service

  2. Backup, then delete ALL directory/files found under:

    C:\Program Files\Trend\SProtect\x64\AC_Up-Rb.tmp\AU_Data\

  3. Start the NS service, then start the IS service.
Premium
Internal
Rating:
Category:
Update
Solution Id:
1123444
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