[dba-Tech] Trend Micro Office Scan

Hi Jon,
Its , of course, just a guess but I'm thinking something extraordinary has
happened to cause a bunch of PCs to not update. One here and there is par
for the course with any product but a whole slew of them would indicate to
me that if the problem is found on one that would probably be the resolution
for all of them.

I'd check in there have been changes in the routing configurations on the
network, the firewall settings, windows security updates that correlate with
the time this began. I'm sure you've done all that already so the other
issue I'd check first is to see if those particular machine's firewalls are
blocking the agent update ports (whatever that may be for Trend).

Also - a couple of questions:
Have you tried to force a push from the server or from the PC tried to pull
in the update?
Are all the machines on the network the same (imaged)?
Did this just start happening recently or have they not checked in for
"quite a while"?
Are they all on the same subnet?
Do they have a "machine name" of 15 characters or less?
Is Trend's support so bad that it can't help you through this? I've had
problems with Symantec and McAfee support but have only had one fairly lame
problem with Trend in the past (they did eventually come through with a
solution - just took longer than expected.)

Normally, when it is just one PC's agent acting this way the quick fix is to
remove the agent and reinstall so I'd suggest starting with one of your
problem machines to see if that helps. Once you have the agent removed
completely then the server should detect this and distribute a new agent to
it (if the server is set to automatically distribute agents to new machines)
otherwise you could try to push it out manually or go to the PC and pull it
in.

HTH
John B.
-----Original Message-----
From: dba-tech-bounces at databaseadvisors.com
[mailto:dba-tech-bounces at databaseadvisors.com] On Behalf Of Tydda Jon -
Slough
Sent: Monday, March 02, 2009 4:54 AM
To: Discussion of Hardware and Software issues
Subject: [dba-Tech] Trend Micro Office Scan

Hi all

Does anyone know anything about Trend Micro OfficeScan? I've got a bunch of
clients that haven't updated for "a while", and I can't figure out why.
Trend's online support is somewhat less than helpful, and if I see one more
page with Google written on it today I'll go blind.

As far as I can tell, they're not updating because Tmlisten.exe is either
not starting, or starting and then stopping. Also helpfully, these events
aren't captured in the event log, and while they are logged in various other
log files, it just tells me that it's not working, but not why.