8/5/2017 Agents and domains do not appear in Agent Management due to corrupted file - OfficeScan

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Corrupted file causes Agent Management Page not to show any domains or agents in
OfficeScan console
 Updated: 27 Dec 2016 Product/Version: OfficeScan 11.0  Platform: Windows 2008 Standard, 

SUMMARY

The OfficeScan console's Agent Management Page fails to display domains or agents because of a file corruption issue.

DETAILS

This could be a file corruption issue due to low available disk space in ofcserver.ini and/or TrendClnPermisionDef.payload.

To resolve the issue:

1. On the OfficeScan server, search for C:\program files (x86)\Trend Micro\Officescan\PCCSRV\Private\ofcserver.ini and check its size. If the file size is 1 KB, it might
indicate an issue of low or out of disk space.

2. Once the disk space is released, find a backup copy from ...\Trend Micro\Officescan\PCCSRV\Backup.

3. Stop the OfficeScan Master Service.

4. Replace the 1 KB file using the backup file.

5. Log in to the OfficeScan console as a root account.

6. Verify the agents in the Agent Management Page. If the agents failed to show up, stop OfficeScan Master Service and replace
PCCSRV\Private\AuthorStore\TrendClnPermisionDef.payload from the previous backup file.

  If there is no backup file, copy the TrendClnPermisionDef.payload file from another OfficeScan server.

7. Restart the OfficeScan Master Service.

8. Log in again to the OfficeScan web console as a root account.

9. Remove and re-add the AD accounts under Administration > Account Management > User Accounts.

10. Log in using an AD account and verify its permission.

Rating:
2 found this helpful

Category:
Troubleshoot

Solution Id:
1116223
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