Re: Have you had good results with Trend Micro support?
- From: "Paul Shapiro" <paul@xxxxxxxxxxxxxxxxxxxxxxx>
- Date: Wed, 11 Jul 2007 11:12:18 -0400
Thanks for the update. I spoke with yet another TM support tech last night
and told him that the common thread among the people experiencing this was
that it occurred around the time the virus engine was updated. He told me
they don't have problems with the virus engine. He asked for a debug log
when the problem was occuring, which I sent last night. I'll let you know if
I get anywhere with support.
Paul Shapiro
"SMC" <mmcelrath@xxxxxxxxxxxxx> wrote in message
news:%23CKod47wHHA.5108@xxxxxxxxxxxxxxxxxxxxxxx
Successfully Pattern Update!
1. Rolled back to Virus Engine 8.320.1004 via the Dashboard.
2. Only 2 of 7 computers automatically rolled back. The others I had to
manually uninstall and then reinstall the client. The Exchange server is
still on Virus Engine 8.500.1002 (it never would roll back but it did
update to the new Virus Pattern).
3. This only affects Win2003 servers inside the domain. My web server, on
a DMZ outside the domain, is running on Virus Engine 8.500.1002 and
updates without any problem.
MikeMc
"Paul Shapiro" <paul@xxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:%23QKa6s0vHHA.4640@xxxxxxxxxxxxxxxxxxxxxxx
I've been emailing and calling Trend Micro support for several days now
about an issue where the server's TM Client is failing to update it's
pattern definitions. All the client workstations update automatically,
the Exchange messaging agent updates automatically, but the TM Client on
the server fails to update either automatically or manually. A manual
update concludes with "Update Succeeded", but the pattern stays at the
old version.
I'm on the phone again now, with someone who's English is pretty poor. He
asked me to wait while he read the correspondence and phone logs, then
proceeded to ask me questions clearly answered in the original service
request and again in each email and phone call.
I've received several solutions by phone and email, but they're always
for the wrong problem, not for the issue I'm having. I got a solution for
when the Exchange messaging agent fails to update, but I wrote that the
messaging agent IS updating. Then I got a solution for the server failing
to retrieve the updated pattern from TM, but I wrote that auto updates
are working for everything except the TM Client on the server. Email only
gets answered after 2 days, if at all.
Does anyone have any suggestions either for my current problem or how to
get through to knowledgeable TM support?
.
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