Re: Have you had good results with Trend Micro support?

On Jul 12, 2:15 pm, erde...@xxxxxxxxx wrote:
On Jul 11, 12:55 pm, "Gregg Hill" <b...@xxxxxxxxxxx> wrote:



While you're at it, mention that tons of PDF spams are getting through!

Gregg Hill

"Paul Shapiro" <p...@xxxxxxxxxxxxxxxxxxxxxxx> wrote in message

news:eYtci38wHHA.4736@xxxxxxxxxxxxxxxxxxxxxxx

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" <mmcelr...@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" <p...@xxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:%23QKa6s0vHHA.4640@xxxxxxxxxxxxxxxxxxxxxxx
I've been emailing and callingTrendMicro 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?

Hello,

I'm having the same problem at many clients that I'm supporting. I
have about 13TrendCSM3.6 servers and about 30-50% of the clients go
"red" andservicesstop upon a boot. I have tried removing
autopcc.exe from the login script, but the problem continues. I have
added a script to the startup process which changes theservicesto
automatically start if they are stopped, then the script starts theservices. We STILL have 10-15% of the clients that won't stay
started. I have calledTrendsupport and they indicated that they
haven't heard about this and suggested that we uninstall/reinstall the
clients (which we've done) and/or unintsall/reinstall the server
(which we've done). I think they just wanted to get me off of the
phone.

If any one has any suggestions for fixing this without "jimmying" the
login script/registry/services, I'd really appreciate it. In the
meantime, I am going to callTrendagain. I will post again if they
offer anything worthwhile.

Thanks,

Tom

Okay, I may have run across the solution when looking at the Known
Issues section of the read me for 3.6. Apparently there's a known
issue for this and MS has a hotfix (it's one of those that requires a
call in to MS support to get). Since I do not have any current test
cases, I cannot verify that this works, but any feedback would be
appreciated.

Here is the link to the read me: http://www.trendmicro.com/ftp/documentation/readme/readme_csm_36.txt

Here is the link to the KB article: http://support.microsoft.com/default.aspx?scid=kb;en-us;892489

Here is a link to the file (link may wrap):

http://thehotfixshare.net/download/index.php?dir=English/Windows%20XP/&file=WindowsXP-KB892489-x86-ENU.exe

Please post if this fix helps.

Thanks,

Tom Erdely

.

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