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

Thanks for the update.


"RobK" <RobK@xxxxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:FF78716F-03B0-4B4E-AFF2-65FD95110D24@xxxxxxxxxxxxxxxx
TO EVERYONE:
I had the same problem with server pattern would not update but all else
would (the new 8.5 engine was installed on all servers and clients). I
spoke
with TM tech on 16 Jul 07 for a long time with no good result or fix
offered
that worked for 3+ hours. Because I could not get the engine to roll back
using TM procedures, I ended up doing the delete/install of all of the
XP/Vista clients and the SBS2k3R2 standard server software to include the
server client, MSA and security server. And cleaned out all of the
registries. A complete start from scratch. What a huge hassle! (Oh yeah,
make
sure that you run v3.6 if you have any Vista clients running!)

Additionally, the TM tech I spoke with did tell me that their staff is
aware
of issues with the new engine 8.5. It does cause some strange things to
happen. This is why the auto update will not pull the 8.5 engine down even
though it says it was successful.

I recall several months ago, they tried to release the 8.5 engine then and
had problems with it then. None like now, but it was a problem and was
removed.

As a precaution, I have also un-checked the auto update box for engine
updates for the time being just untill I am satisified that all is fixed.

My advise is to wait it out untill they get it fixed and refrain from
doing
a manual 8.5 engine update. The hassle is not worth it!

RobK

"SMC" wrote:

From Trend Micro:

"This issue has already been escalated to our core department since a lot
of
customers are having issues with the new VSAPI 8.500.0.1002 engine on
their
Windows 2003 servers. I'll keep you posted for any updates or hotfix for
this one."

MikeMc

<wedor> wrote in message news:%23ky3RIhxHHA.3364@xxxxxxxxxxxxxxxxxxxxxxx
I don't see the scan engine as being relevant, I have an older version
running using the latest scan engine and it updates the server fine but
all
of the later version servers do not update.


"Paul Shapiro" <paul@xxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:%23IiQc7MxHHA.4300@xxxxxxxxxxxxxxxxxxxxxxx
The hotfix you linked only seems to apply to WinXP SP2. My WinXP
workstations are updating successfully. It's the SBS server's TM
Client
that won't update the pattern. So the hotfix might fix some issues,
but I
don't think it's going to fix the TM client problems. Certainly not
mine.
See below where Mike Mc reported success by rolling back to an older
version of the TM Virus Engine.

<erdelyt@xxxxxxxxx> wrote in message
news:1184264710.196944.139960@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
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









.

Relevant Pages

  • Re: Have you had good results with Trend Micro support?
    ... "Our developers have checked the issue and has a hotfix for the said ... It worked on my server. ... would (the new 8.5 engine was installed on all servers and clients). ... server client, MSA and security server. ...
    (microsoft.public.windows.server.sbs)
  • Re: Have you had good results with Trend Micro support?
    ... customers are having issues with the new VSAPI 8.500.0.1002 engine on their ... running using the latest scan engine and it updates the server fine but all ... It's the SBS server's TM Client ... that it occurred around the time the virus engine was updated. ...
    (microsoft.public.windows.server.sbs)
  • Re: Have you had good results with Trend Micro support?
    ... I had the same problem with server pattern would not update but all else ... would (the new 8.5 engine was installed on all servers and clients). ... XP/Vista clients and the SBS2k3R2 standard server software to include the ... It's the SBS server's TM Client ...
    (microsoft.public.windows.server.sbs)
  • Re: Have you had good results with Trend Micro support?
    ... I don't see the scan engine as being relevant, ... running using the latest scan engine and it updates the server fine but all ... It's the SBS server's TM Client ... that it occurred around the time the virus engine was updated. ...
    (microsoft.public.windows.server.sbs)
  • Re: Have you had good results with Trend Micro support?
    ... I did discover that the HTTP/HTTPS Compression Filter on the ISA 2004 server ... It's the SBS server's TM Client ... that won't update the pattern. ... that it occurred around the time the virus engine was updated. ...
    (microsoft.public.windows.server.sbs)