OfficeScan 10.6 Administrator's Guide - Trend Micro™ Online Help

Managing OfficeScan Clients
A Client is Connected to the Network but Appears Offline
Verify the connection from the web console (Networked Computers > Connection
Verification) and then check connection verification logs (Logs > Networked
Computer Logs > Connection Verification).
If the client is still offline after verification:
1. If the connection status on both the server and client is offline, check the network
connection.
2. If the connection status on the client is offline but online on the server, the server’s
domain name may have been changed and the client connects to the server using
the domain name (if you select domain name during server installation). Register
the OfficeScan server’s domain name to the DNS or WINS server or add the
domain name and IP information into the "hosts" file in the client computer’s
\system32\drivers\etc folder.
3. If the connection status on the client is online but offline on the server, check the
OfficeScan firewall settings. The firewall may block server-to-client
communication, but allow client-to-server communication.
4. If the connection status on the client is online but offline on the server, the client's
IP address may have been changed but its status does not reflect on the server (for
example, when the client is reloaded). Try to redeploy the client.
Smart Protection Sources are Unavailable
Perform these tasks if a client loses connection with smart protection sources:
1. On the web console, go to the Computer Location screen (Networked
Computers > Computer Location) and check if the following computer location
settings have been configured properly:
• Reference servers and port numbers
• Gateway IP addresses
2. On the web console, go to the Smart Protection Source screen (Smart Protection
> Smart Protection Sources) and then perform the following tasks:
a. Check if the Smart Protection Server settings on the standard or custom list of
sources are correct.
b. Test if connection to the servers can be established.
c. Click Notify All Clients after configuring the list of sources.
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