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

Unreachable Clients
Managing OfficeScan Clients
Clients on unreachable networks, such as those on network segments behind a NAT
gateway, are almost always offline because the server cannot establish direct connection
with the clients. As a result, the server cannot notify the clients to:
• Download the latest components.
• Apply client settings configured from the web console. For example, when you
change the Scheduled Scan frequency from the web console, the server will
immediately notify clients to apply the new setting.
Unreachable clients therefore cannot perform these tasks in a timely manner. They only
perform the tasks when they initiate connection with the server, which happens when:
• They register to the server after installation.
• They restart or reload. This event does not occur frequently and usually requires
user intervention.
• Manual or scheduled update is triggered on the endpoint. This event also does not
occur frequently.
It is only during registration, restart, or reload that the server becomes "aware" of the
clients’ connectivity and treats them as online. However, because the server is still
unable to establish connection with the clients, the server immediately changes the
status to offline.
OfficeScan provides the "heartbeat" and server polling features to resolve issues
regarding unreachable clients. With these features, the server stops notifying clients of
component updates and setting changes. Instead, the server takes a passive role, always
waiting for clients to send heartbeat or initiate polling. When the server detects any of
these events, it treats the clients as online.
Note: Client-initiated events not related to heartbeat and server polling, such as manual
client update and log sending, do not trigger the server to update the unreachable
clients’ status.
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