3 Replies Latest reply on Jun 2, 2008 6:27 AM by phoffmann

    Trend Antivirus Service Doesn't Start



      We are using 8.7 SP5 and the versions of Trend is in the included image.



      We are finding that many machines that have the LANDesk agent installed are timing out when starting the "OfficeScanNT RealTime Scan" service.

      The exact same issue is logged in the case "Symantec Antivirus Service Doesn't Start" but it is regarding Symantecs antivirus engine.



      The error log on the client side is:



      Event Type: Error

      Event Source: Service Control Manager

      Event Category: None

      Event ID: 7009

      Date: 5/30/2008

      Time: 7:53:31 AM

      User: N/A

      Computer: COMPUTERNAME


      Timeout (60000 milliseconds) waiting for the OfficeScanNT RealTime Scan service

      to connect.



      For more information, see Help and Support Center at

















      The problem only arises when we have the LANDesk agent installed, uninstallation of the agent fixes the issue.



      We also have the issue with "Softmon.exe running at 100% - LDMS 8.8 & XP"



      Is it related in any way?

        • 1. Re: Trend Antivirus Service Doesn't Start
          phoffmann SupportEmployee

          The softmon issue is not related to any specific AV - download the new (well, "old")  content for spyware, and that'll be it for now.


          As for the Trend Micro thing - nothing known at this point - would suggest you look at what ports TM uses to try and talk to "its" clients - possible that there's a port conflict of some sort going on here. There's not really anything in LANDesk per se that ought to conflict with TM's AV (since we have plenty enough customers who use this combo).


          If you can't find anything on a network level (you may want to look at the Trend Micro logs, see if the clients get the order from their server to actually go and do something - and if not, what ports/mechanisms are used?) and go from there. We'd need this information if you'd open a case with us anyway.


          Not sure at this point whether this is something specific to your environment and/or version of Trend, but that's where I'd start at least.


          Paul Hoffmann

          LANDesk EMEA Technical Lead.

          1 of 1 people found this helpful
          • 2. Re: Trend Antivirus Service Doesn't Start


            Thanks for the reply!



            We had issues previously but with LANDesk and TrendMicro in combination. It was solved by a special OfcPfwSvcInitSleep=299000 in the ofcscan.ini file and a patch on the trend server, so it would read the new setting.



            What it does is just as spoken about, a delay of the startup of Trend services. This fix no longer works, probably because of the softmon issues take so much time now when booting up the clients.



            So no ports or conflicts is involved.



            We have tested to update and get the old 266 revision but it only made the clients bootup slightly faster, but still well over 20-30 min for some of them.



            we have now disabled the softmon by the "temp workaround" script:


            reg add HKLM\Software\LANDesk\ManagementSuite\WinClient\SoftwareMonitoring /v watchForSpyware /t REG_DWORD /d 0 /f

            reg add HKLM\Software\LANDesk\ManagementSuite\WinClient\SoftwareMonitoring /v warnWhenSpywareBlocked /t REG_DWORD /d 0 /f

            net stop softmon

            net start softmon



            This solution seem to work, but that is not a final solution, because it disables the spywarecheck totaly if Í understand it correctly.









            • 3. Re: Trend Antivirus Service Doesn't Start
              phoffmann SupportEmployee

              No, it's not meant to be a "permanent solution". It's simply something for the interim, while we investigate in detail what the problem is (i.e. - what exactly is causing the problem) - so that we can fix that.


              One of support's usual first priorities is to try and come up with a way to resolve the inconvenience to customers first of all, while a "real fix" is being worked on. It's no solution, it's not intended as such - but it does help in having your clients return to a more normal state.


              Paul Hoffmann

              LANDesk EMEA Technical Lead.