Monday, September 28, 2009

spam pattern update failed

Problem:
My customer reported that he can't perform update for the spam pattern of IMSS 7.0 Linux

Refer below information:
1. What was the current build of their IMSS 7.0
* Make it sure that the latest patch was already been applied.
Linux_1633

2. What was the last changes made before the issue occured?
No changes made

3. Are they running another program on the same IMSS server where the database is utilized?
No

4. What is the specs of the server and how many mails are they processing.
Power Edge 6800 Server (Linux RedHat Enterprise) 2nd Dual Core Xeon Processor 7120M, 4MB L3 Cache. 3.00 GHz, 800 FSB 146GB hardrive 4Gb DDR2 RAM

Attached also the screen shot of the error message. Please find the attached CDT log uploaded at ftp://ftp.myatsc.net/UPLOAD/ACA/
MATRADE folder.

Reply from Support:
1. Since the build is 1633 (GM) please download and install the latest service pack and patch: http://www.trendmicro.com/download/product.asp?productid=12

2. Now if issue persists after that step 1, do the following:
- root# mv /opt/trend/imss/temp /opt/trend/imss/temp_090509
- root# mkdir /opt/trend/imss/temp
- root# chown -R imss:imss /opt/trend/imss/temp
- root# mv /opt/trend/imss/lib/AU_Temp /opt/trend/imss/lib/AU_Temp_090509
- root# mv /opt/trend/imss/lib/AU_Cache /opt/trend/imss/lib/AU_Cache_090509
- root# mv /opt/trend/imss/lib/download /opt/trend/imss/lib/download_090509
- root# chown -R imss:imss /opt/trend/imss/lib/AU_Temp /opt/trend/imss/lib/AU_Cache /opt/trend/imss/lib/download

3. If issue still persists, do the following:
- Look and open the file: /opt/trend/imss/lib/aucfg.ini
- Change the debug_level from 5 to "-1" without quotes
- Save the changes and do this command: root# /opt/trend/imss/bin/script/S99IMSS restart
- Enable debug log in UI => Log => Settings => Debug
- Reproduce the issue by clicking the Update in the Summary Page of IMSS for components to be updated or wait for the time the scheduled update to be triggered (screenshot please)
- Collect the following logs
1. All logs inside this folder with same timestamp of the replication: /opt/trend/imss/log/*
2. Get this file: /opt/trend/imss/lib/AU_Log/TmuDump.txt

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