Manual or scheduled update failed

Issue:

The client was not able to update the pattern of their TMCM 5.0. An error "Unable to create sub directory" appeared which can be seen from the command tracking.

CDT logs captured and findings as follows:

Err 20091030 22:48:08 5620 4436 HttpConnection: Socket connect fail Err 20091030 22:48:08 5620 4436 TmDownloader: Connection fail when try to open resource Inf 20091030 22:48:08 5620 4436 Re-downloaded (3) times Err 20091030 22:48:08 5620 4436 Downloader returns: 4 Err 20091030 22:48:09 5620 4436 can not get required server info file Inf 20091030 22:48:09 5620 4436 Cleanning Temp dir [D:\Program Files\Trend Micro\Control Manager\AU_Data\
AU_Temp\5620_4436] Inf 20091030 22:48:09 5620 4436 UpdateManager endwith 28 (1c0002): ActiveUpdate was unable to connect to
the network. Please verify that the network connection is functional, and
then try again.
Inf 20091030 22:48:09 5620 4436 End TmuUpdateEx()
------------------------------
Inf 20091030 22:48:09 5620 4436 release context for thread: 4436 Err 20091030 22:48:09 5620 4896 Delete Temp dir fail.
Inf 20091030 22:48:09 5620 4896 Cleanning Temp dir [D:\Program Files\Trend Micro\Control Manager\AU_Data\
AU_Temp\5620_4896] Inf 20091030 22:48:09 5620 4896 UpdateManager endwith 16 (100000): ActiveUpdate was unable to complete the
requested file operation. Please try again. If the problem persists,
contact your Trend Micro technical support provider.
Inf 20091030 22:48:09 5620 4896 End TmuDuplicateEx()
------------------------------
Inf 20091030 22:48:09 5620 4896 release context for thread: 4896
------------------------------
Inf 20091030 22:48:09 5620 4896 new context for thread: 4896
------------------------------
Inf 20091030 22:48:09 5620 4896 Set key[KeptPatternMaxCount] value[14] Inf 20091030 22:48:09 5620 4896 TmuSetPropertyEx returned [TRUE]
------------------------------
Inf 20091030 22:48:09 5620 4896 Start TmuDuplicateEx() Err 20091030 22:48:09 5620 4896 Delete Temp dir fail.
Inf 20091030 22:48:09 5620 4896 Cleanning Temp dir [D:\Program Files\Trend Micro\Control Manager\AU_Data\
AU_Temp\5620_4896] Inf 20091030 22:48:09 5620 4896 UpdateManager endwith 16 (100000): ActiveUpdate was unable to complete the
requested file operation. Please try again. If the problem persists,
contact your Trend Micro technical support provider.



Answer:


The issue was possibly on the network side of the client, kindly chek if they were using a proxy on TMCM server.

After checking the proxy setting kindly advice the client to delete all the contents of \Program Files\Trend Micro\Control Manager\AU_Data and try to do again a manual update.

Note: Some of the files are locked and can't be deleted. It was when the Trend MIcro Control Manager service was stopped, then only a complete deletion can be done