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Error: Device Control Engine Offline

This error can occur for a variety of reasons.

For an overview of the Device Control module, see Device Control.

  1. In the Workload Security console, check for other errors on the same machine. If errors exist, there could be other issues that are causing your Device Control engine to be offline, such as communications or agent installation failure.
  2. Check communications from the agent to the Workload Security Relay and Workload Security.
  3. In the Workload Security console, view the details for the agent with the issue. Verify that the policy or setting for Device Control is enabled.
  4. Deactivate and uninstall the agent before reinstalling and reactivating it. See Uninstall the Workload Security Agent and Activate the agent for more information.
  5. In the Workload Security console, go to the Updates section for that computer. Verify that the Security Updates are present and current. If not, click Download Security Updates to initiate an update.
  6. Check if there are conflicts with another anti-virus product, such as OfficeScan. If conflicts exist, uninstall the other product and Workload Security Agent, reboot, and reinstall the Workload Security Agent. To remove OfficeScan, see Uninstalling clients or agents in OfficeScan (OSCE).

If your agent is on Windows

  1. Make sure the following services are running:
    • Trend Micro Workload Security Agent
    • Trend Micro Solution Platform
  2. Check that all the Device Control related drivers are running properly by running the following commands for all versions of Workload Security Agent:

    # sc query AMSP

    If a driver is not running, restart the Trend Micro services. If it is still not running, continue with the steps below.

  3. Verify the installation method. Only install the MSI, not the ZIP file.

  4. The agent might need to be manually removed and reinstalled. For more information, see Manually uninstalling Workload Security Agent, Relay, and Notifier from Windows