Work around for Trend Micro OfficeScan 10 - nslsvice.exe memory error

HCL Notes/Domino 8.5 Forum (includes Notes Traveler)

Subject:

We have experienced the same problem ever since trend 10 sp1 install in Feb 2010. (Nslsvice.exe, ntmulti.exe memory error on shutdown). This occurs with our Notes basic 8.0.2 and Notes basic 8.5.1 clients.

We believe it is related to the Service “OfficeScan NT Proxy Service” (tmproxy.exe) because when this service is Stopped or Disabled, the issue does not occur.

In short our “work around” is to stop the TMproxy.exe service at shutdown via a shutdown script in a GPO (Group Policy Object) thus preventing the error message.

We have a support case with trend which is under investigation.

What we have done so far to troubleshoot (some of this provided by Trend Support) is below. Although none of these worked for us, it may help someone else.

- Disabled Nslsvice.exe etc from officescan realtime scan (by filename and even the entire directory)
- Add nslsvice.exe etc to the tmproxy whitelist in the registry
- Enable debug mode for officescan
- Enable debug mode for tmproxy service.
Note: when this option was enabled the Error disappeared (our guess: appears that it might be timing related, whilst writing the debug logs, the delay is sufficient to not trigger the issue???)
- Provided CDT logs for application
- Enabled drwtsn32.exe, Full debug for crash log.
Note: when this option was enabled the Error disappeared

Below is the list of methods we used to enable the various debug options:

To enable TMProxy debugging:
1. using a Text Editor such as Notepad, edit C:\Program Files\Trend Micro\OfficeScan Client\TmProxy.ini
Important: Make a backup copy of TMProxy.ini to ensure that old settings can be reverted.

2. Copy and apply the following parameters:

[InteractiveSession]
Enable=1
[ServiceSession]
Enable=1
[debug]
debug_on=yes
debug_level=20
log_path=C:\temp\TmProxy.log

3. Save and close the file.

To add applications to tmproxy whitelist:
1. Add the following reg keys (one for each application)
[HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\NSC\TmProxy\WhiteList\Notesnls] "ProcessImageName"="nslsvice.exe"

2. Restart Tmproxy service

Placing officescan in debug:
1. Using a text editor, create a text file and then save it as “ofcdebug.ini” in the system root drive. Add the following parameters to ofcdebug.ini:

[debug]
DebugLevel=9
DebugLog=C:\ofcdebug.log

3. Save and close the file.
Note: real time service should be started.

Enable TMTDI Module debugging:
1. Open regedit and go to HKLM\System\CurrentControlSet\Services\tmtdi\Parameters\
2. Create a DebugCtrl (REG_DWORD) = 0x00001111
3. Go to HKLM\System\CurrentControlSet\Services\tmtdi\Parameters\
4. Create LogFile (REG_SZ) = c:\tmtdi.txt
5. Reboot the machine for the changes to take effect.

Enable drwtsn32.log and FULL User.dmp:
1. Click Start > Run - then type >drwtsn32 -i >Ok
2. Click Start > Run - then type >drwtsn32 >Ok
3. Take note of the Log File Path and Crash Dump this is where the logs are located.
4. Enable Full Crash Dump

Feedback response number WEBB84G2DX created by ~Xagra Lopnubergakol on 04/13/2010

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