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1 Worry-Free TM Remote Manager TM 1 for Small and Medium Business Getting Started Guide for Resellers

2 Trend Micro Incorporated reserves the right to make changes to this document and to the products described herein without notice. Before installing and using the software, please review the readme files, release notes and the latest version of the applicable user docementation which are available from Trend Micro's Web site at: Trend Micro, the Trend Micro t-ball logo, TrendLabs, Trend Micro Damage Cleanup Services, TrendSecure, Worry-Free, Worry-Free Business Security Advanced, Worry-Free Business Security, OfficeScan, PC-cillin, and ScanMail are trademarks of Trend Micro Incorporated. All other product or company names may be trademarks or registered trademarks of their owners. Copyright Trend Micro Incorporated. All rights reserved. Document Part No.: WREM13656/80523 Release Date: June 2008

3 The Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers is intended to introduce the main features of the software and installation instructions for your production environment. You should read through it prior to installing or using the software. Detailed information about how to use specific features within the software are available in the online help file and the online Knowledge Base at Trend Micro s Web site. Trend Micro is always seeking to improve its documentation. Your feedback is always welcome. Please evaluate this documentation on the following site:

4 Contents Chapter 1: Chapter 2: Chapter 3: Chapter 4: Introduction What Is Worry-Free Remote Manager Worry-Free Remote Manager Features Live Security Status Live System Status Security Event Monitoring Network Management Reporting What s New in this Release Overall Infrastructure About CS/CSM and WFBS/WFBS-A Key Terminology About this Getting Started Guide for Resellers Getting Started Accessing the Console Web Browser Requirements Adding the Console URL to Trusted Sites Getting Help While You Work Modifying Your Company Profile Modifying Your Account Coordinating with the Customer Preparing the Service Infrastructure Overview Adding Customers Agent GUID Adding Additional Domains Adding Contacts Installing the Agent Verifying Agent Installation Agent Service Start Menu Shortcuts System Tray Icon Verifying Agent/Server Connectivity Viewing Installation Errors Understanding the Dashboard Dashboard Overview Normal Status Information Threat Status System Status Security Indicators i

5 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Chapter 5: Chapter 6: Chapter 7: Chapter 8: Monitoring Threat Status Outbreak Defense Status Alert Status Vulnerable Computers Computers to Clean Antivirus Status Virus Threat Incidents Action Unsuccessful Real-time Scan Disabled Anti-spyware Status Spyware/Grayware Threat Incidents Computer Restart Required Anti-spam Status Web Reputation Status Behavior Monitoring Status Network Virus Status Monitoring System Status License Status Update Status System Status Understanding Security Indicators / Events Security Indicators Understanding Events Assessment Indexes System Events Viewing Events Searching Events Using Event Display Rules Handling Events Changing Event Status Sending Notifications Manually Adding Event Notes Customizing Assessment Settings Subscribing to Event Notifications Customizing Notification Content Attaching Reports Listing Computers in Vulnerability Notifications Viewing Assessment History Managing Networks Viewing Managed Networks Menu Bar Network Tree Information Pane Adding Customers ii

6 Removing Customers Understanding Network Commands Submitting Network Commands Chapter 9: Chapter 10: Chapter 11: Managing Agents Managing Agents from the Server Verifying Agent/Server Connectivity Agent Status Types Submitting Agent Commands Managing Agents from the Managed Server Agent Status Messages Changing the Agent GUID Agent Configuration Agent Configuration Menu Configuration Tool Main Dialog Configuration Tool General Panel Removing Agents Removing Agents Locally Removing Agents Remotely Managing Reports Understanding Operational Reports Supported Report Formats Generating and Exporting Reports Subscribing to Reports Troubleshooting and Technical Support Issues Dealing (largely) with the WFRM Console Domain Tree not Visible after Installing the Agent Node on tree Cannot Be Expanded Page Cannot be Displayed Unable to Receive Notifications Incorrect Information on the Dashboard Unable to Deploy Commands Agent Status Is Abnormal Issues Dealing (largely) with the Agent: Agent Does Not Match the CS/CSM Version Unable to Connect to the Server Unable to Register with the Remote Server Other Issues Resetting a Lost Password Backing Up and Restoring Agent Settings Finding the Agent Build Number Using Internet Explorer to View Reports Known Issues Contacting Technical Support iii

7 Chapter 1 Introduction Welcome to the Worry-Free Remote Manager Getting Started Guide for Resellers. Worry-Free Remote Manager (WFRM) is a monitoring and management console designed to work with the following products: Client Server Security (CS) versions 3.5 or 3.6 Client Server Messaging Security (CSM) versions 3.5 or 3.6 Worry-Free Business Security (WFBS) (formally CS) version 5.0 Worry-Free Business Security Advanced (WFBS-A) (formally CSM) version 5.0 Note: The above products will be collectively referred to as "managed server(s)" in this document. It enables you to monitor the health of multiple managed networks. It also lets you manage critical security aspects of these networks. This chapter, which will introduce you to Worry-Free Remote Manager, discusses the following topics: What Is Worry-Free Remote Manager on page 1-2 Worry-Free Remote Manager Features starting on page 1-2 What s New in this Release on page 1-4 Overall Infrastructure on page 1-4 About CS/CSM and WFBS/WFBS-A on page 1-5 Key Terminology on page 1-5 About this Getting Started Guide for Resellers on page

8 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers What Is Worry-Free Remote Manager Worry-Free Remote Manager provides infrastructure for centrally managing security in small- to medium-sized networks protected by CS/CSM and WFBS/WFBS-A. It is hosted on regional Trend Micro Data Center servers where resellers obtain an account. Resellers can use Worry-Free Remote Manager to establish customer accounts, monitor customer networks, and manage security using the WFRM console. Worry-Free Remote Manager has a monitoring dashboard that allows administrators to look into the following aspects of network security: Virus, network virus, and spyware/grayware incidents Spam and phishing incidents Unauthorized computer changes Outbreak situations License and update status of security products Disk usage on desktops, servers, and Exchange servers Key security indicators Worry-Free Remote Manager also offers a view of managed networks and allows reseller administrators to issue commands to manage critical aspects of network security. Worry-Free Remote Manager Features Worry-Free Remote Manager allows reseller administrators to monitor and manage multiple CS/CSM and WFBS/WFBS-A -protected networks from a single console by communicating with an Agent that runs on the managed servers. In addition, it offers event monitoring based on key security indicators. Worry-Free Remote Manager offers the following features: Live Security Status Live System Status Security Event Monitoring Network Management Reporting Live Security Status The Worry-Free Remote Manager dashboard provides the status of the following aspects of network security: Outbreak Defense Antivirus Anti-spyware Anti-spam Network Virus Protection Behavior Monitoring Web Reputation Services 1-2

9 Introduction Worry-Free Remote Manager also provides details about these aspects including statistical data such as the number of infected computers and virus/malware incidents. Reseller administrators can also check detailed information including the names of affected computers or the threats. Live System Status Reseller administrators can check the following system-related aspects of network security through the Worry-Free Remote Manager dashboard: License usage for security products Update status of security components Disk usage status on desktops, servers, and Exchange servers Security Event Monitoring Worry-Free Remote Manager supports events-based monitoring of the following key security indicators: Number of computers infected by virus/malware and spyware/grayware Number of computers found with the same virus which can indicate that an internal outbreak is in progress Percentage of computers with outdated security components Network Management Worry-Free Remote Manager offers a structured view of managed networks and allows reseller administrators to issue commands and manage the following critical aspects of network security: Component updates and updates to the managed server Vulnerability assessment Automatic outbreak response Damage cleanup Firewall and real-time scan settings Manual scans Reporting In addition to notifications for security events, Worry-Free Remote Manager can automatically generate and send reports at regular intervals. The Worry-Free Remote Manager operational report provides the following information: Summary of computers in the domain and their update status Assessment results distribution for infection and outbreak indicators Latest assessment results for component currency indexes Summary of virus, spyware/grayware, spam, and network virus incidents Malware distribution Major threats and affected files and computers 1-3

10 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers What s New in this Release Worry-Free Remote Manager version 1.6 includes the following new features: Worry-Free Remote Manager now utilizes High Availability (HA - secondary computers that take over immediately should the primary computers fail) on the servers for a more robust system. Worry-Free Remote Manager now has the ability to manage Behavior Monitoring for WFBS and WFBS-A. Behavior Monitoring protects desktop and portable computers and servers from unauthorized changes to the operating system, registry entries, other software, or files and folders. Worry-Free Remote Manager now has the ability to manage Location Awareness for desktop and portable computers when these are managed by WFBS/WFBS-A. With Location Awareness, administrators can control security settings depending on how the desktop or portable computer is connected to the network: In Office or Out of Office. Overall Infrastructure Worry-Free Remote Manager consists of three basic parts: The Reseller The Trend Micro Data Center The Customer Network Reseller Trend Micro Data Center Internet Reseller WFRM Web Console Customer Network Data Center Engineer WFRM Servers Managed Server with WFRM Agent Internet FIGURE 1-1 Worry-Free Remote Manager Overall Architecture The reseller connects remotely to the Trend Micro Data Center (currently on four different continents around the world) through the Worry-Free Remote Manager console via the Internet. No installation of the console is required by the reseller. From the console, the reseller can administer customer Networks. 1-4

11 Introduction Each customer needs to be added and configured on the console by the reseller, and each CS/CSM and WFBS/WFBS-A server and Exchange server has an Agent installed which allows communication to and from the Worry-Free Remote Manager servers. The Agent runs on the CS/CSM and WFBS/WFBS-A servers inside the customer s network. The Agent sends information to the Trend Micro Worry-Free Remote Manager server where you can access the data from your console 24/7 using an Internet connection Before you can start Worry-Free Remote Manager services, you must identify the computer where the managed server resides and install the Agent. This can be accomplished remotely from the WFRM console. About CS/CSM and WFBS/WFBS-A Client Server Security (CS) and Worry Free Business Security (WFBS) are comprehensive, centrally-managed solution for small- and medium-sized business. CS and WFBS provides client-side antivirus and firewall protection for desktops and servers. Client Server Messaging (CSM) and Worry Free Business Security Advanced (WFBS-A) includes the same features as CS and WFBS but provides an anti-spam solution for mail servers running Microsoft Exchange Server. Both CS/CSM and WFBS/WFBS-A include a server-side component for monitoring and managing client protection from a central location. Worry-Free Remote Manager monitors and manages CS/CSM and WFBS/WFBS-A -protected networks by communicating with an Agent that runs on the CS/CSM and WFBS/WFBS-A server(s). Note: Version 5.0 of Client Server Security (CS) and Client Server Messaging (CSM) have been renamed to Worry Free Business Security (WFBS) and Worry Free Business Security Advanced (WFBS-A). Key Terminology Knowing the following terms can help you work with this product more efficiently: Agent installed on CS/CSM and WFBS/WFBS-A servers, this small program allows the Worry-Free Remote Manager to monitor and manage customer networks through CS/CSM and WFBS/WFBS-A. New Agent types can allow the console to monitor and manage other security products. Assessment regular checks done on data collected from customer networks to determine the health of monitored networks; these checks use key indicators called assessment indexes. Assessment indexes the basis for security assessments; reseller administrators can customize these indexes individually to control assessment intervals, ranges, and notifications. Client/Server Security Agent (CSA) The Trend Micro Agent that reports to the CS/CSM and WFBS/WFBS-A server. The CSA sends event status information in real time. Agents report events such as threat detection, Agent startup, Agent shutdown, start of a scan, and completion of an update. The CSA provides three methods of scanning: Real-time Scan, Scheduled Scan, Manual Scan. Configure scan settings on Agents from the Web console. Dashboard the dashboard in Worry-Free Remote Manager is the leftmost, main page that displays a summary of each network aspect that the console monitors. Detection the discovery of a threat; a detection does not constitute a system infection, but simply indicates that malware has reached the computer. The detection of the same threat on different computers can constitute an outbreak. 1-5

12 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Domain a grouping defined for administrative purposes; currently, each domain is associated with a single Agent running on a CS/CSM and WFBS/WFBS-A server. Event the occurrence of a condition in a monitored domain; the results of assessments trigger events which can be customized. Reseller administrators can also configure the console to send notifications when certain events occur. Infection the condition in which a threat is able to run its payloads in a computer; Worry-Free Remote Manager considers an infection to have occurred whenever the antivirus scanner detects a virus/malware and is unable to clean, delete, or quarantine the threat. A spyware/grayware infection occurs when the computer cannot be completely cleaned unless it is restarted. Messaging Security Agent (MSA) The Trend Micro Agent that resides on Microsoft Exchange Servers and reports to CSM and WFBS-A servers. This Agent protects against virus/malware, Trojans, worms and other threats. It also provides spam blocking, content filtering, and attachment blocking. Plug-in a software program that installs on top of another software program to add functionality or customize the program for specific tasks; Worry-Free Remote Manager is a plug-in to Information Center. Providers generic term used in Information Center to refer to organizations that directly provide security monitoring and management services to customers; in Worry-Free Remote Manager; providers are referred to as resellers. Reseller administrators administrators in the reseller side that perform service-related tasks using Worry-Free Remote Manager. Trend Micro Data Center the Trend Micro monitoring and management center that hosts Worry-Free Remote Manager servers and provides support to reseller administrators. Security Server the CS/CSM and WFBS/WFBS-A server computer. Virus alert a state of vigilance that is declared by TrendLabs to prepare customer networks for a virus outbreak; TrendLabs alerts different Trend Micro products and delivers preventive solutions that IT administrators can implement as a first line of defense before a pattern becomes available. Virus outbreak the rapid propagation of a virus threat to different computers and networks; depending on the prevalence of the threat, an outbreak can be internal, regional, or global. About this Getting Started Guide for Resellers This manual guides the Worry-Free Remote Manager administrator when providing monitoring and management services for customers. This guide covers the following tasks: Setting up the service infrastructure Monitoring network security and system health Managing networks using supported commands Event tracking, configuration, and notifications management Report generation and subscription maintenance Trend Micro also provides the following documentation with this service: Online Help covers concepts, tasks, and interface items; accessible through the user interface Quick Start Card for Resellers quick overview of Worry-Free Remote Manager and reseller tasks Agent Installation Guide performing and troubleshooting Agent installation Agent Readme includes late breaking news, installation instructions, and known issues 1-6

13 Chapter 2 Getting Started Before you start using Worry-Free Remote Manager, ensure that you can access it without problems. Also, ensure that your customers understand the capabilities of the console and how you can use it to monitor and manage their networks. This chapter discusses the following topics: Accessing the Console on page 2-2 Getting Help While You Work on page 2-4 Modifying Your Company Profile on page 2-4 Modifying Your Account on page 2-5 Coordinating with the Customer on page

14 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Accessing the Console You access the Worry-Free Remote Manager console using a Web browser. The console URL varies between regions, but you can access all the regional consoles through a central landing page at: FIGURE 2-2 Worry-Free Remote Manager central landing page. After selecting the appropriate region, use the logon credentials that Trend Micro provides with the signing of a reseller agreement. Web Browser Requirements To access the console without problems, ensure that you have a supported and properly configured Web browser as follows: Your Web browser is Internet Explorer 6 SP1, 6 SP2, or 7. You have added the console URL to your list of trusted sites in Internet Explorer. See Adding the Console URL to Trusted Sites on page 2-3 for instructions. Your Internet Explorer security level for Trusted sites is set to Medium or a lower level. A more restrictive security level may prevent the console from displaying correctly. 2-2

15 Getting Started FIGURE 2-3 Internet Explorer 6.0 security settings Pop-up blockers on your Web browser have been disabled or set to allow pop-ups from the console URL. Pop-up blockers can prevent some of the console s pop-up windows from opening. Adding the Console URL to Trusted Sites Add the console URL to your list of trusted sites in Internet Explorer to ensure that you can access all the console screens and features properly. To add the console URL as a trusted site in Internet Explorer: 1. Open Internet Explorer. 2. Click Tools > Internet Options. 3. In the Internet Options window, click the Security tab. 4. Select the Trusted sites zone. 5. Click Sites. The Trusted Sites window opens. 6. In Add this Web site to the zone, type the console URL and click Add. FIGURE 2-4 Internet Explorer 6.0 Trusted sites 2-3

16 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers 7. Click OK to close the Trusted sites window. 8. Click OK in the Internet Options window. Getting Help While You Work Worry-Free Remote Manager provides two types of help general help and context-specific help. To get context-specific help on the current screen, click the blue screen help icon at the upper right corner below the menu bar. For general help, select Contents and Index from the drop-down list at the upper right corner above the menu bar. General help Screen help FIGURE 2-5 Different methods to access help in the console Modifying Your Company Profile You can modify your company s name, description and logo in Worry-Free Remote Manager. The console uses this information to customize customer-facing material which can include reports and notifications. Your company logo also replaces the default logo shown in the console banner beside the Trend Micro logo as shown below. 2-4

17 Getting Started FIGURE 2-6 Your Company Logo To modify your company profile: 1. Click Administration > Reseller Profile. 2. Modify the name and description. To change the logo, click the displayed logo image in the Reseller Profile tab. 3. In the pop-up window, type the path of the image file or click Browse to navigate local folders and select the image file. The logo image should be a.png,.jpg,.jpeg, or.bmp image with dimensions of 250x50 (width x height) pixels or less. Tip: To reset to the default logo, click Reset in the pop-up window. 4. Click Upload. 5. A message prompts you to log off to implement the logo change. Do either of the following: Click OK to log off. Click Cancel to stay logged on. The banner logo will update on your next logon. Modifying Your Account You can modify some details of your account, including changing your password, preferred interface language, and contact information. To modify the details of your account: 1. Click Administration. 2. Click My Account. 3. Modify the details as necessary. Tip: For information on the fields, click the screen-level help button. 4. Click Save. 2-5

18 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Coordinating with the Customer Monitoring and managing your customer s network through Worry-Free Remote Manager provides many benefits for your customer. However, just like other remote management activities, actions made on the console can drastically affect the managed network. Before you start providing services, make sure that you have your customer s consent to do the following remote management and monitoring activities: View the list of computers on their network View the following security information: Virus, spyware/grayware, and network virus detections Names and the number of infected computers File names of infected files addresses that have received infected files Patch information for known vulnerabilities License and system information on CS/CSM security products Send notifications to individuals within the customer organization Run the following actions: Deploying security components Starting Vulnerability Assessment scans Starting or stopping Damage Cleanup Services Starting or stopping manual scan Update the CS/CSM server Start or stop Outbreak Defense Configure the following settings: Automatic deployment of Outbreak Defense Real-time scan settings Firewall settings Location Awareness Behavior Monitoring Web Reputation 2-6

19 Chapter 3 Preparing the Service Infrastructure To provide Worry-Free Remote Manager services to customer networks, you need to prepare the service infrastructure. This chapter presents the following: Overview on page 3-2 Adding Customers on page 3-2 Agent GUID on page 3-3 Adding Additional Domains on page 3-3 Adding Contacts on page 3-4 Installing the Agent on page 3-4 Verifying Agent Installation on page 3-6 Verifying Agent/Server Connectivity on page 3-7 Viewing Installation Errors on page

20 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Overview In general, preparing the service infrastructure involves: 1. Adding a new customer to the WFRM console 2. Adding at least one domain to the customer (saving the unique GUID to be used by the Agent) 3. Adding at least one customer contact 4. Installing the Agent on the customer s server 5. Entering the GUID on the Agent Adding Customers To allow a customer to receive Worry-Free Remote Manager services, first add the customer to the WFRM console. You should identify basic customer information before you create the customer account. This includes: Customer name as it will appear on reports and notifications Customer description Domain of the CS/CSM or WFBS/WFBS-A server(s) where the Agent will be installed Note: Before you add a customer and install the Agent on the managed server, make sure you have written approval to perform tasks to access, monitor, and manage the customer's resources. See Coordinating with the Customer on page 2-6. To add a customer: 1. Click Customers. 2. Ensure that My Customers is selected in the left pane. 3. Click the All Customers tab in the right pane. FIGURE 3-7 All Customers tab 4. Click Add. 5. Type the name and a description of the customer. WARNING! Do not use the characters in the parentheses (< &? \). 3-2

21 Preparing the Service Infrastructure 6. Click Save. Worry-Free Remote Manager automatically creates a default domain for the new customer and opens the Domain Profile tab for the domain. Note: Save the globally unique identifier (GUID) from the Domain Profile tab. The GUID is required during the installation of the Agent on the managed server (This information is always available from the Agent section of the Domain Profile tab). See Installing the Agent on page On the Domain Profile tab, modify the domain information as necessary and click Save. Agent GUID To distinguish between WFRM Agents, WFRM assigns a globally unique identifier (GUID) to each Agent. The person who installs the Agent on the managed server must input the GUID during installation to allow the Agent to register to the console. This GUID is always available under Customers > My Customers > {customer} > {customer domain} (all on the tree on the left) > Domain Profile (on the right) Example of a WFRM Agent GUID: 4F6F0F8697C9-A1FFCF63-D833-84D9-1C35 Adding Additional Domains All managed networks contain at least one domain. When you add a customer, Worry-Free Remote Manager automatically creates a default domain for the customer. Additional domains can be added. Each domain contains a managed server and all the groups and computers managed by this server. Domains are the largest administrative divisions that can receive commands. To add a domain to a managed network: 1. Click Customers. 2. In the left pane, click (+) beside My Customers. The network tree expands. 3. In the expanded network tree, click the name of the customer. 4. In the right pane, click the Domains tab. FIGURE 3-8 Domains tab for the selected customer 5. Click Add. 6. Type a name and description for the domain. 7. Ensure that the Domain status is set to Enabled. 3-3

22 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers 8. Select the CS/CSM service (the only service currently provided through Worry-Free Remote Manager. CS/CSM in this context is also used for WFBS/WFBS-A). 9. Click Save. Adding Contacts To subscribe to event notifications and regular reports, users in your customer s organization need to be added as contacts (this step is not required to actually install the Agent). To add a contact: 1. Click Customers. 2. In the network tree in the left pane, click the (+) next to My Customers. 3. In the expanded network tree, select the name of the customer. 4. In the right pane, click the Contacts tab. 5. Click Add. 6. In New Contact, provide the requested information. For a user to receive notifications through a particular communication medium, such as or MSN, you must provide contact information for the medium. 7. Click Save. Installing the Agent Note: Typically, the network administrator on the managed network handles the Agent installation. Provide these instructions to the network administrator with all the necessary information (This information is also included in the "Trend Micro Worry-Free Remote Manager Agent Installation Guide"). Worry-Free Remote Manager monitors and manages protected networks. It does this by communicating with an Agent that is installed on servers on the managed network. The performance of WFRM depends highly on the proper installation and health of the Agent. Before installing the Agent, you will need the following: The customer and domain must have already been registered on the WFRM server. Agent GUID (available on the Domain Profile under Customers > My Customers > {customer name} > {customer domain} on the WFRM console) Agent installer (WFRMAgentforCSM.exe) The fully qualified domain name (FQDN) of the Worry-Free Remote Manager communication server. The FQDN varies in each region as follows: Asia Pacific - wfrm-apaca.trendmicro.com Europe and the Middle East - wfrm-emeaa.trendmicro.com Latin America - wfrm-lara.trendmicro.com North America - wfrm-usa.trendmicro.com 3-4

23 Preparing the Service Infrastructure The managed server must meet the following requirements: CS/CSM 3.5/3.6 or WFBS/WFBS-A 5.0 Active Internet connection 50MB available hard disk space To install the Agent: 1. Copy the Agent installation file (WFRMAgentforCSM.exe) to the managed server (you should have received a link to this file when you signed up to use the WFRM service). 2. Open the installation file. 3. The InstallShield Wizard welcome screen opens. Click Next. 4. The License Agreement screen opens. Read the license agreement carefully. If you disagree with the terms of the license agreement, click Cancel to exit the installation. If you agree with the terms, click I accept the terms of the license agreement and click Next. 5. Provide your name and the name of your company and click Next. A pop-up opens informing you of the managed server version and the Agent version. Click OK. 6. The Installation Location screen opens. To use the default location, click Next. 7. Provide the FQDN of the Worry-Free Remote Manager server that corresponds to your region in the Server address field. 8. Select a communication protocol and port, either HTTP on port 80 or HTTPS on port 443. HTTPS is recommended (Do not click HTTP authentication; it is not being used at this time). Click Next. 9. If the managed server uses a proxy server to connect to the Internet, specify the necessary settings. Click Next. 10. Type the GUID (see Agent GUID on page 3-3). Click Next. 11. Review the installation settings and click Next. 12. Click Finish to close the wizard after installation completes. If the installation is successful and settings are correct, the Agent should automatically register to the Worry-Free Remote Manager server. The Agent should show as online on the WFRM console. See Verifying Agent Installation on page 3-6 and Verifying Agent/Server Connectivity on page 3-7 for installation issues. Note: For information on managing Agents, see the chapter Managing Agents starting on page 9-1. Note: To remove the Agent, see Removing Agents on page

24 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Verifying Agent Installation There are three methods for verifying that the WFRM Agent has been installed correctly and is operating properly. Check: Agent service Start menu shortcuts System tray icon Agent Service Check if "Trend Micro Information Center for CSM" is started. 1. Click Start > Settings > Control Panel > Administrative Tools > Services. 2. Look for Trend Micro Worry-Free Remote Manager Agent. 3. Check if the Status is Started. Start Menu Shortcuts Check the Program Group in the Start Menu. 1. Click Start > All Programs > Information Center for CSM 2. Verify that the Program Group contains the following items: Agent Configuration Tool Readme Remove Worry-Free Remote Manager Agent for CSM System Tray Icon Check for the WFRM Agent icon in the system tray. If for any reason the icon is not visible, you can start it by clicking Start > Programs > Worry-Free Remote Manager Agent > Agent Configuration Tool. Exiting the tool does not stop the WFRM service. It only closes the Configuration Tool and removes the icon from the task bar. The tool can be restarted at any time. Suspend the mouse over the icon for status information (see Managing Agents from the Managed Server on page 9-4): ICON MEANING A green icon indicates that the Agent is connected to WFRM s communication server. A red icon indicates that the Agent isn t connected to WFRM s communication server or the version of the Agent is mismatched with the server and needs to be updated. An icon with a red arrow indicates that the Agent has logged off from WFRM 3-6

25 Preparing the Service Infrastructure Verifying Agent/Server Connectivity To ensure that the Worry-Free Remote Manager service is running smoothly, make sure that Agents are online. To view the status of Agents: 1. Log on to the WFRM console. 2. Click the Customers tab and ensure that My Customers is selected in the left pane. 3. Click the All Agents tab in the right pane. The tab lists the status of each Agent in the Status column. For details on each status, see Agent Status Types on page 9-2. Viewing Installation Errors The Agent installation logs cover Agent installation activities. Collect these logs and send them to your service support provider if you encounter problems during installation. The Agent installation logs can be obtained from the following location on the managed server: C:\TMICAgentForCSM_Install.log See Troubleshooting and Technical Support on page 11-1 for further information. 3-7

26 Chapter 4 Understanding the Dashboard The Dashboard is the primary monitoring window into a customer's security problems which are collectively referred to as events. Access the Dashboard using Microsoft Internet Explorer. Log onto the Trend Micro Worry-Free Remote Manage site at wfrm.trendmicro.com using your user name and password. There you can access the the correct URL for your region. The dashboard is a quick way to review the health of monitored networks. The dashboard displays a summary of each network aspect that Worry-Free Remote Manager monitors. This chapter gives a brief overview of the following (see chapters 5, 6 and 7 for more detailed information): Dashboard Overview on page 4-2 Threat Status on page 4-4 System Status on page 4-5 Security Indicators on page

27 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Dashboard Overview The dashboard contains three sections: Threat Status an overview of the threat and security status (page 4-4) System Status an overview of system-related risk situations (page 4-5) Security Indicators the status of key indicators (page 4-5) FIGURE 4-9 The dashboard The dashboard uses the three status icons in the table below to indicate any issues or potential issues. TABLE 4-1. Dashboard status icons STATUS ICON DESCRIPTION Normal; no action required for all customer domains. Warning; some action may be required for some customer domains. Immediate action required; you need to check affected domains immediately. 4-2

28 Understanding the Dashboard The dashboard lists only the domains that are not in normal status. To get threat and system status details for a listed domain, click the name of the domain. Note that the dashboard normally lists only up to 10 domains. To access the complete list of affected domains, click More at the bottom of the list. Normal Status Information The dashboard lists only the domains that are not in normal status. To get threat and system status details on any domain, including those that are not listed on the dashboard, go to the Customers tab and access the domain through the network tree. To use the network tree to get status details: 1. Click Customers. 2. In the network tree in the left pane, click (+) to expand My Customers. 3. Click (+) to expand the customer that owns the domain. 4. Select the domain. The right pane displays three tabs, including the Domain Status and the Products tab. FIGURE 4-10 Products tab for the selected domain 5. Click either of the following tabs: Products contains system status details Domain Status contains threat status details The Customers tab complements the dashboard as a simple method for viewing the list of managed domains and the details of their security and threat status. The figure below shows the Customers tab with a domain selected in the network tree and the threat status for that domain showing on the right. 4-3

29 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers FIGURE 4-11 Customer tab showing the threat status Threat Status The threat status section of the dashboard provides an overview of the threat and security status of domains. It includes the following sections: Outbreak defense indicates the current alert status Antivirus indicates the presence of a significant number of virus/malware threats and related potential risk situations Anti-spyware indicates the presence of a significant number of spyware/grayware threats and whether certain actions need to be taken to address spyware/grayware incidents Anti-spam warns of the increasing number of spam messages being processed on the Exchange server Web Reputation indicates the number of attempts to retrieve Web pages evaluated as a security risk Behavior Monitoring indicates the number of attempts against unauthorized changes to a computer Network viruses warns of any significant network virus activity Note: For details on how Worry-Free Remote Manager determines the status in each of the threat status sections, see Monitoring Threat Status on page

30 Understanding the Dashboard System Status The system status section warns of any system-related risk situations and contains the following sections: License warns of potential risk situations due to license usage issues Updates warns of potential risk situations due to outdated security components System warns of potential risk situations due to inadequate disk space Note: For details on how Worry-Free Remote Manager determines the status in each of the system status sections, see Monitoring System Status on page 6-1. Security Indicators The security indicators section displays the status of the following key indicators: Internal virus outbreak number of computers where the same virus/malware is detected within a time range Virus infection number of computers infected with the same virus/malware within a time range (infection only occurs when a malware/virus is detected but is unable to be cleaned, deleted, or quarantined) Spyware infection number of computers infected with the same spyware/grayware within a time range (a spyware/grayware infection occurs when the computer cannot be completely cleaned unless it is restarted) Outdated virus pattern number of computers that do not have the latest virus pattern during assessment Outdated spyware pattern number of computers that do not have the latest spyware pattern during assessment The security indicators section is an overview of the results of security assessments conducted by Worry-Free Remote Manager. You can also monitor assessment results of events which can be set to trigger whenever an assessment result is a medium or critical risk. Note: For details on how Worry-Free Remote Manager determines the status of each of the security indicators, see Customizing Assessment Settings on page

31 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers The events list in the Events tab basically shows the details of the security indicators status shown on the dashboard. The figure below shows the Events tab with the list of events. FIGURE 4-12 Events tab showing the list of events Compare the Event Type column on the events list to match the events against the security indicators on the dashboard. Tip: Go to Notifications on the Events tab to customize assessment indexes, determine what constitutes critical or medium risk results and specify which risk level triggers an event. For more information, see Customizing Assessment Settings on page

32 Chapter 5 Monitoring Threat Status Worry-Free Remote Manager lets you monitor the threat status of customer networks by tracking the status of key security components as shown in the Threat Status section of the dashboard. FIGURE 5-13 Threat Status on the dashboard This chapter covers these seven components in the following sections: Outbreak Defense Status on page 5-2 Antivirus Status on page 5-4 Anti-spyware Status on page 5-5 Anti-spam Status on page 5-6 Web Reputation Status on page 5-7 Behavior Monitoring Status on page 5-7 Network Virus Status on page

33 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Outbreak Defense Status Outbreak Defense provides early warning of Internet threats and/or other world-wide outbreak conditions. Outbreak Defense automatically responds with preventative measures to keep computers and networks safe, followed by protective measures to identify the problem and repair the damage. While Outbreak Defense is protecting networks and clients, TrendLabs is creating a solution to the threat. As soon as TrendLabs finds a solution, they release updated components, and CS/CSM and WFBS/WFBS-A servers download and deploy the updated components to clients. Outbreak Defense then cleans any virus remnants and repairs files and directories that have been damaged by the threat. Outbreak Defense may take the following actions in the event of an outbreak: Block ports Write-protect certain files and directories Block certain attachments The dashboard indicates the outbreak defense status for managed networks. To determine this status, Worry-Free Remote Manager checks whether TrendLabs has declared a virus alert. The table below shows the possible outbreak defense icons on the dashboard. TABLE 5-1. Outbreak defense status icons STATUS ICON DESCRIPTION No virus alert TrendLabs has declared a Yellow Alert. TrendLabs has declared a Red Alert. The dashboard lists domains in alert condition. To get details, click the (+) icon next to Outbreak Defense and then click the name of the domain. This will display detailed status for this domain for all seven key security components under Threat Status. For guidance on accessing details on domains that are not alert condition, see Normal Status Information on page 4-3. WFRM displays the following detailed information related to outbreak defense: Alert status (this section does not display when there is no alert) Vulnerable computers Computers to clean Alert Status Alert status information displays whenever there is a red or yellow alert. The console lists computers with Outbreak Defense enabled and disabled. Enable Outbreak Defense to ensure that preventive measures deploy automatically and protect the network before a pattern becomes available. When there are computers with Outbreak Defense disabled, clicking the value under Not Enabled will open the list of affected computers. 5-2

34 Monitoring Threat Status To enable Outbreak Defense or set Outbreak Defense to automatically deploy during alerts for all the computers in a domain, use OPS (Out Prevention Services) on the menu bar on the Customers tab. For detailed instructions, see Submitting Network Commands on page 8-6. Vulnerable Computers Vulnerable computers are computers that have not been patched for known software vulnerabilities. Because many viruses/malware make use of vulnerabilities to propagate, unpatched computers are more likely to get infected and become vectors for propagation. To handle vulnerable computers, contact the administrator of the affected domain and provide the names of the vulnerable computers and the vulnerabilities affecting them. To get this information, click the number of affected computers. Note: The number of affected computers only functions as a link to detailed information if there is at least one vulnerable computer. To ensure that the list of vulnerable computers is current, run a Vulnerability Assessment (VA) scan. For detailed instructions, see Submitting Network Commands on page 8-6. Computers to Clean Computers to clean are infected computers. Infected computers are those computers with a virus/malware that the security client did not successfully clean, delete, or quarantine upon detection. An infected computer likely contains a running copy of the virus/malware that has configured the computer to allow it to automatically start and stay running. To view a list of the infected computers and the names of the viruses, click the number of computers to clean. This number is clickable only when there is at least one infected computer. To address infected computers, deploy Damage Cleanup Services (DCS) to the domain. For detailed instructions, see Submitting Network Commands on page

35 Trend Micro Worry-Free Remote Manager Getting Started Guide for Resellers Antivirus Status To show the antivirus status, the dashboard displays status icons indicating the presence of any significant virus/malware-related threats. The table below shows how the icons correspond to different threats. TABLE 5-2. Antivirus status icons STATUS ICON DESCRIPTION Normal. No significant virus/malware threats. This status icon displays if any of the following conditions occur: - There is a local outbreak. - The real-time scanner is disabled in at least one computer. This status icon displays if any of the following conditions occur: - The real-time scanner on the Exchange server is disabled. - A security client is unable to clean or quarantine a malware. To get details, click the (+) icon next to Antivirus and then click the name of the domain. This will display detailed status for this domain for all seven key security components under Threat Status. For instruction on accessing antivirus status details on domains that have normal status, see Normal Status Information on page 4-3. The console displays the following detailed information related to the antivirus status: Virus threat incidents Action unsuccessful Real-time scan disabled Virus Threat Incidents Virus threat incidents are the number of virus/malware detections in the domain. The console groups this statistical information into the following groups: Desktop/Servers virus/malware detected during manual scans or when files are accessed on desktop and server computers Exchange servers virus/malware detected in messages that are processed by an Exchange server To view the list of affected computers, affected addresses (for viruses found in messages), and the names of the malware, click the number of incidents. This number is clickable only when there is at least one incident. To reset the current count, click Reset. WARNING! Do not click Reset unless you are sure that the incidents have been addressed and contained. To determine whether there are any unresolved incidents, see the Action Unsuccessful table discussed next. Action Unsuccessful Antivirus scanners perform actions typically clean, quarantine, and delete on files found with malware/virus. Typically, the scanner performs an initial action. If it is unable to perform this action, the scanner performs a 5-4

36 Monitoring Threat Status secondary action. The console logs incidents where both actions are unsuccessful or if the first action is unsuccessful and the scanner does not perform a secondary action. Unsuccessful actions can indicate that a malware/virus has successfully circumvented antivirus defenses and has infected the computer. As with CS/CSM and WFBS/WFBS-A, Worry-Free Remote Manager assumes that computers with an unsuccessfully cleaned, quarantined, or deleted virus/malware are infected. To view a list of the infected computers and the names of the viruses, click the number of incidents. This number is clickable only when there is at least one incident. To address computers that have been infected due to unsuccessful antivirus actions, deploy Damage Cleanup Services (DCS) to the domain. For detailed instructions, see Submitting Network Commands on page 8-6. Real-time Scan Disabled Computers with disabled real-time scanners cannot scan files in real time (scheduled scans will continue). These computers are highly susceptible to virus/malware infection and can be vectors for the spread of viruses. Exchange servers with real-time scanners disabled let all viruses in messages pass leaving the customer network susceptible to mass-mailing worms. To view the list of computers with disabled real-time scanners, click the number of computers. This number is clickable only when there is at least one affected computer. To enable the real-time scanner on all computers and Exchange servers in the domain, click the corresponding Enable link. Anti-spyware Status To show the anti-spyware status, the dashboard displays status icons that indicate a relatively high spyware/grayware incident rate and the presence of computers that are infected with spyware/grayware. The table below shows how the icons indicate the anti-spyware status. TABLE 5-3. Anti-spyware status icons STATUS ICON DESCRIPTION Normal. Few spyware/grayware threats found. 15 or more spyware/grayware incidents have been found in the network. Action required. At least one computer needs to be restarted to completely remove a spyware/grayware infection. To get details, click the (+) icon next to Anti-spyware and then click the name of the domain. This will display detailed status for this domain for all seven key security components under Threat Status. For instruction on accessing anti-spyware status details on domains that are in normal status, see Normal Status Information on page 4-3. The console displays the following detailed information related to the anti-spyware status: Spyware/Grayware threat incidents Computer restart required 5-5

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