Troubleshooting - Logon and Provisioning

A license expiration error message appears when you log on with a valid Customer Licensing Portal (CLP) account.

The possible reason is as follows:

You have created a CLP account with a Cloud App Security trial license. This message appears when you try to log on to the management console but the trial license expires.

Perform either of the following:

  • Provide your Cloud App Security trial license for Trend Micro to create a full license and attach your CLP account to the full license.

  • Submit a support ticket to Trend Micro to

    • Unbind the CLP account and the provisioned Office 365 tenant account in Cloud App Security.

    • Create a new CLP account with a valid license to do provisioning again.

An error message indicating the invalid logon account appears when you log on to the Cloud App Security management console.

The possible reason is as follows:

You have created multiple CLP accounts under one CLP company ID, and you try to log on to the Cloud App Security management console not using the primary CLP account.

Perform the following:

Use the primary CLP account to log on to the management console.

An error message saying "This CLP or LMP account is already registered by another Microsoft Office 365 account" appears when you provision Office 365 services.

The possible reason is as follows:

You have created a CLP account with a Cloud App Security trial license and successfully completed provisioning Office 365 services. After that, you created another CLP account with a Cloud App Security full license and want to provision Office 365 services again with this account.

Perform either of the following:

  • Deprovision Office 365 services with the old CLP account that you used for provisioning.

  • Submit a support ticket to Trend Micro.

Automatic/manual provisioning of Microsoft Office 365 services failed when multi-factor authentication (MFA) is enabled on the required account.

If multi-factor authentication (MFA) is enabled on the Office 365 Global Administrator account used for automatic provisioning or on the Exchange Online or SharePoint Online Delegate Account created for manual provisioning, the provisioning will fail because Cloud App Security cannot pass the access control on the Office 365 service side.

To complete provisioning, perform either of the following:

  • Automatic provisioning: disable MFA on the GA account and enable MFA after the provisioning as necessary.

    This does not apply to manual provisioning because Cloud App Security needs to use the Delegate Account for subsequent proceeding after provisioning.

  • Automatic and manual provisioning: use an app password.

    1. Create an app password for the account used for provisioning. This gives Cloud App Security permission to access the Office 365 account. For details about how to create an app password, see Create an app password for Office 365.

    2. Wherever you're prompted for your password during provisioning, paste the app password in the box.