On the Hosted Email Security server, data collection takes places over a two-hour period. To be certain that the Remote Manager server will have integrated data from the Hosted Email Security server, data collection is delayed for 3 hours.
There are three possible reasons for Hosted Email Security is not being active.
Hosted Email Security hasn't yet been connected to Remote Manager.
The customer terminated the connection. See Connecting a Hosted Email Security Customer to the Remote Manager Web Console.
The customer tree may need to be refreshed.
After entering the GUID or Authorization Key and clicking Connect, it can take as long as ten minutes for Hosted Email Security to complete the connection to the Remote Manager web console. If the problem persists, contact Trend Micro Support.
If a Hosted Email Security customer has not connected the Hosted Email Security service to Remote Manager or has disconnected, Remote Manager cannot retrieve data. The other reason is that Hosted Email Security cannot find a valid Activation Code and Expiration Date for this customer. This is a rare occurrence.