Hosted Email Security FAQs

Why is the latest 3 hours data not displayed on Live Status?

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.

Why are Sync with Server and Go to Customer Console grayed out when right-clicking on Hosted Email Security on the customer tree?

There are three possible reasons for Hosted Email Security is not being active.

Why do I get the error message "Your Hosted Email Security customer has not connected to Remote Manager or has been disconnected by Hosted Email Security. Contact your administrator" when I try to redirect to the customer's Hosted Email Security console after the customer connected Hosted Email Security to Remote Manager?

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.

Why does an Hosted Email Security customer's Activation Code (AC) and Expiration Date show "N/A" on the Remote Manager web console?

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.