Web Console FAQs

How long do changes to my Customer Licensing Portal account take to appear on the MyAccount screen?

After making changes to your Customer Licensing Portal account information, the system can take up to 2 hours to synchronize the changes with the Remote Manager web console.

Why does the Remote Manager console not display an updated status right after updating settings?

It takes a few minutes for the data to synchronize across the services. Some examples of a delayed change include updating the license or seats, resetting counters, and so on.

Why do I receive a sign-in error when trying to open the Worry-Free Business Security Services console?

This happens if Worry-Free Business Security Services is down for maintenance or if there is an issue with Licensing Management Platform. Wait a few moments before trying to access the console again.

After creating a new customer in Licensing Management platform, why does the customer not display in Remote Manager?

It takes a few minutes for the data to synchronize across the services.

How do I add new products to existing Remote Manager customer accounts?

Depending on the type of Trend Micro Account you are using, the method of adding products to existing Remote Manager customer accounts varies.

  • Licensing Management Platform accounts: You can add new products to existing Remote Manager customer accounts directly from the Remote Manager web console.

    For more information, see Adding New Products Using a Licensing Management Platform Account.

  • Online Registration portal accounts: You can only add Worry-Free Business Security, Worry-Free Business Security Services, and Hosted Email Security products to existing Remote Manager customers by receiving an Authorization Key for the managed product and registering the product from the managed product console.

    For more information, see Adding New Products Using a Customer Licensing Portal Account.

How do I access a managed product console from Remote Manager?

On the Remote Manager web console, go to Customers > [customer] > Products and click a product name in the tree view.

In the right corner of the table, an Open Console link should appear. Click the link to open the managed product console.

Does Remote Manager support role-based administration?

No. Remote Manager only supports the use of a fully-functional administrator account.

What differences exist for Licensing Management Platform accounts and Customer Licensing Portal accounts in Remote Manager?

The following table outlines the functionality differences in Remote Manager when using different account types.

Feature

Licensing Management Platform Account

Customer Licensing Portal Account

Customer management - Deleting customers

Not supported

Supported

Product management - Deleting products

Not supported

Supported

Product description - Editing

Not supported

Supported

Supported products

  • Cloud App Security

  • Cloud Edge

  • Hosted Email Security

  • InterScan Web Security as a Service

  • Worry-Free Business Security (Standard and Advanced)

  • Worry-Free Business Security Services

  • Hosted Email Security

  • Worry-Free Business Security (Standard and Advanced)

  • Worry-Free Business Security Services

Third-party plug-in support

  • Autotask

  • ConnectWise Automate

  • ConnectWise Manage

  • Kaseya

  • Autotask

  • ConnectWise Manage

Template management

Supported for:

  • Cloud Edge

  • Worry-Free Business Security Services

Not supported

Template assignment to new customers

Supported for:

  • Cloud Edge

  • Worry-Free Business Security Services

Not supported

Template assignment to existing customers

Supported for:

  • Cloud Edge

  • Worry-Free Business Security Services

Not supported

My Account information

Not supported

Supported

Product registration to Remote Manager

Automatic registration supported through service plan assignment

Authorization Key required

Merging OLR accounts

Supported

Not applicable

Licensing Management Platform access

Supported

Not supported

Long beta version

Supported

Not supported

License renewal and seat allocation

Supported

Not supported