If the Trend Micro Email Security Directory Synchronization Tool is unable to synchronize groups, valid recipients and email aliases from the source directory to the Trend Micro Email Security server, go through the following steps to troubleshoot the problem:

Procedure

  1. Navigate to the Synchronization History tab to view the reason mentioned in the Details column for the latest unsuccessful attempt.
  2. Check the connection with the Trend Micro Email Security server:
    • Go to the Service Settings tab, and click Apply.
      The Directory Synchronization Tool attempts to connect to the Trend Micro Email Security server, and verifies your account name and service authentication key. This step also verifies if directory synchronization is enabled on the Trend Micro Email Security server to allow the Directory Synchronization Tool to synchronize data to the Trend Micro Email Security server.
  3. If the Directory Synchronization Tool is outdated, or the new version of the tool is available on the Trend Micro Email Security server, download and install the latest version.
  4. If the Directory Synchronization Tool uploads the synchronization result to the Trend Micro Email Security server, but the Trend Micro Email Security server still does not update the directory data, then wait for some time, and try again.
  5. If the problem persists, contact Trend Micro Technical Support for help. Before contacting Trend Micro Technical Support, make sure that you have the diagnostic logs that you can send to the Technical Support representative, if required. See Diagnostic logs in the directory synchronization tool for the details on diagnostic logs.