Security Agents
cannot communicate with the server.
If you have updated the web host certificate on the Apex One server,
Security Agents
automatically authenticates the new
certificate before reconnecting to the server. This may take some time. During this
process,
Security Agents
will be disconnected from the server.
To verify
Security Agents
have authenticated the new certificate, check
that the following files are updated with a recent timestamp:
-
On the Security Agent endpoint:
/Library/Application Support/TrendMicro/common/conf/website.pem
-
On the Apex One server:
-
<TMSM>\TMSM_HTML\ActiveUpdate\ClientInstall\tmsminstall.zip
-
<TMSM>\TMSM_HTML\A0FB621601F4D0FAB00B64F415A2C68C\ClientInstall\ServerInfoHttps.zip
-
<TMSM>\TMSM_HTML\A0FB621601F4D0FAB00B64F415A2C68C\ClientInstall\ServerInfoHttpsLocal.zip
-
If
Security Agents
are not connected to the server after
certificate authentication is complete, do the following to check the logs:
Procedure
- On the server, get the logs from <Server installation folder>\debug.log
- On the Security Agent endpoint, follow the steps in General Agent Error to collect logs.
- Search the logs using the keyword "error" or "fail".