Web Console Access

Problem:

The web console cannot be accessed.

  1. Check if the endpoint meets the requirements for installing and running Apex One (Mac) server.

    For details, see Server Installation Requirements.

  2. Check if the following services have been started:

    • ActiveMQ for Apex One (Mac)

    • Apex One Plug-in Manager

    • Apex One (Mac) Main Service

  3. Collect debug logs. Use 'error' or 'fail' as keyword when performing a search on the logs.

    • Installation logs: C:\TMSM*.log

    • General debug logs: <Server installation folder>\debug.log

    • Apex One: C:\Program Files\Trend Micro\Apex One\PCCSRV\Log\ofcdebug.log

      1. If the file does not exist, enable debug logging. On the banner of the Apex One web console, click the first "A" in "Apex One", specify debug log settings, and click Save.

      2. Reproduce the steps that led to the web console access problem.

      3. Obtain the debug logs.

  4. Check the Apex One (Mac) registry keys by navigating to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TrendMicro\TMSM.
  5. Check the database files and registry keys.
    1. Check if the following files exist under C:\Program Files\Microsoft SQL Server\MSSQL.x\MSSQL\Data\ or C:\Program Files(x86)\Microsoft SQL Server\MSSQL.x\MSSQL\Data\:

      • db_TMSM.mdf

      • db_TMSM_log.LDF

    2. Check if the Apex One (Mac) database instance on the Microsoft SQL server registry key exists:

      • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server\TMSM

      • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server\ TMSM\ MSSQLServer\CurrentVersion

  6. Send the following to Trend Micro:

    • Registry files

      1. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL server\TMSM.

      2. Click File > Export and then save the registry key to a .reg file.

    • Server computer information

      • Operating system and version

      • Available disk space

      • Available RAM

      • Whether other plug-in programs, such as Intrusion Defense Firewall, is installed

  7. Restart the Apex One (Mac) services.
    1. Navigate to the <Server installation folder>.
    2. Double-click restart_TMSM.bat.
    3. Wait until all the services have restarted.
  8. The Apex One (Mac) service should always be running. If this service is not running, there may be a problem with the ActiveMQ service.
    1. Back up ActiveMQ data in C:\Program Files\Trend Micro\OfficeScan\Addon\TMSM\apache-activemq\data\*.* or C:\Program Files\Trend Micro\Apex One\Addon\TMSM\apache-activemq\data\*.*.
    2. Delete the ActiveMQ data.
    3. Try to restart the Apex One (Mac) service by double-clicking restart_TMSM.bat.
    4. Try to access the web console again to check if the access problem has been resolved.
Parent topic: Troubleshooting