The issue occurs because the Policy Server cannot be queried.

Scenario 1: Policy Server is not started or has issues with handling requests

Do the following:

1. Restart the Policy Server. Run the following command:

   /opt/trend/imss/script/S99POLICY restart

2. Increase the Policy Server timeout by adjusting two values in the SQL configuration database and reloading the IMSS service.
   1. In the console of your IMSVA parent, run the following commands:

      /opt/trend/imss/PostgreSQL/bin/psql -U sa -d imss
      imss=#update tb_global_setting set value='120' where name='send_timeout_secs';
      imss=#update tb_global_setting set value='120' where name='recv_timeout_secs';
      imss=#\q

      The result should look like this:

      /opt/trend/imss/PostgreSQL/bin/psql -U sa -d imss
      imss=#update tb_global_setting set value='120' where name='send_timeout_secs'; UPDATE 1
      imss=#update tb_global_setting set value='120' where name='recv_timeout_secs'; UPDATE 1
      imss=#\q

   2. Restart the IMSS Services by running the following commands:

      cd /opt/trend/imss/script
      /S99IMSS restart

Scenario 2: LDAP server is configured

• Check if the LDAP server has network connection issues, for example, if the bandwidth to the LDAP server is very small or if the firewall in the middle keeps disconnecting from IMSVA.

  If the LDAP server type is Microsoft Active Directory, use port 3268 (Global Catalogue) instead of 389 (LDAP).

• If you are not using IMSVA policies with LDAP users/groups, disable the Policy Server:
   

  This will not impact the EUQ and LDAP recipient check functionality.
  1. Back up the /opt/trend/imss/config/imss.ini file.
  2. Under the [policy_server] section, add the following line:

     disableldap=yes

      

     If [policy_server] section does not exist, add it at the bottom of the file including the parameter.

     Example:

     [policy_server]
     disableldap=yes

  3. Restart the IMSS Services by running the following commands:

     cd /opt/trend/imss/script
     /S99POLICY restart