The issue happens due to a network problem encountered when SMEX tries to access the licenseupdate.trendmicro.com to check the license.
To verify if the network connectivity causes the issue, do the following in the affected SMEX server:
- Ping the licenseupdate.trendmicro.com by navigating to Start > CMD and typing the following:
ping licenseupdate.trendmicro.comThe result should look similar to the following with four (4) successful lines:Click image to enlarge.
- On Windows, go to Start > CMD and type the following:
tracert licenseupdate.trendmicro.comBelow is an example of a successful tracert command:Click image to enlarge.
- Open a browser and download the License Update file.
If one of the steps above is unsuccessful, the machine has a problem in connecting to the license server. It can be a proxy server or firewall that interferes with traffic to or from licenseupdate.trendmicro.com.
To troubleshoot the connectivity error:
- Configure your firewall and/or proxy server to allow HTTP traffic to and from licenseupdate.trendmicro.com for SMEX server.
- If there is a proxy server requiring authentication, configure its value under Administration > Proxy in SMEX console.
- Restart the ScanMail for Microsoft Exchange service. To open the services console, go to Start > services.msc.
If the issue still persists, contact Trend Micro Technical Support and provide the CDT and Wireshark log when trying to update the license.