Policy Status

Description

Suggestions

Product communication error

Unable to access the product console.

Check if you can connect to the managed product's web console.
Check the setting of the managed product

Unsupported product version

The managed product version is not supported.

Upgrade the managed product to a supported version.

Unable to connect to product

Apex Central cannot establish a connection with the managed product.

Check the connection status of the managed product.
Check the network connection

Network configuration error

A network connection error has occurred.

Check the network connection.

System error. Error ID: [error ID number]

A system error has occurred

Contact your Trend Micro support representative.

Pending: Managed server deploying

N/A
xxx Service: Product communication error.

Check if the Apex One server programs can connect SQL database correctly.
Check if the Apex One server programs have internal communication issues or not. This can happen when customers replace the Web Host Certificate, or the specified Windows account does not have sufficient web service framework access permissions.

Unactivated License

xxx Service: Unactivated License

Check if the specified service have the correct license key and service program running correctly.

System error. Error ID: 5

xxx Service: Disabled product services

Check if the specified server service program is running or not.

System error. Error ID: 5

xxx Service: Product communication error.
xxx Service: Unable to automatically log on to product.

Check if the Apex One server programs have internal communication issue or not. This can happen when customers replace the Web Host Certificate.
Check the Apex One server side Web interface permission.

System error. Error ID: 5

xxx Service: System error. Error ID: 420.

Internal error, contact your Trend Micro support representative.

System error. Error ID: 5

xxx Service: 201504423
xxx Service: Pending: Waiting for product agent

After getting the policy setting, the product agent did not respond within the expected time. Check the network connection or contact your Trend Micro support representative.

System error. Error ID: 5

xxx Service: 201509003

Start agent service fail, check if the agent service status is running
(xxx could be Endpoint Sensor, Application Control, Vunlerabillity Protection)

System error. Error ID: 5

xxx Service: 201509007

Agent init timeout, it can mean that there is an older module of apex one extended features that were still running and cannot be updated.

Error ID mapping for policy deployment status of Apex Central

Product / Version includes:

Apex Central2019 , Apex One2019 , Apex CentralAll

Last updated: 2021/10/14

Solution ID: KA-0009232

Category: Troubleshoot

Summary

This article provides the mapping of error IDs that is displayed in the policy deployment status, such as:

Click image to enlarge.

The Policy Status column may have the following status:

Policy Status	Description	Suggestions
Product communication error	Unable to access the product console.	Check if you can connect to the managed product's web console. Check the setting of the managed product
Unsupported product version	The managed product version is not supported.	Upgrade the managed product to a supported version.
Unable to connect to product	Apex Central cannot establish a connection with the managed product.	Check the connection status of the managed product. Check the network connection
Network configuration error	A network connection error has occurred.	Check the network connection.
System error. Error ID: [error ID number]	A system error has occurred	Contact your Trend Micro support representative.
Pending: Managed server deploying	N/A xxx Service: Product communication error.	Check if the Apex One server programs can connect SQL database correctly. Check if the Apex One server programs have internal communication issues or not. This can happen when customers replace the Web Host Certificate, or the specified Windows account does not have sufficient web service framework access permissions.
Unactivated License	xxx Service: Unactivated License	Check if the specified service have the correct license key and service program running correctly.
System error. Error ID: 5	xxx Service: Disabled product services	Check if the specified server service program is running or not.
System error. Error ID: 5	xxx Service: Product communication error. xxx Service: Unable to automatically log on to product.	Check if the Apex One server programs have internal communication issue or not. This can happen when customers replace the Web Host Certificate. Check the Apex One server side Web interface permission.
System error. Error ID: 5	xxx Service: System error. Error ID: 420.	Internal error, contact your Trend Micro support representative.
System error. Error ID: 5	xxx Service: 201504423 xxx Service: Pending: Waiting for product agent	After getting the policy setting, the product agent did not respond within the expected time. Check the network connection or contact your Trend Micro support representative.
System error. Error ID: 5	xxx Service: 201509003	Start agent service fail, check if the agent service status is running (xxx could be Endpoint Sensor, Application Control, Vunlerabillity Protection)
System error. Error ID: 5	xxx Service: 201509007	Agent init timeout, it can mean that there is an older module of apex one extended features that were still running and cannot be updated.

For Error IDs not listed above, contact Trend Micro Technical Support for further assistance.

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Error ID mapping for policy deployment status of Apex Central

Error ID mapping for policy deployment status of Apex Central

Product / Version includes:

Summary