Missing virtual directories of Apex One features causes "System error. Error ID: 5" when deploying policies from Apex Central

Product / Version includes:

Apex Central2019 , Apex One2019

Last updated: 2024/05/20

Solution ID: KA-0010451

Category: Troubleshoot

Summary

The following are experienced when deploying policies from Apex Central:

"System error. Error ID: 5" is received when attempting to deploy policies for the following Apex One features:
- Vulnerability Protection
- Endpoint Sensor
- Application Control
"xxx Service: Product communication error" is shown in the description of the error from the Policy Deployment status page

Root Cause Analysis

From the Apex Central diagnostic.log..\Control Manager\WebUI\WebApp\widget\repository\log, Apex Central failed to talk to Vulnerability Protection, and show HTTP code 404:

2020-02-17 12:08:17,691,DEBUG,null,null,[modOSCE IVPProxy][send_policy]URL = https://[FQDN of Apex One Server]/officescan_ivp/command
2020-02-17 12:08:17,691,DEBUG,null,null,[modOSCE IVPProxy][send_policy]HttpStatusCode = 404
2020-02-17 12:08:17,691,DEBUG,null,null,[modOSCE IVPProxy][send_policy]HTTP failed, HTTP status code: [404].

From Apex One IIS log located at C:\inetpub\logs\LogFiles\W3SVC3, 404 errors can be seen for the Apex One features:

2020-02-17 12:18:18 fe80::51df:adeb:c970:da00%3 POST /officescan_tmsmconsole/osf/v1/Test - 4343 - 
    fe80::51df:adeb:c970:da00%3 ApexOne-OSF_IPRODUCT_TMSM - 404 0 2 0

2020-02-17 12:18:22 fe80::51df:adeb:c970:da00%3 POST /officescan_iesconsole/osf/V1/OsfQueryTask - 4343 - 
    fe80::51df:adeb:c970:da00%3 ApexOne-MSVC-OSF_IPRODUCT_IES-OSF_ONQUERY_CMA_SERVER_STATUS_LOG - 404 0 2 0

2020-02-17 12:18:22 fe80::51df:adeb:c970:da00%3 POST /officescan_ivp/command/osf/OnQuery - 4343 - 
    fe80::51df:adeb:c970:da00%3 ApexOne-MSVC-OSF_IPRODUCT_IVP-OSF_ONQUERY_CMA_SERVER_STATUS_LOG - 404 0 2 0

2020-02-17 12:18:22 fe80::51df:adeb:c970:da00%3 POST /officescan_iatas/osf/iatas_api/v1/resourcedata - 4343 - 
    fe80::51df:adeb:c970:da00%3 ApexOne-MSVC-OSF_IPRODUCT_IATAS-OSF_ONQUERY_CMA_SERVER_STATUS_LOG - 404 0 2 0

On Apex One server applicationHost.config located at C:\Windows\System32\inetsrv\Config, it can be observed that the virtual directories for the Apex One features are missing:

^{Click the image to enlarge.}

Based from the findings above, the policy deployment error happens because the respective virtual directories of the Apex One features are not found.

To resolve this issue:

Open a command prompt with administrative privileges.
Change the directory to C:\Windows\System32\inetsrv\Config.
Run the following commands:
- appcmd add app /site.name:"OfficeScan" /path:"/officescan_ivp" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iVP\Web" /applicationPool:"OfficeScan_iVP_AppPool"
- appcmd add app /site.name:"OfficeScan" /path:"/officescan_iesagent" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iES\Web\FastLaneChannel" /applicationPool:"OfficeScan_iESAgent_AppPool"
- appcmd add app /site.name:"OfficeScan" /path:"/officescan_iesconsole" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iES\Web\ConsoleChannel" /applicationPool:"OfficeScan_iESConsole_AppPool"
- appcmd add app /site.name:"OfficeScan" /path:"/officescan_iac" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iAC\Web\ACServerWebApp" /applicationPool:"OfficeScan_iAC_AppPool"
- appcmd add app /site.name:"OfficeScan" /path:"/officescan_iac/osf" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iAC\Web\OSFChannel" /applicationPool:"OfficeScan_iAC_AppPool"
- appcmd add app /site.name:"OfficeScan" /path:"/officescan_iatas" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iATAS" /applicationPool:"OfficeScan_iATAS_AppPool"
Open the the applicationHost.config located at C:\Windows\System32\inetsrv\Config, and confirm that the virtual directories are now present:

^{Click the image to enlarge.}

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Missing virtual directories of Apex One features causes "System error. Error ID: 5" when deploying policies from Apex Central

Missing virtual directories of Apex One features causes "System error. Error ID: 5" when deploying policies from Apex Central

Product / Version includes:

Summary