Product Directory is empty when creating/modifying a policy while using the "Filter by Criteria" option in Apex Central

Apex Central2019

Last updated: 2021/08/28

Solution ID: KA-0010604

Category: Troubleshoot

On the Policy Management, users may encounter the following:

When creating a policy in Apex Central, which uses 'Filter by Criteria' to select targets, nothing is visible under 'Directories: -> Product Directory'.
When creating a policy in Apex Central, which uses 'Specify Target(s)' to select targets, endpoints are visible in 'Browse -> Directory: -> Product Directory'.

Filter by Criteria

Root Cause Analysis

The following line is seen on the UI_Debug.log file, located in ..\Trend Micro\Control Manager\DebugLog\:

Translate data to JSON format fail !!. Exception : The given key was not present in the dictionary.

The issue is related to a possible abnormal data in the Apex Central database in the SQL Server.

This issue can be fixed applying Hot fix 10033991 for Apex Central.

Contact Trend Micro Technical Support for assistance in obtaining and intalling the hot fix.

If the issue persists even after installing Hot fix 10033991, do the following:

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