To resolve this issue, follow the recommendations below.

• Check the Agent activation syntax for any typographical errors.

  The following is the syntax for activating the Agent manually:

  dsa_control -a dsm://agents.deepsecurity.trendmicro.com:443/ "tenantID:<tenant ID>" "token:<token>"

  To find the appropriate values for <tenant ID> and <token> in the Workload Security console, go to Support > Deployment Scripts, scroll to the end of the script that is generated, and copy the tenant ID and token values.

  To avoid errors, you can activate the agent through a deployment script. See Use deployment scripts to add and protect computers for details.

• Double-check the Agent-Initiated Activation settings.

  Under Administration > System Settings > Agents, in the Cloud One Workload Security console, verify the Agent-Initiated Activation setting. The Allow-Agent-Initiated Activation box should be checked:

  

• Check the communication between Agent and Manager.

  You can follow these steps to verify the communication of the machine to the Cloud One Workload Security servers:

  1. Open Command prompt. Check if you can resolve the following hostname. If the hostname can't be resolved, fix the DNS settings of the server.

     nslookup agents.deepsecurity.trendmicro.com

     

  2. Do a telnet test to the following URLs:

     telnet agents.deepsecurity.trendmicro.com 443
     telnet dsmim.deepsecurity.trendmicro.com 443

  If the activation is still failing, verify if you have an access list, security group, a Firewall or any device that might be blocking the connection or has SSL inspection enabled. The port number, URLs, IP addresses and protocols being used by Cloud One - Workload Security can be found on this article. If you are using a proxy, you can refer to this article for the configuration steps.

• Verify Agent service status.

  Make sure that the agent service is running. If it is, try restarting the agent service and reactivate the agent again.

  For Windows:

  1. Open Command prompt.
  2. Run the following agent commands:

     cd C:\Program Files\Trend Micro\Deep Security Agent
     dsa_control -s 0 -p <password>

  3. Open Services.msc.
  4. Restart the Trend Micro Deep Security Agent service.
  5. Re-try the agent activation command.

  For Linux:

  1. Run the following command:

     sudo service ds_agent restart

  2. Re-try the agent activation command.