Findings
This error will not produce any ivp_install.log. An ofcdebug can be collected on the affected agent by following this article instead.
The following entry should be seen in ofcdebug.log:
2020 12/30 17:43:48 [1498 : 2858] (00) (I) [osfExt_iVPClient][tmlisten.exe]osfExt_OnCommand - >>> osfExt_OnCommand - [osfext_ivpclient.cpp(122)]
2020 12/30 17:43:48 [1498 : 2858] (00) (I) [osfExt_iVPClient][tmlisten.exe]InstallIVP - Install iVP to C:\Program Files (x86)\Trend Micro\iService\iVP - [servicecontrol.cpp(227)]
2020 12/30 17:43:48 [1498 : 2858] (00) (D) [][tmlisten.exe]COSFrameworkBuilderImpl::SendSingleCommand - JSON[{"command_data":{"PkgPath":"C:\\Program Files (x86)\\Trend Micro\\OfficeScan Client\\temp\\iServiceInstPkg\\","command_type":"OSF_IAGENT_INSTALL"},"command_id":"OSF_ONCOMMAND_INSTALLATION","product_id":"OSF_IPRODUCT_IVP"}
] - [libosf_command.cpp(68)]
2020 12/30 17:43:48 [1498 : 2858] (00) (D) [][tmlisten.exe]COSFrameworkBuilderImpl::GetCommandId - >>> - [libosf_command.cpp(12)]
2020 12/30 17:43:48 [1498 : 2858] (00) (I) [osfExt_iVPClient][tmlisten.exe]HandleCommand - Installing iVP agent service... - [osfext_oncommand.cpp(452)]
2020 12/30 17:43:48 [1498 : 2858] (00) (D) [osfExt_iVPClient][tmlisten.exe]DecompressFile - DecompressFile: target_folder_path = C:\Program Files (x86)\Trend Micro\iService\iVP - [utilcommon.cpp(342)]
2020 12/30 17:43:48 [1498 : 2858] (00) (I) [osfExt_iVPClient][tmlisten.exe]InstallIVP - iVP Agent service not exist. Will install... - [servicecontrol.cpp(249)]
2020 12/30 17:43:48 [1498 : 2858] (00) (D) [osfExt_iVPClient][tmlisten.exe]DecompressFile - DecompressFile: compress_file_path = C:\Program Files (x86)\Trend Micro\OfficeScan Client\temp\iServiceInstPkg\instupg_iVP_x64.zip - [utilcommon.cpp(341)]
...
2020 12/30 17:43:54 [1498 : 2858] (00) (D) [osfExt_iVPClient][tmlisten.exe]PrepAndLaunchRedirectedChild - got return code -1073741515 - [utilcommon.cpp(163)]
2020 12/30 17:43:54 [1498 : 2858] (00) (E) [osfExt_iVPClient][tmlisten.exe]PrepAndLaunchRedirectedChild - Return code is not zero, err=-1073741515 - [utilcommon.cpp(166)]
2020 12/30 17:43:54 [1498 : 2858] (00) (E) [osfExt_iVPClient][tmlisten.exe]InstallIVP - Unable to complete install command. ret=-1073741515 - [servicecontrol.cpp(277)]
2020 12/30 17:43:54 [1498 : 2858] (00) (D) [osfExt_iVPClient][tmlisten.exe]HandleCommand - ret = -1073741515 - [osfext_oncommand.cpp(457)]
2020 12/30 17:43:54 [1498 : 2858] (00) (E) [osfExt_iVPClient][tmlisten.exe]HandleCommand - status_error_code: 0 - [osfext_oncommand.cpp(492)]
2020 12/30 17:43:54 [1498 : 2858] (00) (E) [osfExt_iVPClient][tmlisten.exe]HandleCommand - Unable to Install iVP agent service. - [osfext_oncommand.cpp(493)]
The following error message will be shown when Apex One Vulnerability Protection is installed manually:
The code execution cannot proceed because VCRUNTIME140.dll was not found. Reinstalling the program may fix this problem.
Root Cause
The error message appears because the VCRuntime component does not exist on the endpoint.
Based on this Microsoft NTSTATUS Values article, return code 1073741515 stands for the following:
Resolution
Install vcruntime 2017 and 2019. The files may be downloaded from this link.
Should issues persist, open a support case with Trend Micro Technical Support and provide the following:
- Case Diagnostic Tool from the affected Apex One agent. Select the following:
- Basic Information
- Installation/Uninstallation Issue
- Enterprise Firewall Issue
- Vulnerability Protection Issue
- Screenshots of the following:
- Apex Central Policy Deployment Error
- Other error messages encountered (if applicable)