Smart Scan status of Apex One agents is stuck on "Connecting" status

Last updated: 2022/10/14

Solution ID: KA-0011710

Category: Troubleshoot

The Smart Scan status of Apex One agents is stuck on "Connecting" status, but the connectivity to the main server is working normally.

It is also observed that the Trend Micro Local Web Classification Server service is not starting.

Upon checking the diagnostic.log, located in ..\Trend Micro\Apex One\PCCSRV\LWCS, the following error is seen:

[04580] [ERROR] [lwcs_httpserver.cpp (352)] Deinit CompletionPort failed, ret=-49996

This issue can happen if there is a misconfiguration of the proxy in the Local Web Classification Server on the Main Apex One Server.

To fix the issure:

On the Main Apex One Server, go to the ..\PCCSRV\LWCS directory.
Open the proxy.ini file using a text editor.
Under the [Proxy] section, set the values of the entries below:
UseProxy=0
ProxyServer=
ProxyPort=80
ProxyProtocol=0
ProxyUsername=
ProxyPassword=
RequireAuth=0
Open Command Prompt, and use the following commands to restart the LWCS Service:
net stop TMLWCSService
net start TMLWCSService

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