Newly installed agents are not showing in the Apex One Agent Management console

Product / Version includes:

Apex OneAll

Last updated: 2021/08/28

Solution ID: KA-0012064

Category: Configure , Troubleshoot

Summary

Newly installed agents are not reflecting in the Agent Management console due to outdated Database Schema version. With this concern, it cannot insert new agent information to the database when the agent reports to the Apex One server.

Based on Agent’s Conn_YRMMDD.log (C:\Program Files (x86)\Trend Micro\Security Agent\ConnLog):

Agent is on online status.

* Connection status: Online
* Result: Connection established OK.

Based on Agent’s TmuDump.txt (C:\Program Files (x86)\Trend Micro\Security Agent\AU_Data\AU_Log):

Agent location is internal but, it downloads update from the TMAU (Internet).

Downloading [https://osce14-p.activeupdate.trendmicro.com/activeupdate/ini_xml.zip] to
[C:\Program Files (x86)\Trend Micro\Security Agent\AU_Data\AU_Temp\10584_9736\ini_xml.zip]...

Based on Agent’s Ofcdebug.log:

[tmlisten.exe][CAwarenessTypeLocation::CheckEventState] Current location is [Inside Office]

[255c : 2534] (00) (D) [-S-][tmlisten.exe][tmSendLogToHttpServerLwithCallBack] After Post
or Get nError = 200 - [cnttmsoc_tmsock.cpp(4323)]
[255c : 2534] (00) (D) [-S-][tmlisten.exe]tmSendLogToHttpServerLwithCallBack 
- nError == HTTP_STATUS_OK || HTTP_STATUS_NOT_MODIFIED - [cnttmsoc_tmsock.cpp(4350)]
[255c : 2534] (00) (D) [-S-][tmlisten.exe]CServerAuthMgrCln::Verify - >> - 
[auth_serverauthmgrcln.cpp(419)]
[255c : 2534] (00) (D) [-S-][tmlisten.exe]CServerAuthMgrCln::Verify - Start process - 
[auth_serverauthmgrcln.cpp(431)]
[255c : 2534] (00) (D) [-S-][tmlisten.exe]CServerAuthMgrCln::DecodeSignature - Decoded length (256) - 
[auth_serverauthmgrcln.cpp(785)]
[255c : 2534] (00) (D) [-S-][tmlisten.exe]CServerAuthMgrCln::VerifySign - VerifyNotification success - 
[auth_serverauthmgrcln.cpp(389)]
[255c : 2534] (00) (I) [-S-][tmlisten.exe]OfcVerifySignature - [Succ] The signature verification of HTTP 
request 
(/officescan/cgi/isapiClient.dll?SA_ISR=MCExHzAdBgNVBAMTFk9mZmljZVNjYW4gU2VydmVyIE5UU0c%3D
&SA_SN=Cu3Y4pxE2kONat%2BWKiDda
[255c : 2534] (00) (I) [-S-][tmlisten.exe][tmGetCgiRetCode] Return : -39 - [cnttmsoc_tmsock.cpp(3436)]
[255c : 2534] (00) (D) [-S-][tmlisten.exe][tmSendLogToHttpServerLwithCallBack] After tmGetCgiRetCode() 
nError = -39 - [cnttmsoc_tmsock.cpp(4374)]
[255c : 2534] (00) (I) [-S-][tmlisten.exe][tmSendLogToHttpServerLwithCallBack] DeleteFile done, err = 0 - 
[cnttmsoc_tmsock.cpp(4464)]
[255c : 2534] (00) (E) [-S-][tmlisten.exe]tmSingleServerSender - [tmSingleServerSender][SAF] Can't create 
a connection to < APEX ONE SERVER> 
[255c : 2534] (00) (D) [-L-][tmlisten.exe][rtSendUpdateStatusWithPolicy][Update] Failed. Error = -39 - 
[cnttmlis_tmdupd.cpp(2316)]

HTTP STATUS OK. After Post or Get nError = 200
Update failed with nError = – 39

nError -39 means ISAPI_FAIL_NO_SUCH_CLIENT. Some ISAPICLIENT.dll will check the database if the UID exists else would return error -39.

Based on Apex One Server’s SqlMigration.log (C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\Admin\Utility\SQL)

It shows there is not enough disk space that caused failure on updating the database.

Updating database (Failed)
*** Could not deploy package.
Error SQL72014: .Net SqlClient Data Provider: Msg 3202, Level 16, State 1, Line 34 Write on 
"D:\MSSQL13.SQL1\MSSQL\Backup\ApexOne01-20201025-142506.bak" failed: 112(There is not enough 
space on the disk.)
…
Error SQL72014: .Net SqlClient Data Provider: Msg 3013, Level 16, State 1, Line 34 BACKUP DATABASE 
is terminating abnormally.

To resolve this issue:

Verify SQL Schema version in the Database if it is the same version with the Critical Patch Build version of the Apex One server.
1. Check Apex One Build and Version from the console. Go to Help > About.
2. Check DB Schema Version of the Apex One database.
3. Log in to the database using Microsoft SQL Server Management Studio.
4. Execute SQL Query: select * from TBL_OSCEDB_INFO.
5. Database Schema Version is shown under the KEYVALUE column. The following are samples from a working environment:
  - Query Database Schema Version:
  - Apex One Build and Version:

If the Apex One DB schema is different from its Build number, perform the following:

Ensure that the DB server is SQL 2012 or above, as SQL 2008 is not supported.
Ensure that the following configurations from Apex One DB are disabled:
- SQL Cluster
- Mirroring
- Apex One DB is in the availability group
- SQLAlwaysOn

Perform the following to manually upgrade the Apex One DB schema:

Access CMD and run as administrator and navigate to C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\Admin\Utility\SQL.
Type the UpgradeSQLSchema.bat and press Enter.
Verify the SqlMigration.log for a successful command execution.

Sample of successful logs:

Publishing to database 'ApexOne01' on server ‘SQL_SERVER’.
Initializing deployment (Start)
Initializing deployment (Complete)
Analyzing deployment plan (Start)
Analyzing deployment plan (Complete)
Updating database (Start)
Processed 14336 pages for database 'ApexOne01', file 'ApexOne01' on file 1.
Processed 7 pages for database 'ApexOne01', file 'ApexOne01_log' on file 1.
BACKUP DATABASE successfully processed 14343 pages in 2.045 seconds (54.793 MB/sec).
Altering [dbo].[ofn_ConvertEngVerStr2Int]...
Altering [dbo].[ofn_VersionCompare3DotString]...
Altering [dbo].[osp_cb_dbQueryPolicyTrackingClientInfoData]...
Altering [dbo].[osp_cb_dbSetScanConfig]...
Altering [dbo].[osp_cb_dbUpdateAffectedClientStatLog]...
Altering [dbo].[osp_cb_dbUpdateAllLogsToStatLogs]...
Refreshing [dbo].[osp_cb_dbGetOutDateAgentCount]...
Refreshing [dbo].[osp_cb_dbComputeClientUpdateStatus]...
Update complete.
Updating database (Complete)
Successfully published database.

If the issue persists, run CDT simultaneously from the affected Apex One Server and Agent while performing an “Update Now” in the affected machine. Provide the gathered logs and screenshot error with timestamp to Trend Micro Technical Support for further assistance.

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Newly installed agents are not showing in the Apex One Agent Management console

Newly installed agents are not showing in the Apex One Agent Management console

Product / Version includes:

Summary