Unable to install the Data Loss Prevention (DLP) plugin of Apex One

Apex OneAll

Last updated: 2022/04/05

Solution ID: KA-0012917

Category: Troubleshoot

When downloading and installing the Data Loss Prevention (DLP) Plugin, the installation fails with the following error:

An update error occurred. Plugin Manager cannot install the plugin program.

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This is caused by remnants from failed download and installation of DLP plugin components.

To resolve the issue, delete the corrupted files from the failed installation.

Stop the following services:
- Apex One Master Service (ofcservice)
- Apex One Plug-in Manager (OfcAoSMgr)
- IIS Admin
Make sure that the following server-side update paths are not updated temporarily (the directory is empty).
C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\Web\Service\AU_Data\AU_Temp
If the files are already downloaded, the button will change to "Install", change the following registry to return the button back to "Download":
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\OfficeScan\service\Aos\OSCE_ADDON_DLP\1_1_1.0.1045
Status=1

Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
Backup and delete the following files inside "C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\Download\Product\osce14\enu":
- AddonSvcDLP.zip
- AddonSvcDLP.sig
- DLPPatchAgent.zip
- DLPPatchAgent.sig
Start the services from Step 1.
Download and install the DLP Plugin from the Plug-in Manager.

If the issue persists, contact Trend Micro Technical Support.

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