Solution

1. Collect the endpoint's debug log to the Trend Mirco support engineer to debug this issue.
2. Check the "C:\Program Files (x86)\Trend Micro\Endpoint Basecamp\log\EndpointBasecamp.log" and please find the return code of "xbc_status_code", 0 means succeed, below is an example.

   {noformat}

   2022 02/03 14:10:39 [3848 : 10dc] (D) [EndpointBasecamp.exe]taken::Network::PostJson - Json content = {"device_id":"12345678-1234-1234-1234-1234567890ab","exception_detail":{"end_time":1643872239,"os_arch":"x86_64","os_display_name":"Windows 10 Enterprise","os_version":"10.0.19043","platform_type":"desktop","reason":"the response body is null","start_time":1643872239,"tool_version":"1.1.0.2390","xbc_status_code":10000},"exception_type":"get_actions"} - [xbc_network.cpp(71)]

   {noformat}

3. If the xbc_status_code was not the value "0" please contact Trend Micro Technical Support to debug this error.

Solution

Download the XDR check tool to verify the endpointbasecamp.exe is not running.

If not, please rerun the EndpointBasecamp.exe downloaded from the Trend Vision One console so that the client will appear on the list.

1. Open Trend Vision One Console.
2. Go to Endpoint Management > Endpoint Inventory > Agent Installer.
3. Download EndpointBasecamp.exe for Windows.
4. Run the installer on the affected machine.
5. Once finished, check if the client will appear on the list.

Some agents encounter connection problems which could not connect to the correct backend server, making it not appear in the Endpoint Inventory.

Solution

1. Use XDR check tool to verify whether the agent can connect to the backend server, The XDR check tool can be download from URL https://powerbox-file.trend.org/SFDC/external_shared/ce565f1c319ed3cbc5edb3afaa8f85b9.php , with file name "CustomerSuccessTookit***.zip" (*** means the version release timetable), and the unzip password is "trend".

   

   For more XDR backend server information, please refer to this article: Firewall Requirements for Trend Vision One .

2. If the XDR tool has no connection issue, then Export both Trend Vision One and Apex One agent lists devices that need to be corrected.
3. Re-install the BaseCamp installer.
   • Apply XBC uninstall tool to uninstall the XBC.
   • Download and run the Trend Vision One BaseCamp installer on a couple of affected endpoints. Once this is done, verify if these endpoints show up in Trend Micro Vision One.
4. If communication was well and it still fails to communicate to the Trend Vision One after verifying with step 3, then please create a support case and upload the "C:\Program Files (x86)\Trend Micro\Endpoint Basecamp" folder to Trend Micro Technical Support.

Export both Trend Vision One and Apex One agent lists and do a removal of duplicates with something like excel to have a list of devices that need to be corrected, then submit a case and provide the following information:

• Activation Code of the Apex One SaaS (can be found in the Client licensing portal):
• Client License Portal User Name:
• The URL/FQDN of the Apex One as a Service Console:
• XDR Company Name (Found in account settings):
• XDR Company ID (Found in account settings):
• XDR Remote Support Enabled (Settings > Remote Support):