Steps

The following are steps to narrow down and resolve the issue.

1. Navigate to Trend Vision One > Self-Diagnosis > Troubleshooting > Common Troubleshooting Tasks, then click Endpoint Not Found in Endpoint Inventory.
2. Input the Agent GUID.
    

   The Agent GUID here refers to the XDR Device ID of the Endpoint Basecamp (XBC agent) in Self-Diagnosis.

    
   • About Agent GUID and XDR Device ID:

     In the user's environment, if any Trend Micro Endpoint Protection product (EPP) is installed (Trend Micro Apex One™ for example), the EPP agent will be identified by a unique Agent GUID on the endpoint.
     When the user onboards Trend Vision One, the XDR Device ID will be created along with the installed XBC agent on the endpoint.
     In a general situation, the XDR Device ID is aligned with the Agent GUID of Trend Micro EPP product.

     • For Trend Micro Apex One, XDR Device ID is usually aligned with Trend Micro Apex One agent GUID.
     • For Trend Micro™ Deep Security™, XDR Device ID is usually aligned with Deep Security agent host GUID.
   • How to get XDR Device ID, you can read from the registry of the endpoint:
     • For x64, [Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\TMSecurityService\xdr_device_id]
     • For x86, [Computer\HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\TMSecurityService\xdr_device_id]
     • If you can get the XDR Device ID from the above registry, check whether there is any Trend Micro EPP product installed (Trend Micro Apex One or Deep Security On-premise).You can get the Agent GUID as XDR Device ID.
       • Trend Micro Apex One Server

         Log on to the Server Console and navigate to Agents > Agent Management. Select agent the check column: GUID.

         

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         Agent Registry:

         For x64, [Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\PC-cillinNTCorp\CurrentVersion\GUID]
         For x86, [Computer\HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\PC-cillinNTCorp\CurrentVersion\GUID]

       • Deep Security On-premise

         Log on to the Server Console and navigate to Computers > Columns. Add the Host GUID then get Host GUID.

         

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   • Follow the diagnosis result to fix the issue step by step.
   • If the issue cannot be fixed by Self-Diagnosis, please collect the necessary information and submit cases, or contact Trend Micro Support for further assistance.