The following are steps to narrow down and resolve the issue.
- Navigate to Vision One > Self-Diagnosis > Troubleshooting > Common Troubleshooting Tasks, then click Endpoint Not Found in Endpoint Inventory.
- 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 (Apex One for example), the EPP agent will be identified by a unique Agent GUID on the endpoint.
When the user onboards 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 Apex One, XDR Device ID is usually aligned with Apex One agent GUID.
- For 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 (Apex One or Deep Security On-premise).You can get the Agent GUID as XDR Device ID.
- Apex One Server
Log on to the Server Console and navigate to Agents > Agent Management. Select agent the check column: GUID.
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.
- Apex One Server
- About Agent GUID and XDR Device ID:
- 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.