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This issue is often caused by misconfiguration of the Integration Settings. To resolve this:

  1. On the Integration Settings, ensure that the Root DN is correct. For example, if your domain is ADDNS.local, the value should be DC=ADDNS, DC=local.
     
    The value of DC is case-sensitive
     
  2. Click Save.
  3. On the Synchronization Tool tab, click Generate New Code to get a new pairing code.
  4. Follow the Setup instructions to re-synchronize the Active Directory.

If the issue still persists, provide the following to Trend Micro Technical Support:

  • ..\Trend Micro\Trend Micro Common AD Service\ADSyncAgent\ldapSyncAgent.log
  • ..\Trend Micro\Trend Micro Common AD Service\ADSyncAgent\ldapSync.ini