To resolve the issue:

1. Check and verify that the customer mapping of the problematic endpoints is correct.

   

   If mapped incorrectly, go to the [Trend Micro Customer] tab > select the problematic customer > click Disconnect Client from Trend Micro Account.

   

2. Log on to the WFBSS console.
3. Verify if the problematic endpoints actually exist on the matched WFBSS console device list and that their status is ONLINE.
4. On the Remote Manager side, check as well if the problematic Endpoint is ONLINE.

   

5. Reload the following Trend Micro Worry Free plugins from the Plugin Manager:
   • Advanced > Reload Plugins > Reload DBAgent Plugins
   • Advanced > Reload Plugins > Update Remote Agent Plugins
   • Advanced > Reload Plugins > Reload Control Center Plugins
6. Reload "Automate CC (Control Center) : close Automate CC program (LTClient.exe)" and restart again to finish the whole reload process.

   

7. Log in to Connectwise Database.
8. Check and verify that all eight (8) plugin_wfbss_* tables exist.

   

If all the above details have been configured and set up correctly but the issue still persists, kindly collect CWA debug logs for further investigation:

1. Log in to the TMRM console.
2. Go to Administration > Download Diagnostic Tools.
3. Download the Connectwise Automate tool and then move it to the Automate server machine.

   

4. Extract CWA_Diagnostic_Tool.zip and then open the Samples folder.
5. Open "How to used diagnostic.docx" to know how the debug tool works.

   

6. Provide CWA Diagnostic Logs to Trend Micro Technical Support for further analysis.