The following indicators can be used to confirm if the offline issue is related to this:

• Windows event logs has entries shows following exception error:

  Exception Type: ADOException
  Program:[ C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\Web\Service\DbServer.exe ] (14.0.10071) 
  Process ID:[ 8780(0x0000224c) ] Thread ID[ 13080(0x00003318) ]
  Error Code[ -2147217871(0x80040e31) ]
  Error Description[ ADOException: Code meaning = IDispatch error #3121 Source = Microsoft SQL Server Native Client 11.0 Description = Query timeout expired Info = { call .[osp_cb_dbSetAlliProductClientInfoByUID](?, ?, ?, ?, ?) } ]
  Function:[ADOHelper::CADOCommand::Execute] Source file:[ D:\ws\workspace\OSCE\OSCE_Onpremise_2019_Patch6_REL\build\src\Server\DatabaseServer\libADOHelper\CADOCommand.cpp(81) ]
  Parameter Dump: 
  [24aa9ba9-f25b-4d71-9511-fedb0e3f06d2][0x00000008 (8)][eyJFbmdpbmVJbmZvIjpbXSwiUGF0dGVybkluZm8iOltdLCJQbHVnaW5TZXJ2aWNlSW5mbyI6eyJEaXNwbGF5X1ZlcnNpb24iOiIiLCJTTEZfTGFzdENvbXBsaWFudFN0YXRlIjoiMCIsIlNMRl9QbHVnaW5TZXJ2aWNlSUQiOjc0NywiU0xGX1Byb3BlcnR5SUQiOjEyLCJTTEZfU3RhdHVzIjoxLCJTTEZfVmVyc2lvbiI6IiJ9fQoA][29041c7f0994f6a0b90b64977ab389af][1]
  

• Large number of redundant records that does not appear in the table TBL_CLIENT_INFO by executing the following SQL query.

  SELECT DISTINCT UID FROM TBL_ISVC_SERVICE_INFO
  WHERE UID NOT IN (SELECT UID FROM TBL_CLIENT_INFO)
  

To resolve the issue:

1. Apply Apex One Hot Fix build 10123 or later.
2. Execute the SQL query below to remove the redundant record in the table TBL_ISVC_SERVICE_INFO.

   DELETE FROM TBL_ISVC_SERVICE_INFO
   WHERE UID NOT IN (SELECT UID FROM TBL_CLIENT_INFO)