This article contains information on the new Troubleshooting Setting feature for Apex One as a Service.
Trend Micro constantly monitors your Apex Central as a Service servers and Security Agents for irregularities. Our engineers can take proactive actions to compensate for issues related to server resources, such as hard disk space and memory allocation. However, incorrect server settings or an unsuccessful hot fix deployment may cause service disruptions or unnecessarily high network consumption.
If you grant the necessary permissions, Trend Micro engineers can take proactive, preventative measures to ensure the continuity of your business operations without interrupting you with numerous email messages and notifications. With your permission, Trend Micro engineers can take the following actions to remotely troubleshoot and, in some cases, fix issues in your Apex Central as a Service environment.
|Target||Triggers for Trend Micro Support to Take Action||Possible Remediation Actions|
Assess server settings and perform debug log collection
Allow Trend Micro Technical Support to enable debug logging and collect Windows Event Log and Performance Counter data for troubleshooting purposes
Allow Trend Micro Technical Support to take proactive, remote troubleshooting actions on the Security Agent program
To provide this function, a new Task is added under Task Scheduler on the Apex One Security Agent: Trend Micro Apex One Security Services Support Connector
This task is run daily and upon user log in to check for the Support Package from Trend Micro backend servers. Support Packages are generated by Trend Micro Technical Support Engineers to perform the Remediation Actions listed above based on permissions provided.