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Improper database configuration causes "System Error. Error ID:-1" when deploying Vulnerability Protection (VP) from Apex Central

    • Updated:
    • 23 Jun 2020
    • Product/Version:
    • Apex Central All
    • Apex One All
    • Platform:
Summary

Deploying Apex One Vulnerability Protection from Apex Central fails and returns the following error message:

System Error. Error ID:-1

Root Cause Analysis

The following issues can be observed:

  • In msinfo.nfo, the status of Trend Micro Vulnerability Protection Service is Stopped.
  • In the ivp_server0.log file located at ...\Trend Micro\Apex One\iServiceSrv\iVP, the following error can be seen:
    SEVERE: Failed to start iVP server.
    com.microsoft.sqlserver.jdbc.SQLServerException: The connection to the host HCOSCEQ01, 
    named instance SQLEXPRESS failed. Error: "java.net.SocketTimeoutException: Receive timed out". 
    Verify the server and instance names and check that no firewall is blocking UDP traffic to port 1434. 
    
    For SQL Server 2005 or later, verify that the SQL Server Browser Service is running on the host. at
    com.microsoft.sqlserver.jdbc.SQLServerException.makeFromDriverError(SQLServerException.java:228)
    

The issue happens because of a database misconfiguration, which causes the connection failure (timeout) when the Apex One Vulnerability Protection server tries to connect to the database.

Details
Public

This fix the issue:

  1. Check if you can start "Trend Micro Vulnerability Protection Service" manually. If the service cannot be started manually, proceed to the next step.
  2. Open the IIS Management Console, navigate to IIS > Server > Application Pools, and check if the OfficeScan_iVP_AppPool is started. If issue persists, proceed to the next step.
  3. Check the following:
    • Open the SQL Server Configuration Manager, navigate to SQL Native Client(*) Configuration > Client Protocols and verify the following:
      • TCP/IP protocol is Enabled
      • Named Pipes is Enabled

      If you changed the configuration, restart SQL Server Services.

    • Check if SQL server default port 1433 is listening. If not, make sure to set SQL server to listen on port 1433.
    • Make sure that the firewall is not blocking TCP/IP traffic to port 1433/1434.
    • Start SQL server browser service if necessary.

After following the steps, check if the Apex One Vulnerability Protection policy can be deployed successfully.

Log Collection

  1. Collect CDT Logs by following this KB article.
    • Apex Central Server CDT
    • Apex One Server CDT
  2. Submit support ticket to Technical Support.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000249246
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