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Invalid REDIS memory size causes "System Error. Error ID:-1" when deploying policy from Apex Central to Apex One

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

Policy deployment from Apex Central to Apex One Endpoint Sensor fails and returns the following error:

System Error. Error ID:-1

Some issues can be seen in the following logs:

  • In the Apex One_ofcdebug.log located at ...\Trend Micro\Apex One\PCCSRV\Log\
    2019 12/03 13:43:56 [1530 : 0104] (00) (F) [-iESServer-][TrendMicroEndpointSensorService.exe][APIHelper.FastChannelHelper][RunAPI] RunAPI fail.handlerId=HANDLER_ID_UNKNOWN,msgId=0x650011, agentGuid=ED721189-1583-4EE6-831B-3F73956CB04A - [FastChannelHelper.cs(386)]
    2019 12/03 13:46:57 [1b7c : 0094] (00) (F) [-iESServer-][TrendMicroEndpointSensorService.exe][PluginUtil.PlugTask][DoTask] Invalid redis memory size.[CreateServerPolicyTask.cs(114)]
    2019 12/03 13:48:24 [1530 : 00c6] (00) (F) [-iESServer-][TrendMicroEndpointSensorService.exe][APIHelper.FastChannelHelper][RunAPI] RunAPI fail. handlerId=HANDLER_ID_UNKNOWN, msgId=0x650012, agentGuid=FDB6D0CF-0A85-4DB6-8292-47B099FB6073 - [FastChannelHelper.cs(386)]
    2019 12/03 13:48:25 [1b7c : 0091] (00) (F) [-iESServer-][TrendMicroEndpointSensorService.exe][Service.Service1][ProcMsg] Process message failed.msgId=6619154,exception=System.NullReferenceException: Object reference not set to an instance of an object.
    
  • In the Apex Central_diagnostic.log located at ...\Control Manager\WebUI\WebApp\widget\repository\log\Diagnostic.log.
    errCode = 420
    errMessage = Proxy execution failed
    

Root Cause Analysis

This issue occurs because the memory size of REDIS is invalid.

Details
Public

As a workaround to avoid this issue, adjust the maximum memory size of REDIS for Trend Micro Endpoint Sensor. Do the following steps:

 
Due to present limitation, the memory usage of REDIS can only be increased.
 
  1. Stop Trend Micro Endpoint Sensor Server service:

    Trend Micro Endpoint Sensor Service

  2. Update REDIS config value in Trend Micro Endpoint Sensor database:

    UPDATE[-ApexOne-iES].[dbo].[Setting]
    SET[Value] = 8192
    WHERE[Key] like '%/TMSL/Redis/MaxMemorySizeInMB%'

    The figure "8192" means 8192 MB for REDIS, and "ApexOne-iES" is the sample database name.
    To query the current REDIS value:

    SELECT TOP (1000) [Id],[Category],[Key],[Value],[TimeStamp]
    FROM [ApexOne-iES].[dbo].[Setting]
    where [Key] like '%/TMSL/Redis/MaxMemorySizeInMB%'

  3. Start Trend Micro Endpoint Sensor Server service:

    Trend Micro Endpoint Sensor Service

  4. To verify, check if SSO function works. Re-deploy the policy and check it again.

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:
000249804
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