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Two-way communication port forwarding causes "System error. Error ID: -1" when deploying Apex One Policy

    • Updated:
    • 29 May 2020
    • Product/Version:
    • Apex One 2019
    • Platform:
Summary

There is a failure in deploying policy in Apex One. The following errors can be seen:

  • "System error. Error ID: -1” in Apex One server policy
  • "System error. Error ID: 420” in Apex One security agent

Root Cause Analysis

  • From Apex One ofcserver.ini located at ...\Trend Micro\Apex One\PCCSRV\Private, it shows a different IP Address entry compared to the IP address being accessed by Apex Central during Policy Deployment:
    [SERVER_HOSTINFO]
    IP1=<Different IP Address>
    HOST_NAME=<FQDN of Apex One Server>
    
  • From Agent.ini located under ..\Trend Micro\Apex One\PCCSRV\CmAgent\, it shows the same IP Address found on the diagnostic.log of Apex Central:
    IPAddressList=<IP Address found in diagnostic.log>
    
  • From Product.ini located under ..\Trend Micro\Apex One\PCCSRV\CmAgent\:
    NAT_Enable=1
    NAT_Port=443
    

This issue is caused by a misconfigured Two-way commnunication port-forwarding setting on the Apex One server. From the findings above, the Two-way communication setting (for the NAT environment) is using the IP address found under Agent.ini, instead of the one found under ofcserver.ini.

Details
Public

To resolve this issue, disable Two Way-communication setting found on the Apex One web console under Administration > Settings > Apex Central.

Re-deploy the policy and check if the same issue persists. If the issue persists, do the following:

  1. Collect CDT Log by following this KB article: Using the Case Diagnostic Tool (CDT) to collect the information needed by Technical Support
    • Apex Central Server CDT
    • Apex One Server CDT
  2. Submit support ticket to Technical Support.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000250609
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