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Missing virtual directories of Apex One features causes "System error. Error ID: 5" when deploying policies from Apex Central

    • Updated:
    • 17 Jun 2020
    • Product/Version:
    • Apex Central 2019
    • Apex One 2019
    • Platform:
Summary

The following are experienced when deploying policies from Apex Central:

  • "System error. Error ID: 5" is received when attempting to deploy policies for the following Apex One features:
    • Vulnerability Protection
    • Endpoint Sensor
    • Application Control
  • "xxx Service: Product communication error" is shown in the description of the error from the Policy Deployment status page

Root Cause Analysis

  • From the Apex Central diagnostic.log..\Control Manager\WebUI\WebApp\widget\repository\log, Apex Central failed to talk to Vulnerability Protection, and show HTTP code 404:
    2020-02-17 12:08:17,691,DEBUG,null,null,[modOSCE IVPProxy][send_policy]URL = https://[FQDN of Apex One Server]/officescan_ivp/command
    2020-02-17 12:08:17,691,DEBUG,null,null,[modOSCE IVPProxy][send_policy]HttpStatusCode = 404
    2020-02-17 12:08:17,691,DEBUG,null,null,[modOSCE IVPProxy][send_policy]HTTP failed, HTTP status code: [404].
    
  • From Apex One IIS log located at C:\inetpub\logs\LogFiles\W3SVC3, 404 errors can be seen for the Apex One features:
    2020-02-17 12:18:18 fe80::51df:adeb:c970:da00%3 POST /officescan_tmsmconsole/osf/v1/Test - 4343 - 
        fe80::51df:adeb:c970:da00%3 ApexOne-OSF_IPRODUCT_TMSM - 404 0 2 0
    
    2020-02-17 12:18:22 fe80::51df:adeb:c970:da00%3 POST /officescan_iesconsole/osf/V1/OsfQueryTask - 4343 - 
        fe80::51df:adeb:c970:da00%3 ApexOne-MSVC-OSF_IPRODUCT_IES-OSF_ONQUERY_CMA_SERVER_STATUS_LOG - 404 0 2 0
    
    2020-02-17 12:18:22 fe80::51df:adeb:c970:da00%3 POST /officescan_ivp/command/osf/OnQuery - 4343 - 
        fe80::51df:adeb:c970:da00%3 ApexOne-MSVC-OSF_IPRODUCT_IVP-OSF_ONQUERY_CMA_SERVER_STATUS_LOG - 404 0 2 0
    
    2020-02-17 12:18:22 fe80::51df:adeb:c970:da00%3 POST /officescan_iatas/osf/iatas_api/v1/resourcedata - 4343 - 
        fe80::51df:adeb:c970:da00%3 ApexOne-MSVC-OSF_IPRODUCT_IATAS-OSF_ONQUERY_CMA_SERVER_STATUS_LOG - 404 0 2 0
    
  • On Apex One server applicationHost.config located at c:\windows\system32\inetsrv, it can be observed that the virtual directories for the Apex One features are missing:

    applicationHost.config

Based from the findings above, the policy deployment error happens because the respective virtual directories of the Apex One features are not found.

Details
Public

To resolve this issue:

  1. Open a command prompt with administrative privileges.
  2. Change the directory to c:\windows\system32\inetsrv.
  3. Run the following commands:
    • appcmd add app /site.name:"OfficeScan" /path:"/officescan_ivp" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iVP\Web" /applicationPool:"OfficeScan_iVP_AppPool"
    • appcmd add app /site.name:"OfficeScan" /path:"/officescan_iesagent" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iES\Web\FastLaneChannel" /applicationPool:"OfficeScan_iESAgent_AppPool"
    • appcmd add app /site.name:"OfficeScan" /path:"/officescan_iesconsole" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iES\Web\ConsoleChannel" /applicationPool:"OfficeScan_iESConsole_AppPool"
    • appcmd add app /site.name:"OfficeScan" /path:"/officescan_iac" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iAC\Web\ACServerWebApp" /applicationPool:"OfficeScan_iAC_AppPool"
    • appcmd add app /site.name:"OfficeScan" /path:"/officescan_iac/osf" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iAC\Web\OSFChannel" /applicationPool:"OfficeScan_iAC_AppPool"
    • appcmd add app /site.name:"OfficeScan" /path:"/officescan_iatas" /physicalPath:"C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iATAS" /applicationPool:"OfficeScan_iATAS_AppPool"
  4. Open the the applicationHost.config located at c:\windows\system32\inetsrv, and confirm that the virtual directories are now present:

    applicationHost.config

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Category:
Troubleshoot
Solution Id:
000250612
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