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Policy Deployment status is stuck at "Pending: Waiting for product agent" because the IIS Server is handling too many requests

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

When deploying policies from Apex Central to Apex One, all agents show the "Waiting for product agent" status.

Root Cause Analysis

HTTP Error 503 can be seen in the following logs:

  • From Apex One ofcdebug.log located at ...\Trend Micro\Apex One\PCCSRV\Log\:
    • These logs correspond to Apex One Vulnerability Protection issue:
      2020 02/27 12:20:14 [0a04 : 21f8] (00) (I) [][ofcservice.exe]BoostHTTPContext::prepareContext - prepare context scheme=[https], host=[DMZTMAO01.interdomain.com], port=[4343], target=[/officescan_ivp/command/osf/OnQuery] - [libosfsvcclienthttpcontext.cpp(228)] 2020 02/27 12:20:14 [0a04 : 21f8] (00) (E) [][ofcservice.exe]BoostHTTPClient::receive - http response code=503 - [libosfsvcclienthttpclient.cpp(101)]
      
    • These logs correspond to Apex One Application Control issue:
      2020 02/27 12:21:14 [0a04 : 22f0] (00) (I) [][ofcservice.exe]BoostHTTPContext::prepareContext - prepare context scheme=[https], host=[192.168.25.113], port=[4343], target=[/officescan_iac/osf/ONQUERY] - [libosfsvcclienthttpcontext.cpp(228)] 2020 02/27 12:21:14 [0a04 : 22f0] (00) (E) [][ofcservice.exe]BoostHTTPClient::receive - http response code=503 - [libosfsvcclienthttpclient.cpp(101)]
      
      
  • From diagnostic.log of Apex Central located under ...\Control Manager\WebUI\WebApp\widget\repository\log\Diagnostic.log
    • Apex One Vulnerability Protection error:
      2020-02-27 12:21:00,208,DEBUG,null,null,[modOSCE IVPProxy][send_policy]URL =
          https://dmztmao01.interdomain.com:4343/officescan_ivp/command
           
      2020-02-27 12:21:00,208,DEBUG,null,null,[modOSCE IVPProxy][send_policy]
          HTTP failed, HTTP status code: [503].
      
    • Apex One Application Control error:
      2020-02-27 12:21:00,208,DEBUG,null,null,[modOSCE IACProxy][send_policy_to_osce_server]In
      2020-02-27 12:21:00,208,ERROR,null,null,[modOSCE IACProxy][send_data]HTTP failed, HTTP status code: [503].
      

The HTTP 503 error may occur if there are too many requests being handled by the IIS server, causing the request limit to be exceeded.

Details
Public

To fix the issue:

  1. Open the IIS Manager, then navigate to Application Pools > OfficeScan_iAC_AppPool and OfficeScan_iVP_AppPool > Advanced Settings.
    1. Change [Queue Length] to 65535 (default: 1000).
    2. Change [Maximum Worker Processes] to 2 or more (default: 1).
  2. Change the IIS "appConcurrentRequestLimit" to 100000 (default: 5000).
    1. You may run the following command via Command Prompt:

      c:\windows\system32\inetsrv\appcmd.exe set config /section:serverRuntime /appConcurrentRequestLimit:100000

    2. Check if the setting below appears in the file. "%systemroot%\System32\inetsrv\config\applicationHost.config"

      <serverRuntime appConcurrentRequestLimit="100000" />

  3. Restart the IIS Manager and the Apex One Master Service then redeploy the policy.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000250835
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