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Failure to deploy Apex One Endpoint Sensor policy "Product Communication Error" due to database connection issue

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

When deploying an Apex One Endpoint Sensor policy, it encounters a System Error message:

"Product communication error".

The following logs in ofcdebug.log indicate that Apex One could not communicate with Endpoint Sensor because its database could not been opened.

Root Cause Analysis

There is an indication that Apex One could not communicate with the Apex One Endpoint Sensor because the database could not be opened. The following explains on the ofcdebug.log located at ...\Trend Micro\Apex One\PCCSRV\Log\ofcdebug.log

2020 02/09 05:18:51 [1a3c : 22cc] (00) (E) [CMDHO2][ofcservice.exe]SendPRInfoToiProduct - iProduct: OSF_IPRODUCT_IES, return error: -205 - [cmdho2_osf.cpp(1589)]
 
2020 02/09 04:55:36 [273c : 0050] (00) (F) [-iESServer-][TrendMicroEndpointSensorService.exe][PluginUtil.SqlConnectionClient][IsSQLConnReady] Check connection failed. exception: System.Data.SqlClient.SqlException (0x80131904): Cannot open database "TrendMicro_ApexOne-iES" requested by the login. The login failed.
Details
Public

To resolve the issue:

  1. Locate the config.xml located in "C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iES\.
  2. Check and configure the following:
    • If the Username and Password are correct and the same
    • Change the sync_enable to "0" to avoid synchronizing the wrong database from Apex One.
    <SQLServer>
     
    <source>192.168.109.72</source>
     
    <database>WIN-JT3FFQMNACU-ApexOne-iES</database>
     
    <username>%USERNAME%</username>
     
    <password>%PASSWORD%</password>
     
    <windows_auth>0</windows_auth>
     
    <connection_timeout>30</connection_timeout>
     
    <bulk_batch_size>5000</bulk_batch_size>
     
    <sync_enable>0</sync_enable>
     
    </SQLServer>
     
  3. Verify if the issue still occurs.
Premium
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Rating:
Category:
Troubleshoot
Solution Id:
000250839
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