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Missing entry in the php.ini file causes "System error. Error ID: -1" when deploying policies from Apex Central

    • Updated:
    • 19 Jun 2020
    • Product/Version:
    • Platform:
Summary

The Policy Deployment status shows "Unable to deploy: See Command Tracking". Upon checking the Command Tracking page, the "System error. Error ID: -1" message is shown.

Root Cause Analysis

Checking the php-errors.log (located on the Apex Central ..\Trend Micro\Control Manager\DebugLog\..), the error keyword "PHP Fatal error" occurs during processing policy data.

thrown in C:\Program Files (x86)\Trend Micro\Control Manager\WebUI\WebApp\widget\repository\widgetPool\wp1\proxy\modOSCE\OSCE\Proxy.php on line 896

[30-Apr-2020 14:06:42 Asia/Singapore] PHP Fatal error: Uncaught Error: Call to undefined function ProcessPolicyData() in 
    C:\Program Files (x86)\Trend Micro\Control Manager\WebUI\WebApp\widget\repository\widgetPool\wp1\proxy\modOSCE\OSCE\Proxy.php:896

Stack trace:
#0 C:\Program Files (x86)\Trend Micro\Control Manager\WebUI\WebApp\widget\repository\widgetPool\wp1\proxy\modOSCE\OSCE\Proxy.php(532): 
    OSCEProxy->customize_json_data(Array)

After checking further, the entry for php_Ofc.dll is missing from the php.ini file. Without the entry, the PHP process will not load php_Ofc.dll and cause the issue.

Details
Public

To fix the issue, do the following:

  1. Get a copy of the php.ini file from another Apex Central server (..\Trend Micro\Control Manager\PHP\).
     
    If you access to a different Apex Central server is not possible, you can open a case with Technical Support and request a copy.
     
  2. Go back to the affected server, backup then replace the php.ini file under the same path (..\Trend Micro\Control Manager\PHP\).
  3. Restart the following services:
    • Trend Micro Apex Central
    • Trend Micro Management Infrastructure
  4. Redeploy the policy and confirm if the issue is resolved.

If the issue still happens after completing the steps above, do the following:

  1. Collect CDT Logs by following this KB article.
    • Apex Central Server CDT
  2. Submit support ticket to Technical Support.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000256632
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