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Unable to access or upgrade Apex One Mac console after installing Apex One Patch 3 (Build 8358)

    • Updated:
    • 26 Nov 2020
    • Product/Version:
    • Apex One (Mac)
    • Apex One 2019
    • Platform:
Summary

The following scenario would occur if Apex One (Mac) 3.5.2217 is not installed prior on installing Apex One Patch 3 (8358) (e.g Apex One (Mac) 3.5.2141).

patch

Apex One Mac web console cannot be accessed.

web console cannot be accessed

Apex One (Mac) Main Service does not start, and the latest Apex One (Mac) 3.5.2217 patch cannot be installed.

web console cannot be accessed

In the Apex One Mac debug log located at ...\Trend Micro\Apex One\Addon\TMSM\debug.log

2020-07-02 13:30:26 296316 [20] DEBUG TMSMMainService - [GetOsfWebApiUrl] OSF system call url: (https://SERVER.DOMAIN.com:4343/officescan/osfwebapp/api/v1/SystemCall) [0]
 
2020-07-02 13:30:26 296316 [20] DEBUG TMSMMainService - [RegisterOSF] Response content: {"system_call_id":"OSF_SYSCALL_ONREGISTER","system_call_result_data":{"result_code":10005,"result_data":"Internal operation error"}} [0]
 
2020-07-02 13:30:54 93 [4] ERROR TMSMMainService - Error occurs when starting service. [0]
System.Security.Cryptography.CryptographicException: The parameter is incorrect.

Root Cause Analysis

Apex One Patch 3 has enhancement on password encryption algorithm causing Apex One (Mac) 3.5.2141 a database connection problem. This causes a problem accessing the web console and upgrading to Apex One (Mac) 3.5.2217.

Details
Public

To resolve this:

  1. Download Recovery.zip to the Apex One (Mac) server.
  2. Open a Command prompt with admin permission, and change the directory to the extracted folder, "..\Downloads\Recovery" for example.
  3. In the Command prompt, run the following command:

    TMSMDBTool.exe --oscedbinfotoreg

  4. Go to Apex One console and open the "Plug-ins" page.
  5. Upgrade to Apex One (Mac) 3.5.2217.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000258655
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