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"Vulnerability Protection Service: Unknown Error" is displayed on the console of Apex Central

    • Updated:
    • 20 Nov 2020
    • Product/Version:
    • Apex Central 2019
    • Apex One 2019
    • Vulnerability Protection All
    • Platform:
Summary

Some issue are experienced with the Vulnerability Protection Service, and the following can be observed:

  • On the Apex Central Console:

    Apex Central console

    • Policy shows "with issues" because Vulnerability Protection displays the "Unactivated License" error
    • Unable to deploy the license of Vulnerability Protection
  • On the Apex One agent console:
    • The Apex One Vulnerability Protection is disabled on the agent machine

Analysis

  • The following can be seen in the ivp_server0 log gile located at …\Trend Micro\Apex One\iServiceSrv\iVP folder
    Aug 09, 2019 1:39:36 PM com.trendmicro.ivp.core.Core main
    SEVERE: Failed to start iVP server.
    com.microsoft.sqlserver.jdbc.SQLServerException: The server [apex one servername] is not configured to listen with TCP/IP.
            at com.microsoft.sqlserver.jdbc.SQLServerException.makeFromDriverError(SQLServerException.java:228)
            at com.microsoft.sqlserver.jdbc.SQLServerConnection.getInstancePort(SQLServerConnection.java:5923)
            at com.microsoft.sqlserver.jdbc.SQLServerConnection.primaryPermissionCheck(SQLServerConnection.java:2347)
            at com.microsoft.sqlserver.jdbc.SQLServerConnection.login(SQLServerConnection.java:2083)
    
    

Based on the log file, the communication via TCP/IP is disabled. This prevents Vulnerability Protection from starting because it cannot connect to the SQL Server.

Details
Public

To fix the issue, perform the steps below:

  1. On the Apex One Server, navigate to the SQL server.
  2. Enable TCP/IP. Do the following:
    1. Open SQL Server Configuration Manager > [designated SQL Server Network Configuration for apex one] > Client Protocols > TCP/IP.
    2. Double-click TCP/IP. This will open the TCP/IP Properties window.
    3. Click on the dropdown for "Enabled", and choose Yes.
    4. Click OK.

    SQL Server Manager

  3. Restart the following services:
    • SQL Browser Service
    • SQL Service for Apex One
    • Apex One Master Service
    • Trend Micro Apex Central Service

To confirm that the issue is resolved, do the following:

  • Login to the Apex Central console, and navigate to Administration > License Management > Managed Products.
    Vulnerability protection will now be shown as successfully deployed.

    Activated Products

     
    The Activated Products column will display a number to indicate the successful license deployment for the designated product.
     
  • Redeploying the policy from Apex Central will no longer encounter any problems.
  • Vulnerability Protection service is enabled on the agent machine.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000281932
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