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Unable log in to the Mobile Security (TMMS) Web Console when TLS 1.1 or 1.2 are enabled

    • Updated:
    • 20 Jan 2021
    • Product/Version:
    • Mobile Security For Enterprise 9.8
    • Platform:
Summary

The following error is encountered when trying to log on to the TMMS web console:

"Unable to access server. Check your network connection and try again. If he problem persists, contact your network administrator"

Below is an analysis of this issue:

  • The TMMS Database will not install when TLS 1.1 and 1.2 are enabled.
  • The Mobile Security Service stays running.
  • As verified, there is no database installed:

The cause of the issue is that the Mobile Security server cannot connect to the SQL server due to the TLS version enabled.

Details
Public

To resolve the issue, follow these steps:

  1. Download the database schema here.
  2. Open the SQL Management Studio.
  3. Right-click Database then click Restore Database.

  4. Click Device.

  5. Locate the database file that you downloaded and click OK.

  6. Modify the database name under TMDatabase.ini with the restored database.
  7. Modify TMDatabase.ini by adding the following line:
    DriverType=MSOLEDBSQL
    
    EncryptEntireData=true
    
  8. Restart the Trend Micro Mobile Security service.
  9. Verify if the database is now visible on the SQL Management Studio. Also verify if the TMMS web console can be accessed access.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000284201
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