Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Endpoints with WFBSS agent installed remain in the Unmanaged Endpoint tab of Remote Manager (TMRM)

    • Updated:
    • 2 Feb 2021
    • Product/Version:
    • Remote Manager All
    • Platform:
Summary

Endpoints with WFBSS agent installed remain in the Unmanaged Endpoints tab of the Connectwise Automate (CWA) plug-in client dashboard.

Unmanaged Endpoints

Details
Public

To resolve the issue:

  1. Check and verify that the customer mapping of the problematic endpoints is correct.

    Customer Mapping

    If mapped incorrectly, go to the [Trend Micro Customer] tab > select the problematic customer > click Disconnect Client from Trend Micro Account.

    Disconnect Customer

  2. Log on to the WFBSS console.
  3. Verify if the problematic endpoints actually exist on the matched WFBSS console device list and that their status is ONLINE.
  4. On the Remote Manager side, check as well if the problematic Endpoint is ONLINE.

    WFBSS Console

  5. Reload the following Trend Micro Worry Free plugins from the Plugin Manager:
    • Advanced > Reload Plugins > Reload DBAgent Plugins
    • Advanced > Reload Plugins > Update Remote Agent Plugins
    • Advanced > Reload Plugins > Reload Control Center Plugins
  6. Reload "Automate CC (Control Center) : close Automate CC program (LTClient.exe)" and restart again to finish the whole reload process.

    Reload Plugin

  7. Log in to Connectwise Database.
  8. Check and verify that all eight (8) plugin_wfbss_* tables exist.

    DB Schema

If all the above details have been configured and set up correctly but the issue still persists, kindly collect CWA debug logs for further investigation:

  1. Log in to the TMRM console.
  2. Go to Administration > Download Diagnostic Tools.
  3. Download the Connectwise Automate tool and then move it to the Automate server machine.

    Debug Log

  4. Extract CWA_Diagnostic_Tool.zip and then open the Samples folder.
  5. Open "How to used diagnostic.docx" to know how the debug tool works.

    Debug Log

  6. Provide CWA Diagnostic Logs to Trend Micro Technical Support for further analysis.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000285531
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.