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Frequently Asked Questions (FAQs) about Trend Micro Apex One™

    • Updated:
    • 10 Jan 2022
    • Product/Version:
    • Apex One
    • Apex One
    • Platform:
Summary

This article answers the most common questions about Apex One, organized by topic:

Details
Public

To protect endpoints, on or off the corporate network, against malware, Trojans, worms, spyware, and ransomware, follow this best practice guide for Apex One and/or enable the Apex One ransomware protection feature.

For more information about Trend Micro's recommended configuration for various products and important software updates to better protect against and combat ransomware, please read this article .

Check out this list of Apex One server directory files that you can safely remove to free up disk space.

This article lists the URLs that must be allowed to pass through the firewall in order for Apex One to continue working properly.

This article enumerates the best practices when using the Apex One agent in a Virtual Desktop Infrastructure (VDI) environment. You may also configure the VDI following these steps.

Yes, there is. Check out this article if you need to upgrade, install, or reinstall the Apex One server using the same host name, FQDN, and IP address of an old or corrupted server. You can also use it when performing a server or domain migration but you need to retain the current settings and configuration files.

Database and encrypted type files should generally be excluded from scanning to avoid performance and funcitonality issues. Check out the recommended scan exclusion list for Trend Micro Endpoint products.

You can run a Compliance Report (a.k.a. Best Practice Guide Tool) in order to generate a customized report that can tell you if any recommended settings are missing or if there are recommended upgrade requirements.

The Trusted Program List (TPL) provides central process exclusion on a driver level. Read this article for the best practices and other common questions related to this feature.

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Data from individual organizations is carefully protected from any cross-contamination with any other organizations’ data, and stored in the US, Germany, and Japan.

To see more information, refer to our complete list of data centers and authorized data subprocessors and their locations.

Yes. Apex One has features that collect data, and the data collection process is fully compliant with GDPR.

To know about what features collect data, the data transmitted, and the locations on the related product consoles where you can disable the features, refer to the Apex One Data Collection Notice.

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There are different ways to perform a fresh installation, which can be found in the following article: Agent installation methods for Apex One.

You might be using a legacy OS version of Windows that requires SHA-2 code signing support to be installed on the machine. For more information, check out the following article: Unable to install Apex One Security Agent (SA) due to missing SHA-2 code signing.

If this happens after you enter your license key during installation, then this is normal behavior. To proceed without issue, simply follow the steps in this article.

Many third-party antivirus programs may be automatically removed during the Apex One agent installation. Go to this article for more information.

When doing a fresh installation of Apex One with SQL 2019, it may result in an error due to a compatibility issue. To work around it, follow the steps in this article.

When doing a fresh installation of Apex One with SQL 2019, it may result in an error due to a compatibility issue. To work around it, follow the steps in this article.

You can use the Server Migration Tool to help you move your settings or configurations from a previous version to a new version.

Please check the following article for more information as well as possible issues you might encounter and their corresponding solutions: Migrating server configuration using the Server Migration Tool.

It is normal to not be able to unload the Security Agent (SA) using your old unload/uninstall password. To set your new password, follow the steps in this article.

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There are a few ways to uninstall Apex One from clients/agents:

  • Uninstalling the agent from the web console
  • Running the agent uninstallation program
  • Manually uninstalling the agent

You can use the procedures above to uninstall the Apex One agent, remove Apex One components from a machine, and/or troubleshoot problems encountered while removing the Apex One agents.

 
Uninstalling the Apex One agent removes security risk protection.

For detailed steps, please refer to the following article: Uninstalling Apex One agents.

The Common Uninstall Tool (CUT) was designed to forcibly uninstall a corrupted or password-protected Apex One agent. Due to security considerations, you must contact Trend Micro Technical Support in order to obtain it.

Please refer to the following article for more information about the tool i.e. where you can get a copy via your Support Dashboard and how to use it: Information about the Common Uninstall Tool (CUT) for Apex One.

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OfficeScan XG and OfficeScan XG Service Pack 1 (SP1) have already reached their official End-of-Life (EOL) last March 31, 2021.

To ensure that there are no disruptions in your organization's endpoint security, it is highly recommended to upgrade to Apex One.

Also check out the supported upgrade path to Apex One for a smooth transition.

You can manually update the Scan Engine in Apex One by following the steps in this article.

Yes. Please go to the download locations of upcoming patches and hot fixes for Apex One.

You can perform a manual pattern update for an Apex One server without connecting to the internet by following the steps in this article.

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Yes. However, please refer to the following article for more detailed information: Compatibility between Windows 10 and Apex One.

Your current version of the Trend Micro Security Agent might not be compatible with the newer OS build. The following article provides instructions on how to resolve the issue: "Unable to install" error is encountered when upgrading Windows 10 to a later build.

Running Apex One and Windows Defender on the same machine can lead to the following effects:

  • Slow login
  • Application lockup
  • Machine unresponsiveness/hang

Please refer to the following article to resolve any compatibility issues encountered: Windows Defender and Apex One compatibility.

You can create a data link (UDL) file to test the connectivity from a Windows server to a Microsoft SQL server instace and database by following the steps in this article.

If you are encountering an error message when installed the Apex One Security Agent (SA) on your Windows 7 SP1 machine, please follow the steps in this article.

Due to the Microsoft Edge 88 optimizations, Web Reputation features have reduced functionality. For more information, check out this article.

This issue is triggered by a number of things and can be resolved by applying the latest critical patch. Please check out the following article for more information: Sharing violation occurs when saving Microsoft Office files over network shared path.

This is a known issue for all machines that have been upgraded to Windows 10 1903 (i.e during the Windows 10 October 2019 Update). Disabling Windows Defender Tamper Protection is a temporary workaround.

For the product solution and more information, please check out the following article: "Restart your computer to finish installing an update" appears after upgrading machines with Apex One to Windows 10 1903.

Apex One supports SSL but not Transport Layer Security (TLS), which Microsoft Office 365 requires to provide secure communication pathways.

To resolve this compatibility issue, implement the Simple Mail Transfer Protocol (SMTP) relay.

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Category:
Configure; Troubleshoot; Deploy; Install; Upgrade; Remove a Malware / Virus; Uninstall; Update; Migrate; SPEC
Solution Id:
000289244
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