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

Create a technical support case if you need further support.

Troubleshooting guide for update or upgrade issues of Apex One agent(s)

    • Updated:
    • 25 Oct 2021
    • Product/Version:
    • Apex One 2019
    • Apex One as a Service
    • Platform:
Summary

This article will help you address common reasons why you experience update or upgrade issues on your Apex One security agent(s).

Details
Public

On the Apex One server, you can check if the affected agent group is allowed to update all of its components (including hotfixes and the agent program).

You can refer to Apex One clients cannot update or upgrade even when allowed to upgrade and deploy hot fixes to check the affected agent settings.

Check whether the OfcNTCert.dat certificates are the same on both Apex One server and the affected agent Go to Verifying whether the certificates are the same on the Apex One client and server for more information. In case of a mismatch, you can refer to this article to update the server certificate on the agent side.

On the Apex One server, check if there are several .dll and .exe files with invalid digital signatures.

You can refer to Restoring the renamed "_invalid" files using Windows Powershell in Apex One to address the issue.

If you encounter a "Rename-Item : Cannot create a file when that file already exists." error, back-up the invalid files and delete them manually.

On the affected agent, go to ..\Trend Micro\Security Agent\AU_Data\AU_Log\TmuDump.txt and look for the following error:

ActiveUpdate was unable to verify security information. The local trusted information database is corrupted.

If you find the error on the logs, you need to re-create the local signature files. You may do as follows:

  1. On the Apex One server, backup and delete all the .loc and .sig files in ...\PCCSRV\Download\Engine\
  2. Modify the following registry key:
    [HKLM\SOFTWARE\WOW6432Node\TrendMicro\OfficeScan\service\Information]
    ALGS=0
  3. Restart the Apex One Master Service, the .loc and .sig files should be re-created.

On the affected agent, go to ..\Trend Micro\Security Agent\Temp\ and check if you find several files named upgrade_XXXXXXXXXXXXXX created on the same day.

If you find several upgrade files, the affected agent may be experiencing an upgrade loop. Go to the Log Collection section of the article for further information.

If the issue persists, use the Case Diagnostic Tool to collect debugging information. Run it simultaneously on both Apex One server and the affected agent while replicating the issue.

Once done, provide the logs to Trend Micro Technical Support or contact your Technical Account Manager.

Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
000289504
Feedback
Did this article help you?

Thank you for your feedback!


*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.