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Blank screen appear on the console after applying patch 9629 on the Apex One (Mac) Server

    • Updated:
    • 12 Nov 2021
    • Product/Version:
    • Apex One (Mac)
    • Apex One (Mac)
    • Platform:
Summary

The Apex One (Mac) Console only shows a blank screen when clicking Manage Program after installing the critical patch 9629 of the Apex One Server.

Details
Public

Below are the sample logs indicating the fatal error during installation.

  • TMSM_Preinstall log:
    [9-23-2021 09:12:55][DebugLevel-Info]---Launch TMSM.EXE at 
    	C:\WINDOWS\TEMP\{57CBA7D8-62D0-4F8F-B7CF-C7F06DDE5018}\{585D1C07-4D36-4465-AE4A-FA83DDA71948}\TMSM.exe
    	(c:\ci-jenkins\workspace\TMSM\TMSM-Server-Master\en\installshield\TMSforMacintosh\Script Files\Setup.Rul, 1248)
    
    [9-23-2021 09:12:55][DebugLevel-Info]---The installed version == package version, use repair mode.
    	(c:\ci-jenkins\workspace\TMSM\TMSM-Server-Master\en\installshield\TMSforMacintosh\Script Files\Setup.Rul, 1251)
    
    [9-23-2021 09:15:09][DebugLevel-Error]---TMSM.exe Installation stopped unexpected. 
    	(c:\ci-jenkins\workspace\TMSM\TMSM-Server-Master\en\installshield\TMSforMacintosh\Script Files\Setup.Rul, 1265)
    
    [9-23-2021 09:15:09][DebugLevel-Info]---Set Reg SetupRunning =0 
    	(c:\ci-jenkins\workspace\TMSM\TMSM-Server-Master\en\installshield\TMSforMacintosh\Script Files\Setup.Rul, 1501)
    
    [9-23-2021 09:15:11][DebugLevel-Info]---Check if need to rollback , return 1602 
    	(c:\ci-jenkins\workspace\TMSM\TMSM-Server-Master\en\installshield\TMSforMacintosh\Script Files\Setup.Rul, 259)
    
    [9-23-2021 09:15:11][DebugLevel-Info]---Error message User cancelled installation.
    	(c:\ci-jenkins\workspace\TMSM\TMSM-Server-Master\en\installshield\TMSforMacintosh\Script Files\Setup.Rul, 265)
    
    [9-23-2021 09:15:11][DebugLevel-Info]---Unloading dlls.... 
    	(c:\ci-jenkins\workspace\TMSM\TMSM-Server-Master\en\installshield\TMSforMacintosh\Script Files\Setup.Rul, 1323)
    
    	
    	
    
  • TMSM_Install Log:
    MSI (s) (BC:0C) [09:15:06:136]: Note: 1: 1729 
    MSI (s) (BC:0C) [09:15:06:136]: Product: Trend Micro Security for Macintosh -- Configuration failed.
    MSI (s) (BC:0C) [09:15:06:151]: Windows Installer reconfigured the product. 
    	Product Name: Trend Micro Security for Macintosh. Product Version: 3.5.5371. 
    	Product Language: 1033. Manufacturer: Trend Micro Inc.. Reconfiguration success or error status: 1602.
    MSI (s) (BC:0C) [09:15:06:183]: Deferring clean up of packages/files, if any exist
    MSI (s) (BC:0C) [09:15:06:183]: MainEngineThread is returning 1602
    MSI (s) (BC:58) [09:15:06:183]: No System Restore sequence number for this installation.
    
  • TMSM_serverinfoTool log:
    ERROR [1] ServerInfoTool - System.InvalidOperationException: 
    	This access control list is not in canonical form and therefore cannot be modified.
    	at System.Security.AccessControl.CommonAcl.ThrowIfNotCanonical()
    	at System.Security.AccessControl.CommonAcl.SetQualifiedAce(SecurityIdentifier sid, 
    		AceQualifier qualifier, Int32 accessMask, AceFlags flags, ObjectAceFlags objectFlags, 
    		Guid objectType, Guid inheritedObjectType)
    	at System.Security.AccessControl.DiscretionaryAcl.SetAccess(AccessControlType accessType, 
    		SecurityIdentifier sid, Int32 accessMask, InheritanceFlags inheritanceFlags, 
    		PropagationFlags propagationFlags)
    	at System.Security.AccessControl.CommonObjectSecurity.ModifyAccess(AccessControlModification modification, 
    		AccessRule rule, Boolean& modified)
    	at System.Security.AccessControl.CommonObjectSecurity.SetAccessRule(AccessRule rule)
    	at TMSM.Setup.ServerInfoTool.addReadExecPermission(String dir, String sid)
    	at TMSM.Setup.ServerInfoTool.Main(String[] args) 
    
    System.InvalidOperationException: This access control list is not in canonical form and therefore cannot be modified.
    	at System.Security.AccessControl.CommonAcl.ThrowIfNotCanonical()
    	at System.Security.AccessControl.CommonAcl.SetQualifiedAce(SecurityIdentifier sid, AceQualifier qualifier, 
    		Int32 accessMask, AceFlags flags, ObjectAceFlags objectFlags, Guid objectType, Guid inheritedObjectType)
    	at System.Security.AccessControl.DiscretionaryAcl.SetAccess(AccessControlType accessType, SecurityIdentifier sid, 
    		Int32 accessMask, InheritanceFlags inheritanceFlags, PropagationFlags propagationFlags)
    	at System.Security.AccessControl.CommonObjectSecurity.ModifyAccess(AccessControlModification modification, 
    		AccessRule rule, Boolean& modified)
    	at System.Security.AccessControl.CommonObjectSecurity.SetAccessRule(AccessRule rule)
    	at TMSM.Setup.ServerInfoTool.addReadExecPermission(String dir, String sid)
    	at TMSM.Setup.ServerInfoTool.Main(String[] args)
    
    2021-09-23 09:15:06.0580 INFO [1] ServerInfoTool - 
    

The issue occurs because of the following:

  • The installation was failed when performing security-related operation "SetAccessRule()".
  • The exception was thrown by .NET built function "ThrowIfNotCanonical()"

Further Explanation:

  • The files and folders under "C:\Program Files (x86)\Trend Micro\Apex One\Addon\TMSM" are in "Ace entries not in canonical order"
  • With files/folders not in canonical order. The installer cannot set the file/folder permission which expected during the installation. Also, this means even setting the files/folders permission manually should also be blocked by OS.
  • This is related to something in ACE entries order in the system that is not expected.

To fix the issue, perform the following:

  1. Run the following command in the command prompt (CMD) with admin permission, and reset the Ace entries in canonical order
    icacls "c:\Program Files (x86)\Trend Micro\Apex One\Addon\TMSM" /reset /T /C /L /Q
  2. Rerun the verify command again to confirm all of the folders are in canonical order. If no entry is not in canonical order, the verify command will only show one line "Successfully processed 0 files; Failed processing 0 files"
    icacls "c:\Program Files (x86)\Trend Micro\Apex One\Addon\TMSM" /verify /T /C /L /Q
  3. After resetting the Ace entries orders Please try to reinstall the Apex One (Mac) again.

If the above steps does not resolve the issue, try further actions as followed (try to expand the folder range to AddOn folder):

  1. Run the following command in the command prompt (CMD) with admin permission, and reset the Ace entries in canonical order
    icacls "c:\Program Files (x86)\Trend Micro\Apex One\Addon\TMSM" /reset /T /C /L /Q
  2. Rerun the verify command again to confirm all of the folders are in canonical order. If no entry is not in canonical order, the verify command will only show one line "Successfully processed 0 files; Failed processing 0 files"
    icacls "c:\Program Files (x86)\Trend Micro\Apex One\Addon\TMSM" /verify /T /C /L /Q
  3. After resetting the Ace entries orders Please try to reinstall the Apex One (Mac) again.
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Category:
Troubleshoot
Solution Id:
000289597
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