This issue is usually caused by a server hardware failure. A new Control Manager (TMCM) server needs to be rebuilt with the same IP Address, hostname, operating system, and service pack as the original one.

To resolve the issue:

1. Install the TMCM program on the newly built server.
   During the installation process, ensure that Control Manager uses the same encryption level as was used in the original installation (Low, Medium, or High).
2. Use the same FQDN name as the previous installation.
3. Specify the database server and the same database name.
4. Provide the complete information needed until the installation is finished.
5. After the installation, apply on the new server the same Service Pack that your original Control Manager server had.
6. Stop the following TMCM Services:
   • Trend Micro Control Manager
   • Trend Micro Management Infrastructure
   • Trend Micro Common CGI
    

   Trend Micro Common CGI is no longer available in TMCM 7.0.
7. Detach the TMCM database, and attach the back-up TMCM database to the Microsoft SQL server.

   You may use SQL Enterprise Manager or use the following SQL scripts to attach and detach the Control Manager database:

   • Detaching the Control Manager database

     use master
     go
     exec sp_detach_db ‘db_ControlManager’
     go

   • Attaching the Control Manager database

     use master
     Go
     exec sp_attach_db ‘db_ControlManager’,’C:\Program Files\Microsoft SQL Server\MSSQL\Data\db_ControlManager.mdf’, ’C:\Program Files\Microsoft SQL Server\MSSQL\Data\db_ControlManager_log.ldf’
     Go

8. Restore the TMCM directory from the back-up folder to the\Program Files\Trend Micro\Control Manager directory on the new server.
   This step will work if the system has the same hostname and IP address. Otherwise, if the IP and hostname are changed, this procedure might not work.
9. Restore the TMI directory from the back-up folder to the\Program Files\Trend Micro\Common\TMI directory on the new server.
10. Restore the following files from the back-up folder to the\Program Files\Trend Micro\CmKeyBackup directory on the new server:
    • AuthInfo.ini
    • TVCS_Cert.pem
    • TVCS_Pri.pem
    • TVCS_Pub.pem
    • Schema.dtd
    • Schema.xml
    • Mrf_entity.bak
    • Mrf_entity.dat
    • Mrf_server.bak
    • Mrf_server.dat
    • tmi.cfg
11. Start the following Control Manager Services:
    • Trend Micro Control Manager
    • Trend Micro Management Infrastructure
    • Trend Micro Common CGI
     

    Trend Micro Common CGI is no longer available in TMCM 7.0.
12. Log into the TMCM Management Console to confirm if your current configurations are restored to their previous settings; if the agents are communicating successfully with the server and the Product entities are getting updated to the latest pattern file.