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

Create a technical support case if you need further support.

"Invalid HES account name or authentication key" appears when trying to sync Active Directory with Hosted Email Security (HES)

    • Updated:
    • 4 Aug 2016
    • Product/Version:
    • Hosted Email Security 2.0
    • Platform:
    • Not Applicable N/A
Summary

The HES Active Directory Sync Client does not recognize your account as valid. You get the following error message:

Invalid HES account name or auhentication key. It is suggested to make sure your input is correct and try again.

Details
Public

To resolve the issue:

  1. Ensure that the Active Directory Sync Client has the correct configuration.
    • The username should be your HES log-in name.
    • The service authentication key is the current key seen in the Administration > Web Services & Tools key page of your HES account.
    • The proxy settings are correctly configured.

    Active Directory Sync Client configuration

  2. Enable the Web Service Application in Administration > Web Services > Application of your HES account.

    Enable applications

  3. Try to sync the agent again by clicking Sync Now.

    Active Directory settings

    If the sync still fails, try to generate a new service authentication key on the HES console by going to Administration > Web Services and clicking Generate New Key button.

    Web services

    Try synching the agent again.

The issue may also occur if the version of your Sync Client is outdated. To resolve this:

  1. Uninstall HES Active Directory Sync Client using the Add or Remove Programs feature of Windows.
    1. Go to Start > Control Panel > Add or Remove Programs.
    2. Select HES Active Directory Sync, then click Remove.
  2. Restart the server.
  3. Manually remove the remaining files.

     
    By default, these are files located in:C:\Program Files\Trend Micro\HES Active Directory Sync Client.
  4. Log on to the HES console.
  5. Go to Administration > Web services & Tools.
  6. Download a copy of the Active Directory Sync Client.

     
    Do not use the one that you have. If you already downloaded one, redownload it.
  7. Install the new version.
    1. Extract the files from the zip file.
    2. Run the setup.exe file.
Premium
Internal
Rating:
Category:
Configure
Solution Id:
1053969
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.


Need More Help?

Create a technical support case if you need further support.