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.

   

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

   

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

   

   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.

   

   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The issue may also occur if the version of your Sync Client is outdated.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.