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"An unknown error occurred during registration" appears in Email Encryption Gateway (TMEEG)

    • Updated:
    • 25 Jan 2016
    • Product/Version:
    • Email Encryption Gateway 5.5
    • Platform:
    • Linux - Red Hat RHEL 3 32-bit
    • Linux - Red Hat RHEL 3 64-bit
    • Linux - Red Hat RHEL 4 32-bit
    • Linux - Red Hat RHEL 4 64-bit
    • Linux - Red Hat RHEL 5 32-bit
    • Linux - Red Hat RHEL 5 64-bit
    • Linux - Red Hat RHEL 6 32-bit
    • Linux - Red Hat RHEL 6 64-bit
    • Linux - SuSE version 10
    • Linux - SuSE version 9
Summary

When you try to register the TMEEG, the following error message may appear:

An unknown error occurred during registration, please try again later or contact Trend Micro Encryption support.

Details
Public

Below are the possible causes of the error message:

  • Email Encryption Gateway Identity
    The error occurs when the gateway identity is shared with other encyrption gateways. For example, if you registered a separate EEG with the same identity, you need to use a different one here. You should change the name and register again.
  • System Date and Time
    The date and time are not correct. Make sure that the system date and time are properly set. During the registration process, a session key is created based on the month.

If neither of the two scenarios apply to you, do the following:

  1. Connect to TMEEG via SSH and start a packet capture using the command below:

    tcpdump -s0 -nn port 53 or port 80 or port 443 -w /tmp/tmeeg_registration_failure.pcap

  2. Change the identity again and reproduce the error.
  3. Take a screenshot of the registration page.
  4. Using pscp.exe from your workstation, get the files from TMEEG:

    pscp.exe root@192.168.0.1:/tmp/tmeeg_registration_failure.pcap
    pscp.exe root@192.168.0.1:/opt/apache-tomcat-5.5.17/logs/catalina*

  5. Replace 192.168.0.1 with the TMEEG IP.
  6. Compress all the above files and submit to Trend Micro Technical Support.
Premium
Internal
Rating:
Category:
Configure; Register
Solution Id:
1054597
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