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Errors when logging in to the Hosted Email Security (HES) portal

    • Updated:
    • 30 Jan 2015
    • Product/Version:
    • Hosted Email Security - Inbound Filtering 1.9.8
    • Hosted Email Security 1.9.8
    • Hosted Email Security 2.0
    • Platform:
    • Not Applicable N/A
Summary
This article lists the error codes you may encounter when logging in to the Hosted Email Security (HES) console.
Details
Public
Below are the error messages and error code strings that you might encounter:
Error messages
Error MessageDescription
User name and password invalid. Check spelling and capitalization. If using Trend Micro Online Registration account, ensure that "Log on with..." check box is selected. Otherwise, please clear the check box.PLS Web Service authentication or HES / HES - Inbound Filtering local authentication failed. The user name and password do not match.
Unable to authenticate logon credentials. Please try again later. If problem persists, contact your support provider and mention error code: [error code string]Internal error: invoking PLS Web Service failed, accessing HES DB failed, and so on. Customer can contact Support Team with [error code string] for help.
Invalid license. Contact your support provider for assistance and mention error code: [error code string]The license is invalid. You can contact Support Team with [error code string] for help.
User name and password invalid. Please select "Log on with..." check box and log on with your Trend Micro Online Registration account. If still unable to log on, contact your support provider.After the final cutoff day, ordinary customers can only use PLS account to log in.
Error Code Strings
API Code
ValueDescription
1000authenticateAccount API of PLS Web Service
1001fetchAccount API of PLS Web Service.
1002SyncModifiedAC API of PLS Web Service
1003SyncNewAC API of PLS Web Service
9000SyncNewAC API of PLS Web Service
Error Code
ValueDescription
0Succeed
1Authentication failed
2Login site is wrong
3No valid license
100PLS WS Error
200Internal DB Error
300Parameter Error
Error String
ValueDescription
IE1000Meet exception on invoking PLS Web Service.
IE1001PLS Web Service returns invalid result.
IE1002The account is invalid.
IE1003The AC is invalid.
IE1004The AC belongs to another customer.
IE1005The setting for WS is invalid.
IE1006Customers with multiple HES login ID uses PLS Account to login. This is forbidden.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1055046
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