Summary
This article lists the error codes you may encounter when logging in to the Hosted Email Security (HES) console.
Details
Below are the error messages and error code strings that you might encounter:
Error messages
| Error Message | Description |
|---|---|
| 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
| Value | Description |
|---|---|
| 1000 | authenticateAccount API of PLS Web Service |
| 1001 | fetchAccount API of PLS Web Service. |
| 1002 | SyncModifiedAC API of PLS Web Service |
| 1003 | SyncNewAC API of PLS Web Service |
| 9000 | SyncNewAC API of PLS Web Service |
Error Code
| Value | Description |
|---|---|
| 0 | Succeed |
| 1 | Authentication failed |
| 2 | Login site is wrong |
| 3 | No valid license |
| 100 | PLS WS Error |
| 200 | Internal DB Error |
| 300 | Parameter Error |
Error String
| Value | Description |
|---|---|
| E1000 | MSP logged in T2 account and HES account at the same time, it is a known issue in PLS. |
| IE1000 | Meet exception on invoking PLS Web Service. |
| IE1001 | PLS Web Service returns invalid result. |
| IE1002 | The account is invalid. |
| IE1003 | The AC is invalid. |
| IE1004 | The AC belongs to another customer. |
| IE1005 | The setting for WS is invalid. |
| IE1006 | Customers with multiple HES login ID uses PLS Account to login. This is forbidden. |
