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Unable to stop or start the Apex One Master Service

    • Updated:
    • 11 Nov 2021
    • Product/Version:
    • Apex One 2019
    • Apex One 2019
    • Apex One 2019
    • Platform:
Summary

One of the basic items in managing the Apex One server application is to stop and start the Apex One Master service. This is a requirement when troubleshooting the Apex One product when you experience any of the following issues:

  • Unable to access the Apex One management console.
  • Restarting the server host machine only enables users to access the Apex One console for about an hour or even less.
  • The following errors appear when starting or stopping the Apex One Master service via the Microsoft Services applet:

    Windows could not stop the Apex One Master Service on local computer.
    Error 1053: The service did not respond to the start or control request in a timely fashion.

Details
Public

To resolve the issue:

  1. Make sure that the latest Microsoft .NET framework is applied to the server hosting the Apex One server application.
  2. Restart the following services via the Windows Services applet:
    • Trend Micro Apex One Master Service
  3. Clear the History, Cache, and Cookies from the web browser.
  4. Launch the Apex One management console using a web browser.
  5. Log on to the Apex One management console.

If the problem persists, identify if the SQL Server that the Apex One Server had gone some recent changes:

  • SQL Server Authentication Mode (Whole SQL Server or per database)
  • SQL Server Connection to the Apex Server, such as Namepipes or network restriction that may be preventing communication between the servers.

For Windows Authentication against MSSQL and domain users, the issue is usually one of the following:

  • Account expired
  • Password expired
  • Account permission issue
  • Password had been changed on the AD Controller side, but the Apex Server still uses the previous credentials to connect to SQL Server.

To resolve these issues, refer to the SQL Transfer Tool section here.

Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
1057936
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