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Unable to open the Deep Security Manager (DSM) console

    • Updated:
    • 21 Sep 2016
    • Product/Version:
    • Deep Security 8.0
    • Deep Security 9.0
    • Deep Security 9.5
    • Deep Security 9.6
    • Platform:
    • HPUX 11.x
    • IBM AIX
    • 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 10
    • Linux - SuSE 11
    • Unix - Solaris (Sun) version 10 (SunOS 5.10)
    • Unix - Solaris (Sun) version 9 (SunOS 5.9)
    • VMware ESX 4.0
    • VMware ESX 4.1
    • VMware ESX 5.0
    • VMware ESXi 4.0
    • VMware ESXi 4.1
    • VMware ESXi 5.0
    • VMware vCenter 5.0
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary
The message “Cannot display the webpage” appears when accessing the DSM console.
Details
Public

Check if the Trend Micro Deep Security Manager Service is running from the services applet

  1. Click Start.
  2. Type “services.msc” in the open field.
  3. From the Services applet, check if Trend Micro Deep Security Manager Services is started.

Check if you used the correct URL to access the DSM console

https://[server FQDN]:[port]

Where:
[server FQDN] is the FQDN of the server where you installed DSM
[port] is the “Manager Port” you specified during the installation (4119 by default)

You can check ..\Program Files\Trend Micro\Deep Security Manager\configuration.properties to verify the port. Look for the “port” parameter.

You may also refer to Workaround I to configure the URL correctly when launching the console.

Check if the Manager Port is open and is not being used by other application

  1. Open a command prompt and execute this command: netstat -nab.
  2. Make sure that the Manager Port is listed.

    --cut--
    Active Connections
    Proto Local Address Foreign Address State
    TCP 0.0.0.0:4119 0.0.0.0:0 LISTENING
    [Deep Security Manager.exe]
    --cut--

    You may also refer to Workaround I to configure the URL correctly when launching the console.

Check the URL when opening the management console

If the DSM console URL is FQDN: http://(server FQDN):4119/ Then change the FQDN to server name or to server IP address:

http://servername:4119/
http://IP_address:4119/

If any of these two options worked, then refer to Workaround II.

Check if your network is using a Web Proxy Server

If yes, then refer to Workaround III.

Check if Active Scripting is disabled

If yes, then refer to Workaround IV.

Workaround I

Check if the URL was correctly configured from the launch URL.

Workaround II

Change the DSM management console shortcut to point to the correct URL.

Workaround III

If your network is using a web proxy server, then do the following:

  1. From the browser menu, click Tools > Internet Options.
  2. Click the Connections tab and then click LAN Settings.
  3. Select Bypass proxy server for local addresses.
  4. Click Advanced and enter the IP address, server name, and FQDN of the DSM server in the Exception List.
  5. Clear the cache.
  6. Close the browser, open a new browser window, and then try accessing the DSM console.

Workaround IV

For further troubleshooting, replicate the issue and send the following to Trend Micro Technical Support:

  1. Log files from DSM.

    To increase the logging lever:

    1. Go to %ProgramFiles%\Deep Security Manager\jre\lib\logging.properties.
    2. Add one or more statements to the end of the log.

      Refer to this KB article: Enabling debug logs in Deep Security Manager (DSM)

    3. Restart the DSM Service.

    Additional messages will now be logged in %ProgramFiles%\Trend Micro\Deep Security Manager\server0.log.

  2. System and Application Event Logs
  3. Diagnostic Package
    1. Open a command prompt and go to %ProgramFiles%\Trend Micro\Deep Security Manager\.
    2. Run the command: dsm_c –action diagnostic

      This will create the diagnostic.zip file in the same folder.

  4. DSM configuration file

    \Program Files\Trend Micro\Deep Security Manager\webclient\webapps\ROOT\WEB-INF\dsm.properties

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1060695
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