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The SecureCloud agent cannot perform agent-to-server transacations

    • Updated:
    • 26 May 2014
    • Product/Version:
    • SecureCloud 2.0
    • SecureCloud 3.6
    • Platform:
    • CentOS 5.6 32-bit
    • CentOS 5.6 64-bit
    • CentOS 5.7 32-bit
    • CentOS 5.7 64-bit
    • CentOS 5.8 32-bit
    • CentOS 5.8 64-bit
    • CentOS 6 32-bit
    • CentOS 6.1 32-bit
    • CentOS 6.1 64-bit
    • CentOS 6.2 32-bit
    • CentOS 6.2 64-bit
    • Linux - Red Hat RHEL 5 32-bit
    • Linux - Red Hat RHEL 5 64-bit
    • Linux - Red Hat RHEL 5.6 32-bit
    • Linux - Red Hat RHEL 5.6 64-bit
    • Linux - Red Hat RHEL 5.7 32-bit
    • Linux - Red Hat RHEL 5.7 64-bit
    • Linux - Red Hat RHEL 5.8 32-bit
    • Linux - Red Hat RHEL 5.8 64-bit
    • Linux - Red Hat RHEL 6 32-bit
    • Linux - Red Hat RHEL 6 64-bit
    • Linux - Red Hat RHEL 6.1 32-bit
    • Linux - Red Hat RHEL 6.1 64-bit
    • Linux - Red Hat RHEL 6.2 32-bit
    • Linux - Red Hat RHEL 6.2 64-bit
    • Windows 2003 Datacenter
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2012 Enterprise
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows 7 Ultimate 32-bit
    • Windows 7 Ultimate 64-bit
Summary
The SecureCloud agent is unable to perform agent-to-server transactions during provisioning or configuration.
Details
Public
The issue occurs if the agent cannot resolve the Fully Qualified Domain Name (FQDN) address of the KMS through DNS.
For all versions, do any of the following:
Option I: Add another DNS server that can fix the KMS FQDN address
  • For Linux, add a new nameserver on /etc/resolv.conf.
  • For Windows, add an alternate DNS server that can resolve the KMS FQDN address on your network settings.
Option II: Add DNS forwarder entries
If you are using a local DNS server, ask the administrator to add a DNS forwarder entry to a DNS that can resolve the KMS FQDN to the DNS server.
Option III: Add an IP mapping
To modify the host file and add an IP mapping:
  • For Windows, edit %systemroot%\drivers\etc\hosts.
  • For Linux, edit /etc/hosts.
Note: For an updated IP information of the SaaS version of SecureCloud, you may use online DNS query tools to check the IP information of the SaaS KMS (ms.securecloud.com).
For SecureCloud 3.6 SP2, the agent can now use an exclusive hosts file where you can add IP mappings for the KMS FQDN. The SecureCloud agent host file is located at:
  • For Linux: /var/lib/securecloud/hosts
  • For Windows: C:\Program Files (x86)\Trend Micro\SecureCloud\Agent\hosts
Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1103563
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