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