"Request cannot be completed..." error message appears in Hosted Email Security (HES)

- Updated:
- 30 Dec 2019
- Product/Version:
- Hosted Email Security 2.0
- Hosted Email Security 3.0
- Trend Micro Email Security 1.0
- Platform:
- N/A N/A

Summary

You cannot edit the Approved/Blocked list in HES. The Save button is grayed out and you receive the following error message:

Request cannot be completed. There was an internal server error or the network is down. Check your network connection and try again. If the issue persists, contact technical support.

Click image to enlarge

Details

The issue occurs because there is an existing account for the same customer on https://ers.trendmicro.com/ that prevents this configuration option.

To resolve the issue, submit a case to Trend Micro Technical Support and provide the following information:

Activation Code
Username (account used to log in to the HES console)
Screenshot of the error
Any details about an existing account on https://ers.trendmicro.com/.

Rating:

Category:

Troubleshoot

Solution Id:

1103830

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