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"Other internal errors" appears when updating the ScanMail for Exchange (SMEX) license

    • Updated:
    • 19 Nov 2014
    • Product/Version:
    • ScanMail for Exchange 11.0
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
    • Windows 2012 Server Essentials
Summary
When you try to update the license of SMEX using the administrator console, the following error shows:
Other internal errors
Other internal errors
Click image to enlarge.
Details
Public
The issue happens due to a network problem encountered when SMEX tries to access the licenseupdate.trendmicro.com to check the license.
To verify if the network connectivity causes the issue, do the following in the affected SMEX server:
  1. Ping the licenseupdate.trendmicro.com by navigating to Start > CMD and typing the following:
    ping licenseupdate.trendmicro.com
    The result should look similar to the following with four (4) successful lines:
    Ping expected result
    Click image to enlarge.
  2. On Windows, go to Start > CMD and type the following:
    tracert licenseupdate.trendmicro.com
    Below is an example of a successful tracert command:
    Tracert results
    Click image to enlarge.
  3. Open a browser and download the License Update file.
    Download License Update file
If one of the steps above is unsuccessful, the machine has a problem in connecting to the license server. It can be a proxy server or firewall that interferes with traffic to or from licenseupdate.trendmicro.com.
To troubleshoot the connectivity error:
  1. Configure your firewall and/or proxy server to allow HTTP traffic to and from licenseupdate.trendmicro.com for SMEX server.
  2. If there is a proxy server requiring authentication, configure its value under Administration > Proxy in SMEX console.
  3. Restart the ScanMail for Microsoft Exchange service. To open the services console, go to Start > services.msc.
If the issue still persists, contact Trend Micro Technical Support and provide the CDT and Wireshark log when trying to update the license.
Premium
Internal
Rating:
Category:
Troubleshoot; Update
Solution Id:
1105766
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