Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

"Trend Micro Remote Manager encountered an issue..." error message appears when accessing Worry-Free Business Security Services (WFBS-SVC) from Remote Manager (TMRM)

    • Updated:
    • 20 Apr 2018
    • Product/Version:
    • Licensing Management Platform All.All
    • Remote Manager 3.6
    • Remote Manager 5.0
    • Remote Manager 5.1
    • Remote Manager 5.5
    • Remote Manager 5.6
    • Remote Manager 5.6.2
    • Worry-Free Business Security Services 5.7
    • Worry-Free Business Security Services 6.1
    • Worry-Free Business Security Services 6.2
    • Worry-Free Business Security Services 6.3
    • Platform:
    • N/A N/A
Summary

Customers get the following error message when trying to access Worry-Free Business Security Services (WFBS-SVC) via Remote Manager (TMRM):

Trend Micro Remote Manager encountered an issue and was unable to continue. Please try again later.

Trend Micro Micro Remote Manager encountered an issue was unable to continue. Please try again later.

Details
Public

This issue occurs to partners using Licensing Management Platform (LMP) with TMRM.

To resolve the issue:

  1. Log in to the WFBS-SVC using the URL and not through TMRM.
  2. Take note of the error message.

    Take note of the error message

    Click image to enlarge

     
  3. In LMP, check the license status of the customer.

    License status in LMP

    Click image to enlarge

     
    The hyphen symbol means the account is not yet active. Thus, the WFBS-SVC console is not yet accessible through TMRM.
  4. Check the corresponding service plan of the customer.

    Service plan

    Click image to enlarge

     
    The screenshot shows that the WFBS-SVC account will only be fully activated on customer's initial login through WFBS-SVC link.

    If you performed an initial log in, the WFBS-SVC console should now be accessible via TMRM.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1107565
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.