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

    • Updated:
    • 9 Apr 2016
    • Product/Version:
    • Licensing Management Platform All.All
    • Remote Manager 3.6
    • Remote Manager 5.0
    • Remote Manager 5.1
    • Worry-Free Business Security Services 5.7
    • 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
     
  3. In LMP, check the license status of the customer.
    License status in LMP
    Note: 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
    Note: 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
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