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One-Time Report remains in progress status in Control Manager (TMCM) 6.0

    • Updated:
    • 14 Oct 2015
    • Product/Version:
    • Control Manager 6.0
    • Platform:
    • Windows 2003 Server R2
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server R2
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2012 Enterprise
    • Windows 2012 Server Essentials
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
Summary

One-Time report is stuck in progress status in TMCM. The TMCM_CmdHandlerNewReportScheduler.log shows:

09-17 09:39:52,00b20:00c74,[Info], ==> ConnectWithGivenHTTPObject:--> ProtocolType(2), WebServerIP(172.x.x.142), WebServerPort(443), WebServerVirtualPath(/WebApp/Reports/Factory/ReportBuilder), WebServerAuthUser(), WebServerAuthPasswd(*****), CA(), ProxyEnable(0), ProxyType(1), ProxyServerIP(), ProxyServerPort(0), ProxyServerAuthUser(), ProxyServerAuthPasswd(*****) timeout(86400), ResultFile(TempUrlConnection\994523909170915.connect) CompressEncode(deflate), PostData(10E26368), PostDataLen(47), UserAgent()
09-17 09:39:52,00b20:00c74,[Info], ==> SetVerifyHost()
09-17 09:39:52,00b20:00c74,[Info], ==> (0) = SetVerifyHost()
09-17 09:39:52,00b20:00c74,[Info], ==> SetVerifyCA()
09-17 09:39:52,00b20:00c74,[Info], ==> (0) = SetVerifyCA()
09-17 09:39:52,00b20:00c74,[Info], ==> SetCompressEncoding(deflate)
09-17 09:39:52,00b20:00c74,[Info], ==> (0) = SetCompressEncoding()
09-17 09:39:52,00b20:00c74,[Info], ==> pszURL(/WebApp/Reports/Factory/ReportBuilder), pszServer(172.30.0.142), uServerPort(443), pszServerUserName()
09-17 09:39:52,00b20:00c74,[Info],     m_pszURL = https://172.30.0.142:443/WebApp/Reports/Factory/ReportBuilder
09-17 09:39:52,00b20:00c74,[Info],     (0) = curl_easy_setopt(CURLOPT_URL)
09-17 09:39:52,00b20:00c74,[Info], ==> (0) = SetServerInfo()
09-17 09:39:52,00b20:00c74,[Info],     (0) = curl_easy_setopt(CURLOPT_POSTFIELDS)
09-17 09:39:52,00b20:00c74,[Info],     (0) = curl_easy_setopt(CURLOPT_POSTFIELDSIZE)
09-17 09:39:54,00b20:00c74,[Info],     DoConnect: aHttp.Perform() return (7) description=(Couldn't connect to server, couldn't connect to host)
Details
Public

The issue occurs because the TMCM web server IP address has changed. In the current architecture, TMCM would post back the request to web server for one-time report generation. If the web server setting is incorrect, a post-back action could fail and return.

TMCM posts back the request via IP address 172.x.x.142 that is recorded in the registry key that should be 172.x.x.141, according to the information in SystemInfo_NetworkStatus.txt. 

To resolve the issue, you need to reset the web server IP address and create a bind static IP address. Another solution is to set web server IP address as hostname.

To reset TMCM web server IP address:

  1. Open Registry Editor and change value of the registry key:

    HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\TVCS\WebAddress as correct IP address/hostname

  2. Open C:\Program Files (x86)\Trend Micro\Control Manager\SystemConfiguration.xml and change the value of key m_strWebServer_HostName to correct IP address or hostname.
 
  • Restart TMCM service named Trend Micro Control Manager in Services console. 
  • Restart IIS service named World Wide Web Publishing Service in Services console.
  • The One-Time Report should now continue to run.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1112706
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