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Cannot login to the web console after upgrading Mobile Security for Enterprise (TMMS) 9.7 to 9.8

    • Updated:
    • 5 Mar 2018
    • Product/Version:
    • Mobile Security for Enterprise 9.7
    • Platform:
    • Windows 2012 Enterprise R2
Summary

Unable to login to the web console after upgrading TMMS from version 9.7 to 9.8, and the following error message appears:

Login Error

Your Session has expired. Log on to the server again.

Details
Public

To resolve the issue, verify if the problem by using a different browser (e.g. Google Chrome, Mozilla Firefox) to login to the console, then do either of the following:

  • If the problem persists on a different browser, contact Trend Micro Technical Support.
  • If the issue does not happen on a different browser, do the following:
    1. Create a backup of the tm_gridrender.js file from the following locations:
      • For 32-bit platforms: C:\Program Files (x86)\Trend Micro\Mobile Security\web\js
      • For 64-bit platforms: C:\Program Files\Trend Micro\Mobile Security\web\js
    2. Download the tm_gridrender.zip, which contains a fresh copy of tm_gridrender.js.
    3. Extract the tm_gridrender.js file, then place a copy to the following directories:
      • For 32-bit platforms: C:\Program Files (x86)\Trend Micro\Mobile Security\web\js
      • For 64-bit platforms: C:\Program Files\Trend Micro\Mobile Security\web\js
    4. Reset the setting of Internet Explorer. Do the following:
      1. Open Internet Explorer.
      2. Click Tools > Internet Options.
      3. Go to the Advanced tab, click Reset..., then tick the Delete personal settings option.
      4. Click Reset, then restart Internet Explorer.

    Once the steps are complete, you will be able to login to the TMMS web console without any problems when using Internet Explorer.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1119426
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