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Error ID mapping for policy deployment status of Apex Central

    • Updated:
    • 18 Sep 2019
    • Product/Version:
    • Apex Central 2019
    • Apex Central All.All
    • Apex One 2019
    • Platform:
    • N/A N/A
Summary
This article provides the mapping of error IDs that is displayed in the policy deployment status, such as:

Error ID in Apex Central

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Details
Public

The Policy Status column may have the following status:

Policy StatusDescriptionSuggestions
Product communication errorUnable to access the product console.
  • Check if you can connect to the managed product's web console.
  • Check the setting of the managed product
Unsupported product versionThe managed product version is not supported.Upgrade the managed product to a supported version.
Unable to connect to productApex Central cannot establish a connection with the managed product.
  • Check the connection status of the managed product.
  • Check the network connection
Network configuration errorA network connection error has occurred.Check the network connection.
System error. Error ID: [error ID number]A system error has occurredContact your Trend Micro support representative.
Pending: Managed server deployingN/A
xxx Service: Product communication error.
  • Check if the Apex One server programs can connect SQL database correctly.
  • Check if the Apex One server programs have internal communication issues or not. This can happen when customers replace the Web Host Certificate, or the specified Windows account does not have sufficient web service framework access permissions.
Unactivated Licensexxx Service: Unactivated LicenseCheck if the specified service have the correct license key and service program running correctly.
System error. Error ID: 5xxx Service: Disabled product servicesCheck if the specified server service program is running or not.
System error. Error ID: 5
  • xxx Service: Product communication error.
  • xxx Service: Unable to automatically log on to product.
  • Check if the Apex One server programs have internal communication issue or not. This can happen when customers replace the Web Host Certificate.
  • Check the Apex One server side Web interface permission.
System error. Error ID: 5xxx Service: System error. Error ID: 420.Internal error, contact your Trend Micro support representative.
System error. Error ID: 5
  • xxx Service: 201504423
  • xxx Service: Pending: Waiting for product agent
After getting the policy setting, the product agent did not respond within the expected time. Check the network connection or contact your Trend Micro support representative.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1122453
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