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

Create a technical support case if you need further support.

Deep Security AWS Account Synchronization Failures

    • Updated:
    • 27 Apr 2019
    • Product/Version:
    • Deep Security 10.All
    • Deep Security 11.All
    • Platform:
    • Amazon AMI 32-bit
    • Amazon AMI 64-bit
    • Linux All
    • Oracle Linux 5 32-bit
    • Oracle Linux 5 64-bit
    • Oracle Linux 6 32-bit
    • Oracle Linux 6 64-bit
    • Oracle Solaris 11 SPARC
    • Oracle Solaris 11 x86
    • Red Hat Enterprise Linux 32-Bit
    • Ubuntu 10.04 64-bit
    • Ubuntu 12.04 64-bit
    • Windows 2012 Enterprise
    • Windows 2012 Standard R2
Summary
During the month of April 2019, as new AWS regions were added, Trend Micro Deep Security AWS account synchronization failures were observed by customers.  This issue was a result of an API change in AWS to facilitate the introduction of new AWS regions.

AWS and Trend Micro worked quickly to resolve the issue, and a resolution within AWS was implemented as of 1AM US EDT (UTC -4) on April 27, 2019.  
Details
Public
The following Trend Micro customers would have been impacted if they had met all of the following criteria:
  • Deep Security deployed as software (on premise) or through AWS Marketplace or Azure Marketplace
  • Deep Security Release 10.0 or later
  • One (1) or more AWS accounts (also known as cloud connectors) are configured
Trend Micro Deep Security as a Service (DSaaS) customers were not impacted by this issue.  We are aware that some DSaaS customers were seeing a synchronization error; however, this error was scoped/limited only to the region that failed - not to the synchronization of other regions.
There is a possibility that some affected customers that are using AWS marketplace AMI offers (not SaaS) based on per host-hour consumption-based pricing may observe inaccuracies in the billing for this period.  Trend Micro is in the process of performing the analysis to determine if this is indeed the case and welcomes customers using AWS marketplace AMI offers (not SaaS) to inquire further about the event for more information if necessary.  
Premium
Test Now
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1122565
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.