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“Windows could not start the Trend Micro Vulnerability Protection Service..." appears in Apex One

    • Updated:
    • 19 Aug 2019
    • Product/Version:
    • Platform:
    • Windows 2012
    • Windows 2012 R2
    • Windows 2016
    • Windows 2019
Summary

When you start Trend Micro Vulnerability Protection, you encounter the following error message:

Windows could not start the Trend Micro Vulnerability Protection Service on Local Computer. Error 1067: The process terminated unexpectedly

Vulnerability Protection Error

Details
Public

You see the following in the System Event Logs:

Event ID: 7034
Source: Service Control Manager
Level: Error
General: “The Trend Micro Vulnerability Protection Service service terminated unexpectedly. It has done this 10 time(s).”

Based on ivp_server0.log (C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iVP\):

Aug 05, 2019 11:51:21 AM com.trendmicro.ivp.core.command.osf.OSFOnLogCommand run
SEVERE: Unable to send log to OSCE.
com.trendmicro.ivp.integration.osce.osf.webservice.OSFWebServiceException: OSF SystemCall result code: 10006
at com.trendmicro.ivp.integration.osce.osf.webservice.object.OSFWebRequest.getResultData(OSFWebRequest.java:120)
at com.trendmicro.ivp.core.command.osf.OSFOnLogCommand.run(OSFOnLogCommand.java:512)
at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at java.lang.Thread.run(Thread.java:748)

Check the Java Version in Windows:

  1. Open the Start menu and click Control Panel.
  2. Type "Java" into the search field and double-click the Java icon.

    The Java Control Panel appears.

  3. Click the General tab if it is not already open.
  4. Click the About button. It shows:

    Current installed: Version 8 Update 221 (build 1.8.0_221-b11)

  1. Check the iVP server version:
    1. Log in to the Apex One server computer.
    2. Go to the iVP server installation folder (C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iVP).
    3. Right-click the Properties for iVPServer.exe.
    4. Check the Details tab.

      You can find the iVP server version.

      e.g. iVPServer.exe File version: 3.0.0.2041

  2. Check the iVP server installation source file version:

    e.g. C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iVP

    1. Go to C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\Admin\Utility\iServicePackage\iVP.
    2. Find iVPServerInstaller.exe and right-click its Properties.
    3. Check the Details tab.

      You can find the iVPServerInstaller.exe version there.

      e.g. iVPServerInstaller.exe File version: 3.0.0.2041

    4. Check the version for iVPServer.exe and iVPserverInstaller.exe to see whether it is the same or not.

      For example, if the version for iVPserverInstaller.exe is 3.0.0.2055 and the iVPserver.exe version is 3.0.0.2041, then the version is not the same. This means that maybe the upgrade failed for the iVP server.

      The version should be the same for iVPserver.exe and iVPserverInstaller.exe.

  3. Check the BundledJava version:
    1. Log in to Apex One server computer.
    2. Go to C:\Program Files (x86)\Trend Micro\Apex One\BundledJava\Bin.
    3. Check the java.exe version and right-click its Properties.
    4. Check the Details tab.

      You can find the java.exe version there.

      e.g. java.exe File version: 8.33.0.1

      If you see that the bundleJava version is 8.x.x.x (not 11.31.0.11) and the JRE version is 8.x.x.x., the iVP server upgrade will fail. It needs to download JRE 11.31. For example:

      Zulu Community Downloads

    5. Stop Apex One Master Service.
    6. Back up and delete the files in C:\Program Files (x86)\Trend Micro\Apex One\BundledJava\.
    7. Unzip the downloaded JRE files and put all of the files in C:\Program Files (x86)\Trend Micro\Apex One\BundledJava\.
  4. Upgrade iVP server manually:
    1. Open a command line with administrator privilege and cd to C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\Admin\Utility\iServicePackage\iVP.
    2. Type the following command:

      start /wait iVPServerInstaller.exe -q -dir "C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iVP" -VskipOSCEIntegration="true" -VskipPrepareConfig="true" -Dinstall4j.keepLog=true -Dinstall4j.alternativeLogfile="C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iVP\install.log""

    3. Wait for a while then go to C:\Program Files (x86)\Trend Micro\Apex One\iServiceSrv\iVP and check ivp_server0.log to see whether it has an error log or not.
    4. Manually start the Trend Micro Vulnerability Service (iVPServer.exe).

It should run properly now.

 
If the steps above don’t work, please collect the iVP_server0.log file as well as the screenshot for the version of java.exe, iVPserver.exe, and iVPserverInstaller.exe for reference.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1123471
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