"Unable to automatically log on to product" error appears in Command Tracking after changing the IP Address of Apex Central

Product / Version includes:

Apex CentralAll

Last updated: 2021/08/28

Solution ID: KA-0010397

Category: Troubleshoot

Summary

Policy deployment from Apex Central to Apex One fails, and returns the following errors in Command Tracking:

System error. Error ID: -1
Unable to automatically log on to product

Root Cause Analysis

The following errors can be seen in the Diagnostic.log file located at ..\Control Manager\WebUI\WebApp\widget\repository\log\Diagnostic.log

2019-08-29 14:49:30,688,DEBUG,null,null,[HTTPTALK]Failed error code:7
2019-08-29 14:49:30,688,DEBUG,null,null,[HTTPTALK]Failed reason:Failed to connect to 172.24.x.x port 443: Connection refused
 
2019-08-29 14:49:30,688,DEBUG,null,null,[modOSCE Proxy][logon_osce]Send to Default.aspx failed.
URL = https://172.24.x.x:443/WebApp/OfficeScan/Default.aspx?path=/officescan/console/html/cgi/cgiChkMasterPwd.exe err =
Failed to connect to 172.24.x.x port 443: Connection refused
 
2019-08-29 14:49:30,688,DEBUG,null,null,[modOSCE Proxy][logon_osce]Out
2019-08-29 14:49:30,688,DEBUG,null,null,[modOSCE Proxy][proxy_exec]Out
2019-08-29 14:49:30,688,DEBUG,null,null,[PROXY-REQUEST] proxy exec failed: Invalid userid
2019-08-29 14:49:30,688,DEBUG,null,null,WF Response -
 
{"response":"ERR","errcode":413,"timestamp":1567066770,"message":"Proxy execution failed: Invalid userid"}

The issue occurs because the IP address of Apex Central has been changed from initial installation. This results to the failure of both SSO request and policy deployment.

To fix this error, do the following:

On the Apex Central server, perform the following steps:
1. Stop all Apex Central services, including IIS.
  - IIS Admin Service
  - Trend Micro Apex Central
  - Trend Micro Management Infrastructure
2. Find the following registry key on 64bit OS:
  HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\TVCS
  
  Change the value from OLD IP to NEW IP.
  
  It is recommended to use the hostname or FQDN of the Apex Central server to prevent issues that can happen if the IP changes.
3. Navigate to C:\Program Files (x86)\Trend Micro\Control Manager\, and create a backup of the SystemConfiguration.xml file.
4. Open the SystemConfiguration.xml file, search for "m_strWebServer_HostName", and change the value from OLD IP to NEW IP.
  
  It is recommended to used the hostname or FQDN of the Apex Central server to prevent issues that can happen if the IP changes.
5. Start all Apex Central services, including IIS.
  - IIS Admin Service
  - Trend Micro Apex Central
  - Trend Micro Management Infrastructure
On the Apex One console, create a user account, "root", with administrative rights.
To verify, check if SSO function works. Re-deploy the policy and check it again.

Log Collection

Collect CDT Logs by following this KB article.
- Apex Central Server CDT
- Apex One Server CDT
Submit support ticket to Technical Support.

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"Unable to automatically log on to product" error appears in Command Tracking after changing the IP Address of Apex Central

"Unable to automatically log on to product" error appears in Command Tracking after changing the IP Address of Apex Central

Product / Version includes:

Summary