"Unable to connect to the server. It may be invalid settings" error message appears when clicking the Test Connection button in Worry-Free Remote Manager (WFRM)

Support
Solution ID Last Updated
1034892 Date : 2013/02/07 Time:9:07 AM , (PST)


Product/Version Platform
Client Server Messaging Security for SMB - 3.6;Client Server Security for SMB - 3.6;Worry-Free Remote Manager - 2.6, Worry-Free Remote Manager - 3.0, Worry-Free Remote Manager - 3.1;
Windows - 2000 Server SP4, Server 2003 Standard Edition SP1

Problem Description

The following error message appears when you click the Test Connection button in the Agent Configuration Tool of Worry-free Remote Manager:
Unable to connect to the server. It may be invalid settings. Enter valid settings and try again.

Solution

The issue occurs due to any of the following:
[ Expand All ]

 

Security Server of Client Server Security cannot connect to the Internet

The Security Server of Client Server Security for SMB (CS) 3.5/3.6 or Client Server Messaging Security for SMB (CSM) 3.5/3.6 cannot connect to the Internet.
To resolve this, make sure the Security Server can access the Internet.

 

Server adress is incorrect

The WFRM Server address is incorrect.
To fix this, make sure that the FQDN of the WFRM Server is correct. Use the FQDN that corresponds to your region:
  • North America:
    https://wfrm-us.trendmicro.com/RADIANT/SSO/Login.wfrm?TenantID=TM
  • Asia Pacific:
    https://wfrm-apac.trendmicro.com/RADIANT/SSO/Login.wfrm?TenantID=TM
  • Europe/Middle East:
    https://wfrm-emea.trendmicro.com/RADIANT/SSO/Login.wfrm?TenantID=TM
  • Latin America:
    https://wfrm-lar.trendmicro.com/RADIANT/SSO/Login.wfrm?TenantID=TM

 

Proxy setttings are incorrect

If the Security Server is using a proxy server to connect to the internet, the proxy and user authentication settings are not correctly configured.
To fix this, make sure that the proxy and user authentication settings are properly configured.

 

 GUID and certificate are incorrect

If both GUID and certificate are incorrect, do the following:
Edit the GUID
  1. Go to ..\Trend Micro\WFRMAgentForCSM.
  2. Open the AgentSysconFig.xml file using a text editor like Notepad.
  3. Look for the GUID between the parameters "" and "".
  4. Edit the GUID and then save the file.
  5. In the same folder, open the csmSysConfig.xml file using a text editor.
  6. Look for the GUID between the parameters "" and "".
  7. Edit the GUID and then save the file.
  8. Right-click the Worry-Free Remote Manager Agent icon on the task bar and then click Restart Service.
Note: If the error persists, follow the steps below.
Configure the certificate
  1. Log on to the WFRM console.
  2. Double-click the padlock icon on the lower left portion of the browser.
  3. Click Certification Path tab > Equifax Secure Certificate Authority > View Certificate.
  4. Click Details tab > Copy to File.
  5. On the Certificate Export Wizard, click Next.
  6. On File to Export dialog, browse or specify the name of the file you want to export.
  7. Click Next.
  8. Click Finish.
  9. Right-click the WFRM agent icon on the system tray and then select Configure.
  10. On the General tab, click HTTPS > Settings.
  11. On the Root CA certificate path, browse to the location where you exported the certificate.
  12. Click OK.
  13. Click Test Connection.
Reinstall the WFRM Agent
  1. Uninstall the WFRM Agent.
  2. Create a new customer in the WFRM console.
  3. Install the WFRM Agent using the certificate and new GUID created.
  4. Check the connection. The issue should no longer occur.


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