Trend apex one service crashing on Windows server when trying to upgrade or remove vmware tools 10.3.5

Products

• VMware vSphere ESXi

Issue/Introduction

• Upgrading VMware tools from 10.3.5 to 12.5.1 causes Trend apex one service to crash.
• Trying to un-install VMware tools 10.3.5 also causes Trend apex one service to crash.
• Checking the Windows events we see below message:
  
  Faulting application name: ofcservice.exe, version: 14.0.0.11564, time stamp: 0x63bd4961
Faulting module name: libCmdHndlrConsoleV2.dll, version: 14.0.0.11564, time stamp: 0x63bd4a67
Exception code: 0xc0000005
Fault offset: 0x00000000003f2948
Faulting process id: 0x1f18
Faulting application start time: 0x01dc542c86028943
Faulting application path: C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\web\service\ofcservice.exe
Faulting module path: C:\Program Files (x86)\Trend Micro\Apex One\PCCSRV\web\service\libCmdHndlrConsoleV2.dll
Report Id: 09d749f9-8bfd-4f2c-9c3c-6415cb543787
  
  

Environment

VMware tools 10.3.x

Cause

This is not due to an issue with VMware tools but an issue with the Trend apex one service.

Resolution

• Upgrading Trend apex one service to 14.0.0.14096 has fixed the issue.
• For more information on this please get in touch with Trend Micro Support