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Karine asked a question.

April 13, 2017 at 7:00 AM
Computer & Quarantaine?

Hi,

I have this weird situation :

I have a desktop which was called STAR001.

It has been replaced by a laptop called STARL001.

Snow agent inventoried these 2 computers with these names in december 2016.

Then in january, the computers have been renamed :

The new laptop is now STAR001.

The old desktop is now STAR001OLD.

When I look into SLM inventory, I don't see the results of this, I just see the 2 old names of the computers.

I have checked in AD and the names are the new ones, not the old ones we have in SLM.

And of course now in SLM these 2 old names are now in quarantaine but no trace of the new names.

What do you advice me to do ?

I have checked the snow agent on STAR001 and the log gets info that it is doing its job normally.

I don't know what is happening after the data collection and if the data is well sent to the server in order to update the db infos.

I'm wondering if I should archive the 2 old names and then Snow will detect the 2 new names after that maybe ?

What is the consequence of archiving the 2 old names since they're not existing anymore like they appear in inventory ?

I might give a try ? What do you think ?

Thanks.

  • 10 answers
  • 87 views

  • Landon Owens (Flexera Software)

    Hello  ‌, There are a few other little pieces of information that might be impacting this situation.  specifically what version of client/agent are you running, and what version of Snow Inventory.  I am sorry but I cannot help much more without that information.   Landon Owens   Support Manager – North America

  • Landon Owens (Flexera Software)

    Hello ‌, What looks like is going on here is our product is working as it should.  In, Snow Inventory 5, we have built in what we call "Enhanced Asset Identity Management" which is used to better track a system through it's life-cycle.   We look at 4 key information fields.   The agent's "site ID" field The System Name A hash of the System BIOS Serial Number and BIOS Manifacture Name and OS UID (typically called the OS SID) Change any one of them, and we maintain the systems through the change, for instance: Re-image the system and keep the host name -- will report on the same record Re-image the system AND change the host name -- New record When you changed the system from a desktop to a laptop that changed two things SID, and BIOS we should have determined that to be a new system, and it looks like we did.  However, when you changed the host names of the laptop (In January) to STAR001, it should have maintained the same recorder, unless you also re-imaged the system.  It is probably there, but with a different name. There is value in "archive" those older names, as we have determined that they are not valid/in use. and you are simply moving them through typical quarantine management, so they are consuming both SLM licenses as well as software compliance numbers as well. NOTE: Archiving a computer is immutable, and irreversible, you cannot take a computer out of archiving.  But, also understand that if a computer reports in that has been archived, we will simply create a new record for it.   Hope this helps, Landon Owens   Support Manager – North America   E-mail landon.owens@snowsoftware.com
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  • Karine

    Hi  , Thank you very much for these details. It helps me understand how the process works for the inventory and then I can choose the correct way of resolving the situation. These 2 old entries could be archived actually because the 2 new entries actually appear with the 2 names but not as computer yet only as devices. They have not been inventoried yet. Is it the beginning of the process ? They find them as devices then they inventory them and they can appear in the computer list ? I don't see them in the computer list export but I can see them in the devices list export. Karine 
    Expand Post

    • Landon Owens (Flexera Software)

      Yes, The systems will remain as a "device" in Snow Inventory until we get a complete inventory of the system.  Once we get an inventory of the system (via the client or SIM connection) it will move into computer lists (all computers, all servers, etc). Then after the next DUJ you will see them in Snow License Manager. FYI, When using Snow Inventory 5 for discovery, we track uniqueness for other (non-OS) devices (think IP phones, printers, switches, etc) in Snow Inventory via Host Name, MAC address, and IP address of the primary network card. Landon Owens Support Manager – North America E-mail landon.owens@snowsoftware.com
      Expand Post

      • Karine

        ‌, In this case, what could explain the non inventory status ? I know that the agent works correctly because I can see in the logs. It has inventoried everything in the computer...But since this is a laptop, it is probably taken at home everyday by the user...In this case, what should I do to force for the info contained in the snowpack to be sent to the server when the laptop is on the network and not at home ? It would save my issue on non inventory. Thanks. Karine
        Expand Post

        • Landon Owens (Flexera Software)

          Hello ‌, That's always the biggest questions, "how do I get the systems to report in when they are not?".  There is a lot that goes into answer that question.  However, I am having trouble identifying where the break in the process might be.  Here is what I don't know:.  1) are the system's inventory getting to Snow Inventory 5? Can you see them being recently inventoried in the SMaCC console? if they are getting to SI5, then you might want to open a ticket with support, we can get quicker resolution that way. If they are not getting to SI 5, then we might want to see about setting up a Service Gateway. that is external facing to collect the inventory from off-site sources.  It's an easy process.
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          • Karine

            Hi  , Indeed this is THE question. I am in contact with the support and I'm waiting for the customer to test and see if the snowpack is being sent or not to the server. I have another question : how long a computer stays in the device report until it is being inventoried ? is it random ? (depending on how long the inventory will be take to be done) and if it is not being inventoried and it takes too long, does it disappear to appear in quarantaine ? (oops that's several questions...)
            Expand Post

  • Jelle Wijndelts (Flexera Software)

    Hi Karine, another reason for not seeing the new computers in License Manager could be if you have reached your Snow license limit. This will mean that only existing computers will be loaded into Snow and new computers will be rejected. I would recommend you contact your local service-desk and ask them to investigate.  Kind regards, Jelle

    • Karine

      Hi Jelle, There is no limitation like this...we are way under the limitation they have for what they purchased. I have the view on the contracts so I can tell you. But that's good to know in case I have another case like this. Thanks. Karine

    • Karine

      Hi  , We are using version 5.1.32880 + build-20161104. Could it be linked to Active Directory Discovery since the names of the computers have been changed since december 2016 ? Kind regards, Karine

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Computer & Quarantaine?