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Troubleshooting Inventory Manager

Troubleshooting Inventory Manager

Summary

This article contains suggestions on how to troubleshoot the most common Inventory Manager issues.

Synopsis

This article contains suggestions on how to troubleshoot the most common Inventory Manager issues.

Discussion

Is the problem related to any of the following Inventory Manager issues?:
  1. Inventory Server Management (e.g. Permissions, Connectivity, AD)
  2. Packaging (EDS / Deployment Manager only)
  3. Uninstalling the managed device agent

a. Inventory Server Management

  • What is it the customer is attempting?
  • What error message is being received?
  • Have all of the latest patches been installed?
  • Is the issue related to Database Permissions, General Permissions, DB Connectivity or AD?

Database Permissions

  • What version of Windows and SQL Server is being used?
  • Can the customer log onto their database when accessing it directly?
    • If direct logon works but remote doesn?t then it?s a db connectivity issue
  • If direct logon doesn?t work then check authentication type.
  • What database authentication type is being used? NT Authentication or SQL Authentication
  • For Inventory Server 8.4 or below only NT Authentication is supported without specific Professional Services (PS) customisations
  • For 8.5 either NT or SQL is acceptable
  • In either case; what is the username and what level of access does that account have?

General Permissions issues

If access to the DB is available and some other permission related issue occurs on the server then:
  • Are they using Active Directory (AD) or local groups?
    • If using AD, is the user a member of MGS Administrators?
  • Are the groups correctly setup on the database (Under the security section)?
  • Does the group appear correct in the dbo.Group table? e.g. SELECT * FROM [Group] WHERE GroupCN=?MGS Administrators?
  • Once you have the GroupID run EXEC RightSetAdminRightsByGroupID <GroupID> ? does this solve it?
  • Once an administrator is logged in you should be able to add users and assign them the relevant permissions (e.g. Discovery, Software Distribution etc).

DB Connectivity

  • If the user can logon to the db directly; check the database connection string and ensure it has the correct details
  • Can they connect to the database remotely from the Inventory server? If not then this could suggest a DNS / Network Connectivity issue instead of an MGS issue.

Active Directory (AD)

  • Is Inventory Server setup to synchronise with the domain? (Right click root node in console and select Setup for multiple domains to check which AD domains are configured).
    • If no then refer to Implementation Guide for instructions.
  • If yes then is the scheduled task Reconcile ManageSoft directory tables with AD enabled?
  • If not the MGS Database won?t be synchronised with AD to reflect any renamed, moved, or deleted computers, users, or organizational units.
  • If yes, then is the Merge ManageSoft Policies task enabled? If no then the MGS database won?t generate merged policies for all configured domains.
  • If no then enable +Policy\Merge in the etap.trace (and +Directory in the case of problems with Reconcile MGS and AD task) and run the scheduled task again. This will produce a log that should contain an error (usually near the bottom) which you can search on.
  • If both tasks are enabled, is the Last Result 0x0?
  • Rather than using scheduled tasks, you can also use the <ProgramFiles>\ManageSoft\Reporter\polmerge.exe executable to carry out these tasks; for merging policies the switch is ?Ra and for reconciling tables use ?ran.
Back to Inventory Manager

b. Discovery, Adoption & Remote Execution

Has the device been discovered? If no:

Discovery

  • What method of discovery has been used e.g. Discovery agent or file import (tnsnames.ora etc)?
  • If the agent then was it set for Ping Sweep, Browser scan or both?
    • If Ping Sweep then is ICMP permitted on the network?
  • Are there any *.disco files uploaded to \ManageSoft\Incoming\Discovery (if none check IIS logs on server or upload logs on source IB).
  • Do these disco files contain details about the problematic machine?
  • Check the *.err or *.out files in the temp folder on the source Inventory Beacon (IB) pertaining to the machine for errors.
  • If you are importing tnsnames.ora files using the Import wizard in a 9.2 console you can set the following registry string:
    • [HKLM\Software\Wow6432Node\ManageSoft Corp\ManageSoft\Discovery\CurentVersion]
    • DiscoveryImportDataToTemp = True
  • The above will generate a .disco file from the tnsnames.ora file into the %temp% directory which you can review for issues.
  • Please also note with Oracle discovery is that we carry out reverse DNS to get IP address and domain, if these are not visible then it may result in only a flat hostname and resolver could reject this. Try import the .disco file with +Discovery etap tracing enabled to check if this is the case.
  • You can also enable the +Discovery option in the etap.trace file which you should then send to support.
Has the device been discovered? If yes:

Adoption

  • Now that the device has been discovered, we need to confirm that the device has been adopted:
  • Does the device show as Managed in Discovered Devices?
  • Is dbo.NetworkDevice.IsManaged=1 for that machine?
  • If either of the above is false, check to see if the agent has been installed on the client machine and has updated inventory (HW and SW ? Check SP UpdateNetworkDeviceIsManaged for details on what it checks for).
  • The SQL Server Agent runs a job called "ManageSoft daily database maintenance" which among other things updates the IsManaged status for devices every day, ensure this is running other IsManaged will be out of date for devices.
  • Of the agent hasn't been installed then you can check either the Launcher.log on the agent or enable +Scheduling/RemoteExecution in the etap trace file and follow the checks in Remote Execution below.

Remote Execution

Each RE task will each have its own specific steps however here?s some general checks:
  • During the RE wizard, ensure that IP address targeting is not used on agents that obtain IP Addresses dynamically.
  • If the task has already been scheduled, does it appear in Remote Task Manager, if so what status is it?
  • If there?s an error, expand it using the ?+? symbol and then click the green arrow icon to the left of the Inventory Beacon (IB) name for more specific details.
  • If it?s still in progress, is there an associated action.rea in \ManageSoft\RemoteExecution ? it will be in Private for IB/IS actions and Public for MD actions. The action.rea is an xml containing the command to run which you can execute on the relevant machine to see if it succeeds. The folders relate to the [ActionUID] in dbo.Action and the name in Remote Task Manager relates to [TaskName] in dbo.Task
  • If the task is still in progress in Remote Task Manager but never completes on 9.2, try following the steps in Q212370.
  • Ensure that if authentication on the devices is required that the credentials are entered in the Password Store of the server performing the execution; on an IB this is <ProgramFiles>\ManageSoft\RemoteExecution\mgspswdw.exe
  • If you are still unable to identify the problem, enable the +Scheduling/Remote Execution option in etap.trace before re-running the task.
  • Locate the section where it shows the attempt to execute the task (after the password store information has been cycled through):
    • It should have a section like this:
    • If it doesn't then this suggests that there is a problem on the device itself relating to security. If using Windows 2008 there is a known issue where only the default credentials (Scheduled task User) are used and if they are not valid then the whole thread will fail, please see KB Q207826 for more information. If not on Windows 2008 or that KB is not applicable here then you should try to create a service manually out of DM using a command similar to:
      • Sc \\servername create newservice binpath= c:\windows\system32\newserv.exe obj="Administrator" password= "Password"
      • In the command above "newservice" is the name of the service, "Administrator" is the username of the account you're trying to use from the password store and "Password" is the password for the account.
      • If you'd rather not use the command line, you can:
        • Login to the beacon / server using the service account or account you believe should work.
        • Create a MMC console (MMC.exe from windows Run
        • Add the Services snap-in
        • Choose to run on another computer and select the agent computer and try to access it.
      • If the SC command or MMC console fails with the RPC server unavailable or other error then this suggests a problem with Windows security blocking the remote administration, this could be due to the following Local Security Policy:
        • User Rights Assignment: Log on as a Service - should contain FNMP service account or group which it's a member of.
    • If the above section succeeds then you may have an error such as:
execution service opened
executing command: \\<IB_Name>\mgsRET$\Inventory\ndtrack.exe -t Machine -o UploadLocation=http://<Upload_Server>/ManageSoftRL/ -o LogModules=default -o IgnoreConnectionWindows=true -o ShowIcon=false on
Show tray icon: false
error starting execution service
Connection to \\<Device_name>\ipc$ closed successfully
RPC algorithm complete (intermediate error code: -1, lastError contains: "[RPCCommand]|[StartServiceFailed]|The system cannot find the file specified.
  • This suggests that the service was created however when it connected to the IB to perform the inventory / remote execution command, it was blocked from doing so. To resolve this, check the following:
    • Ensure the mgsRET$ is shared and allows access to the target machine
    • Change the following in the Local Security Policies (Security Options) on the Inventory Manager Server/Inventory Beacon:
      • Network security: LAN Manager Authentication Level ? Send NTLMv2 response only
      • Network access: Shares that can be accessed anonymously - ManageSoftRET$, mgsRET$, ManageSoftDL$, ManageSoftDS$, ManageSoftRL$
      • Network security: Minimum session security for NTLM SSP based (including secure RPC) clients ? No minimum
    • To apply the changes run "gpupdate /force" from the cmd prompt.

If the above steps do not help, contact support and send the etap.trace log (on core server) or etdp.trace log (from the beacon) as applicable containing the +Scheduling/RemoteExecution tracing and all relevant screenshots with a summary of what steps above that you completed.

c. Distribution & Inventory Beacons

Distribution

  • Does the package set to distribute exist in the Staging or LocalDeployment folder (check IIS for ManageSoftDL to discover which is used)?
  • If http://<ReportServerName>/ManageSoftRP shows the packages are still pending; have you restarted the Connection agent Service? (note on win2k8 x64 an updated ndlisten is required prior to 8.4 ? refer to KB Q200932)
  • Has nddistrb.exe been run with the package distribution switches? (?t package, -t policy etc refer to Inventory Server System Reference Guide under Command line tools > Distribution agent)
  • Do the packages exist on the IB servers and do the MD5 numbers in the ndc file correspond to the ndc file on the parent Inventory Server (IS) (may get digest error otherwise)?
  • If they do not match, have you tried deleting the package from the IB and re-distributed from the IS?
  • If packages are not replicating to the Inventory Beacons:
    • Check on the Inventory Server (Distribution node) whether the beacons are configured for listening or polling
    • Next check the registry on the beacon in [HKLM\Software\ManageSoft Corp\ManageSoft\ReplicationAgent\CurrentVersion] and check which setting is used for JobQueueRemote; False means the beacon will listen for connections, True means it will poll the inventory server for jobs - ensure that this setting matches what the Inventory Server states.
    • In the same registry key, ensure that the string "JobQueueLocation" contains a valid URL to the Inventory server e.g. href="http://IMS1:80/ManageSoftJQ/mgsjobsrv.exe">http://IMS1:80/ManageSoftJQ/mgsjobsrv.exe - this setting can be changed on the Inventory Server and is then updated when you verify the distribution hierarchy.
    • Once all of the above has been confirmed, if it still doesn't replicate, restart the connection agent service and then check the listener.log to see why packages are not downloading.
    • You can also check the listener.log and replag.log on the Inventory Server for errors and if the beacon is set to polling, check the JobQueue folder to see if the job still exists - if so, this means that the beacon has been unable to connect so you should check the replog.log and listener.log on the beacon instead.
  • For uploads to the server (using ManageSoftRL) on Windows 2008 first check that KB Q211707 has been completed or M100962 for Windows 2008 R2 then perform troubleshooting as per the managed device upload agent.
  • Multi-tier distribution hierarchies i.e. parent and child servers is not supported on 9.2, instead each beacon must be directly connected to the Inventory Server however there are no limits on the number of beacons that can be installed.

Inventory Beacons

  • The configuration for Inventory Beacons is mostly covered in the FNMP Discovery & Inventory guide however here are some of the common questions:
  • When the beacon is first installed ensure the following steps are followed:
    • The FNMP server connection details are populated in the GUI (if using in online mode) and the configuration is then downloaded and imported - do not manually modify registry the string (BeaconServicesEndpoint) to enter the URL, do it in the GUI.
    • If using the beacon in offline (disconnected) mode, ensure that the checkbox "Enable connections to FNMP" is un-checked and then you will have to manually copy the ImportProcedures folder from the FNMP server into %CommonAppData%\Flexera Software\Compliance\
    • Open the procedures are in the correct place and the connection is either enabled and configured or is disabled, next create the relevant connections with usernames and passwords to the data sources (these are not downloaded) so that the import can run.
  • In both offline and online modes, all reader adapters are shared across all beacons, beacon specific customisations are not supported.
  • If after installing the Inventory Beacon to run in Disconnected Mode, you receive an 'Object reference not set to an instance of an object' error when attempting to add a new Data Source, please review KB article: Q213805 for more information.
  • Once everything is configured a scheduled task (Execute third party connections) will run ComplianceReader.exe for your Inventory connections (runs a readers import) and another scheduled task (Execute business importer connections) will run BusinessImportScheduler.exe for your Business adapter connections.
  • The data from these are zipped up into an Intermediate folder and in a multi-tenancy environment are pre-fixed with the TenantUID - on a disconnected mode beacon this does not occur so each file will need to be manually pre-fixed with the TenantUID.
  • These files are then uploaded to the FNMP server using "ComplianceUpload.exe" which is usually executed by the scheduled task (Upload third party data) and are placed in an "IntermediateData" staging folder ready for the compliance import
Back to Inventory Manager


d. MD Settings

Is the question, Installation, Inventory or Connectivity related?

Installation

  • Does the agent installation.log show that the packages, policies and schedules have been downloaded from the relevant IB? If not is there an error message to use to search on the knowledge base?
  • Does the agent installation.log show that the software installed? If not is there an error message to use to search on the knowledge base?
  • In the case of a non-ManageSoft error; e.g. an MSI error, have you checked the MSI log or event log?
  • Have you searched online for a Microsoft KB article or other known fix for the non-ManageSoft error?
  • If you get MSI error 1603 (generic error message) then search in the MSI log for "Return value 3" and the action that failed along with the error will be listed above this line.

Inventory

  • Does an inventory file (.ndi) get created? Check for the MachineInventoryDirectory and UserInventoryDirectory in registry key [REGISTRY\Tracker\CurrentVersion] for location of the ndi file.
  • Check the tracker.log for details of what switches are being run (on line saying program arguements are...) and modify as required. If these are incorrect, a new MD settings package is most likely required.
  • If Inventory is being generated but not uploaded then problem is Connectivity related (see below)
  • If inventory is not being generated, attempt to manually run ndtrack and check that it works (tracker.log should show this).
  • If this works then the problem is schedule related and you should follow the Software Deployment steps for Schedules.
  • If this does not work, then you should check to see if the agent installation needs repairing by using the manual scanning folder which you can copy from \ManageSoft\Staging\Common\Inventory on the AS. If this resolves the problem then you should reinstall the MGS agent on the device.

Connectivity

  • Tracker.log shows that inventory is not being uploaded. There are a couple of main causes, first being No upload servers are configured.
  • Check registry under [REGISTRY\Common\UploadSettings] to see if any servers have been configured.
  • If not then the 2 options are to manually configure them or to use the recommended method of a policy update.
  • If using a policy update, click the Update distribution locations for entire distribution hierarchy option under Distribution > Inventory Beacons and then follow policy options in Software Deployment below.
Back to Inventory Manager


e. Software Deployment

  • Has a policy been created (either type of AD / MGS)?
  • Does it have all the packages / schedules it needs?
  • For server side policy merging (client side merging means agent connects directly to AD for policies) does a related .npl file exist in ManageSoftDL and if not does running nddistrb.exe with policy options (e.g. nddistrb -t policy ?d ?Core Distribution Server Distribution Location? ?a ?DC=MANAGESOFT?) generate one?
    • If not then follow the steps in KB Q200917
  • If an AD policy; does it have any security filtering in place and is it correct (package level or policy level filtering)?
  • Does it exist on the relevant IB locations under \ManageSoft\LocalDeployment or \ManageSoft\Staging\Common? If not then in the installation.log you will likely see a 404 error on attempting to download the file.
  • Does the agent policy.log show that it has been downloaded and applied?
  • If not does the [REGISTRY\Policy Client\PolicyServerURL] in the registry / config file point to the correct path to download the relevant npl file?
  • Does [REGISTRY\Common\DownloadSettings] contain a valid download URL?
  • Does running <ProgramFiles>\ManageSoft\Policy Client\mgspolicy.exe with the relevant options download the file?
If the agent isn?t performing functions regularly e.g. Generating Inventory, Updating Upload / Download locations (aka Failover settings):
  • Ensure that the relevant Events / triggers are configured under the scheduling node for the correct schedule.
  • Check in Repository folder for a related .nds file
  • Ensure the schedule is added to the correct policy file
  • Distribute the schedule and ensure that it is now in the ManageSoftDL folder on AS.
  • Ensure it ends up in the correct ManageSoftDL folder on related IB
  • Once the schedule is on the IB, then updating the policy on the agent should download the schedule; this can be identified in the installation.log once successfully applied in the policy.log.
  • To confirm the schedule is working type ndschedag ?t machine | user from command line.
  • If the dialogue box is populated, the schedule is installed. This should contain settings such as Update Failover locations which will update the Upload server settings (if verify failover settings option has been run on the AS).

f. Packaging (Deployment Manager only)

  • Does package exist in Software Library?
  • If not then is there a related .ndp file somewhere other the \ManageSoft\Repository\Packages?
  • If there is, import it into the library, if not and it's a default package then download the related DM.exe, DMUNIX.exe files to add packages. AUT packages are found on the FNMP installer.
  • Have you checked Application Details and confirmed it contains all relevant environments, architectures etc.
  • Does it contain relevant pre-requisites?
  • If installer related e.g. MSI; does it contain the correct commands for the installer type in external installer?
  • Are the correct environments and architectures configured?
  • Are all relevant files, locations and preference files added if necessary?
  • Has the package been saved and validated?
  • Has the package been packed?
  • If you?ve set it to distribute does the relevant .osd and .ndc files exist in the Staging or LocalDeployment folder?
  • Has it been added to the correct policy so that the correct machines know to install it?
Back to Inventory Manager

g. Uninstalling the managed device agent

  • For information on uninstalling the MD agent on Windows, please review KB article: M100835
  • For non-windows agent uninstallation, please review the Supplemental Implementation KB for your version. Under each OS section is a sub-section called: " Removing Deployment Manager from managed devices", the most recent KB articles are:
    • Q214412: Supplemental Implementation Notes for Deployment Manager 8.5
    • Q202175: Supplemental Implementation Notes for Deployment Manager 8.6
    • Q207590: Supplemental Implementation Notes for Deployment Manager 9.0-9.1
    • Q210685: Supplemental Implementation Notes for Flexera Inventory Manager 9.2
Back to Inventory Manager

Related Documents

Q201179: Troubleshooting guide for FNMP and Inventory Manager
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Comments


Hi Team,

I have a concern in FNMS with regards Cleaning of machines which are not in use( Out of data Inventory). When I am trying to clean up these machines it is pulling back again the same machines. Please help me how I have to clean up these machines permanently from FNMS.

Thanks

Vamshi Dudyala

@VamshiI236  - take a look at the following discussion thread which may give you some pointers here: Deleting old inventory records