Service Manager


Common Discovery Issues

Login Failed Error

Gateway Errors

Client Machine Errors

Login Failed Error

The following error message is for earlier implementations that still use the Service Manager Inventory Manager role.

The application displays an error message in the DiscoProcessor.frslog file. An example is:

Cannot open database "IMReadOnly" requested by the login. The login failed.

This occurs when there is a login failure connecting to the inventory manager master database (in this example: IMReadOnly). If so, check that the correct credentials appear in the web.config files located in the following locations: C:\Program Files\HEATSoftware\HEAT\IMServer\IMServices\ DiscoProcessor\web.config and C:\Program Files\HEATSoftware\HEAT\IMServer\IMServices\IMReadOnlyDataService

Edit the files as follows:

1.Open each of the web.config files using a text editor such as Notepad.

2.Search for and find the following string:
<add key="IMReadOnlyConnectionString" value="Data Source=Database_Server; Initial Catalog=IMReadOnly; User ID=Database_User; Password=Database_Password; Max Pool Size=120;Pooling=True;"/>

3.Both files must contain the same user ID and password combination. Edit the values of the User ID and Password fields so that they are the same in both files.

4.Verify that you can connect to the Microsoft SQL Server and log in to the IMReadOnly database with the specified credentials.

5.Since the permissions have changed, clear the cache and restart the Microsoft IIS service on the Discovery server.

Gateway Errors

If a gateway task does not complete successfully, do the following:

1.Click Scan Active Directory or Deploy Settings to create an agent task record that can be seen under the Agent Tasks tab.

2.Double-click the task to display information about why the task failed. An example of a failed task is if the RPC server was not available or if access was denied due to a password issue.

3.Correct any issues as needed.

Configuration Item and Gateway are Not Created After Installation

This can indicate that the processor failed to send a message to the message sender or that the agent failed to query tasks from the task processor.

The following error message is an example of a message that can be found in the AgentTaskWS.frslog and the ClientTransportProcessorWs.frslog files:

The message could not be dispatched because the service at the endpoint address 'net.tcp://sql-1:5000/MessageSender/EventSender.svc' is unavailable for the protocol of the address

Cause: The net.tcp.web service is not working.

Solution: Remove and reinstall the WCF service, by following these steps:

1.Open the Server Manager and start the Remove Roles and Features wizard.

2.From the Features tab, expand .NET FrameWork 4.5 Features.

3.Uncheck WCF Services.

4.Click Remove.

After the feature is removed, add it back using the Add Roles and Features wizard and following the prompts.

Installation Failed on Windows Gateway or Client Agent

1.Uninstall the gateway or client agent from the machine.

2.Delete all files from the ~\Common Files\FRS\Logs folder.

3.Open the registry. Go to: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\ Installer\UserData\S-1-5-18\Products.

4.Search for SaaS Gateway, and delete the key

5.Rerun the gateway installer.

Check the \log folder pointed to by the registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\FrontRange Solutions\SAAS\IM\NetSupport\NetInstall\LogFileSettings and ...\Common Files\FRS\Logs.

The log folder contains any errors related to the installation. Search the log file for errors.

Errors Encountered When Installing a Gateway Data Center

If you receive an empty error dialog box, check if there is already an instance of the client agent installed on that machine.

If you receive "Error=1332" when installing the gateway data center onto a virtual machine that is not part of the domain using "." as domain and a local account, the mapping between account names and security IDs was not done.

Sending Information Using the Local Gateway Proxy Server

Use the following procedure to send information using the local gateway proxy server (such as the gateway data center):

1.Install the gateway data center edition.

2.Ensure that the gateway proxy is redirecting to the Discovery server by testing the following URL in a browser: http://Gateway_name:8097/AgentTaskWs/AgentTaskWS.asmx.

3.If using SSL, see Getting Started with Discovery and Auditing for instructions on how to configure the proxy server.

4.From the Inventory Settings workspace, update the Gateway Proxy setting for all active inventory settings using the following procedure:

a. Open an inventory setting from the list.
b. Find and select the Gateway Proxy tab.
c. Click New Gateway Proxy and enter the gateway proxy URL: http://Gateway_name:8097 or https://Gateway_FQDN.
d. Click Deploy Settings to deploy the proxy setting.

5. Repeat for all other inventory settings that are actively in use.

6. From the Configuration Console, click Extend > Ivanti HEAT Discovery to view a list of installers.

7.Locate the installer, and check Associate with an OU upon Installation if it is available. Typically Linux/UNIX client agent installers do not offer this option.

8.Download the installer and follow the instructions from the Readme.txt file. The file contains all of the customized information needed for deployment including the authentication code, base URL, and so on.

For Linux and UNIX machines, download and install the client agent to each machine. When a configuration item is created for the device, update the organizational unit in the Details tab for the configuration item to associate it with the target inventory settings.

The Gateway Data Center Relay/Proxy Feature Does Not Work

Discovery agents may be sending messages to the gateway that are not being relayed to the Service Manager tenant for processing. This scenario is possible if you use the gateway data center edition to forward agent communication.

To test if this is the case, use Microsoft Internet Explorer to navigate to the URL on the gateway data center. For example, navigate to http://Gateway_name:8097/AgentTaskWs/AgentTaskWS.asmx.

Browsing should automatically redirect and display a SOAP interface. If this is not the case, and you receive an HTTP error of 500.x, use the following procedure to install additional settings.

The procedure explains how to make the changes to Microsoft Server 2012 R2 by using the Roles and Features wizard. Search the Microsoft Technet site for instructions on how to make these changes for the server version installed at your site.

You must be logged on to the server as an administrator to install roles, role services, and features.

If you are logged on to the local computer with an account that does not have administrator rights on your target server, right-click the target server in the Servers tile, click Manage As to provide an account that has administrator rights.

1.Open the Server Manager and on the Manage menu, click Add Roles and Features.

2.On the Before you begin page, verify that your destination server and network environment are prepared for the role and feature you want to install. Click Next.

3.On the Features page, find .NET Framework 4.5 Features > WCF Services and check HTTP Activation.

4.On the Features page, find Application Development and check ASP .NET 4.5.

5.On the Role Services page, find Management Tools>IIS 6 Management Compatibility (ensure that you check both Management Tools and IIS 6 Management Compatibility) then check IIS 6 Metabase Compatibility.

6.Click Next to list and confirm the installations.

7.Click Install to install your selections.

Client Machine Errors

If the client is no longer sending data, check the following:

1.Ensure that the machine on which the MDI client is running is turned on and functional.

2.From the CI workspace, check whether the agent status of the machine is in suspended mode.

3.If it is, select the machine and click Resume Client Agent from the taskbar.

Client Agent Requests

If the client agent is able to send in request to the AgentTaskWS or audit file to the TransportProcessor on the Discovery web server, and no errors are seen on the client logs, but nothing gets written to the integration queue, what do I check?

1.Check the following log files on the Discovery web server: AgentTaskWS.frslog and TransportProcessor.frslog.

2.If the logging service is running, check the Logs workspace for the tenant.

3.When a message arrives at the Discovery web server, the receiving service (AgentTaskWS or TransportProcessor) sends the message to the message queue. It is unable to do so if the required port is not open. From the Discovery web server, run the following command (or request the IT department) to open the port: telnet Message_queue_IP 7200. If the port is opened successfully, the application displays a blank screen.

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