Troubleshooting Agent Installation Errors

If an error occurs during an agent installation, the error messages displayed in the Operations Monitor are the best place to begin the troubleshooting process.

  • Failure copying files: This normally indicates a problem with the credentials being used to connect to the agent machine. The default credentials or "last used" credentials may not be the correct credentials to use for a particular machine.
  • Registration failure: This normally indicates that the agent cannot establish a connection with the console. There may be a firewall issue, there may be ports that are unopened, there may be a DNS issue, or the agent service may not be active on the agent machine.
  • Check-in failure: This normally indicates a timeout or network issue, and the agent will fail to download all necessary files.

You can also view the Security Controls Agent installation log on the agent machine. The log file is located in the C:\WINDOWS\Temp\<GUID> directory. The installation log will show any error messages that were generated during the agent installation process.

Troubleshooting Linux Agent Installation Issues

Here's a quick checklist of things to try when troubleshooting agent installation issues on a Linux machine.

  • Are you able to test existence or perform a power status scan from the machine group?
  • Try installing the agent from a machine group using specific credentials for the client.
  • Set the logging level to All, reproduce the issue and look in the logs for an error.
  • The logs are located here: C:\ProgramData\LANDESK\Shavlik Protect\Logs\. Do a search for the letter e with a space on each side ( e ).

  • Use NotePad++ when reviewing the logs.
  • This allows you to open all logs and search them at the same time.

  • Verify DNS from and to Red Hat Enterprise Linux.
  • In the logs, determine if machine name or FQDN is being used and then make sure that ping and nslookup are working.