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Troubleshooting tips [Web console]
The following troubleshooting tips are for issues that most frequently occur with the Web console.
I don't know the URL to the Web console.
Contact the person who installed the core server, most likely the network administrator for your site. However, typically the URL is http://core server machine name/remote.
Who am I logged in as?
Look at the title bar; the user who is logged in is listed next to Connected as.
What machine am I logged in to?
Look at the title bar; the name of the core server is listed next to Connected to.
I don't see some of the toolbar links.
This occurs because your network administrator is using the role-based administration or feature-level security option that limits you to performing certain tasks that you have the rights to do.
I get an invalid session when viewing the console.
It's possible the browser session has timed out. Use your browser's Refresh button to start a new session.
An ASP.NET error appears when I try to start the Web console.
If you see an ASP.NET error message when attempting to log in to the Web console, ASP and the ASP directory permissions may not be configured correctly. Reset the ASP.NET configuration by running the following command:
The number of items per page is different from the number I specified.
When you specify how many items to display per page, that setting is stored in the Web browser's cookies directory and expires when the console session times out.
The console times out too frequently.
You can change the default session timeout for the console's Web pages. The IIS default is 20 minutes of inactivity before a login expires. To change the IIS session timeout:
- On the Web server, click Start > Administrative Tools > Internet Information Services (IIS Manager.)
- Expand Default Web Site.
- Right-click the LDMS folder, then click Properties.
- Under the Virtual Directory tab, click Configuration.
- Click the Application Options tab, then change the session timeout to the value you want.
NOTE: Endpoint Manager is a session-based product. Do not disable the session state.
I can't view the Remote control page in the Web console.
In order to view the Remote control page, you must enable ActiveX controls. Some browsers have ActiveX controls disabled by default. If the Remote control page does not load correctly, enable ActiveX controls on your browser by changing the security settings.
I completed the new distribution package wizard, but the console did not create a package.
The console uses the IUSR and IWAM accounts on the console server. These accounts are originally created based on the computer name. If you have ever changed the computer name, you must follow the steps below in order to successfully create software distribution packages.
- If you have .Net Framework installed, uninstall it.
- Uninstall IIS.
- Reinstall IIS.
- Reinstall the .Net Framework if you uninstalled it.
A scheduled software distribution job did not run.
If you schedule a software distribution job and it does not start, verify that the Intel Local Scheduler Service is running on the device.
Also, take into consideration that the scheduling of the job is based on the core server's time. If the job was scheduled on a console that resides in another time zone, the job will start based on the core server's time, which may be different than expected.
Report charts don't display properly.
In order to view the interactive bar and pie charts displayed in many reports, you must have the Adobe Flash Player installed. Verify that Flash is installed, then run the report again.
Why am I seeing two instances of the same device in my database?
Have you deleted a device from the core database and reinstalled it using UninstallWinClient.exe?
UninstallWinClient.exe is in the LDMain share, which is the main ManagementSuite program folder. Only administrators have access to this share. This program uninstalls Ivanti agents on any device it runs on. You can move it to any folder you want or add it to a login script. It's a Windows application that runs silently without displaying an interface. You may see two instances of the device in the database you just deleted. One of these instances would contain historical data only, while the other would contain data going forward.
I added a S.M.A.R.T. drive on a device, but I don't see S.M.A.R.T. drive monitoring in the inventory list for that device.
Hardware monitoring is dependent on the capabilities of the hardware installed on a device, as well as on the correct configuration of the hardware. If a hard drive with S.M.A.R.T. monitoring capabilities is installed on a device but S.M.A.R.T. detection is not enabled in the device's BIOS settings, or if the device's BIOS does not support S.M.A.R.T. drives, monitoring data will not be available, and resulting alerts will not be generated.
In PXE-based OS provisioning DOS scripts, some parts after a comma are truncated.
In any line of a script, all characters after a comma are truncated; therefore, any commands after the comma are not executed. To avoid this, use double quotes around the whole command, like this:
REMEXEC1=%QUOTE%echo "hi,good morning"%QUOTE%
Single quotes will not work, as they are stripped out in the .INI file reading.
When attempting to install Remote Control from the web console in a different subnet, the RC viewer cannot be installed.
If you connect to a web console that's being hosted by a core in a different domain, and right-click a computer in the My Devices list and select Remote Control, you will get an error saying that the RC viewer hasn't been installed properly.
To solve, the URL for the CAB is obtained by reading the tag named "CabUrl" from web.config. The tag CabUrl must contain the core's fully-qualified domain name instead of just the machine name. You need to open web.config and put the fully-qualified domain name in the CabUrl tag.
A USB disk device is not listed in the Inventory list until an inventory scan has been run.
When a disk device is connected with a USB cable to a managed device, it is not immediately listed under Hard drives in the device's inventory. It is listed under Logical drives after being connected to the device. However, it will not appear under Hard drives until an inventory scan has been run on the device.
On managed Linux devices, a USB disk device must be mounted in order to be listed in inventory. If it is mounted but an inventory scan has not been run, it will appear under Logical drives; after the inventory scan it will also be listed under Hard drives. When the device is disconnected it should be dismounted from the system. On some Linux systems running an older kernel, the device may also stay in the inventory list even after it has been disconnected and dismounted. In this case the managed device needs to be rebooted before the device will be removed from the inventory list.
The same IP address appears twice in the All devices list
For Linux devices on a different segment than the core, you may get a multiple entries using the same IP address in the My devices list for the device. For nodes on the same network segment as the core, the discovery gets a node’s MAC address from the Ethernet from the ICMP packet. For nodes not on the same network segment as the core, the discovery gets the MAC address from an NETBIOS query. Since Linux nodes do not respond to a NETBIOS query, a MAC address cannot be obtained from a standard network scan discovery for Linux nodes on a different network segment than the core. When a client is deployed to a node, the MAC address in the scan file is used to find the inventory record to update (after trying the deviceID). Records that have no MAC address and no DeviceID cannot be found, so a new record is created. You can delete the duplicate entry in the Discovered devices list.
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