General Console Troubleshooting

Version 5

    Verified Product Versions

    Endpoint Manager 9.5Endpoint Manager 9.6Endpoint Manager 2016.x

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    Click the picture above to return to the main article "How to troubleshoot the 32-bit Console"

     

    Overview: Located below are some general steps towards fixing issues in the 32-bit Console. If these steps do not fix the problem you are experiencing then I recommend using the link at the top of this document for more information and/or searching the rest of the community.

     

    Layouts

     

    User layouts have been a common place for many issues throughout the 32-bit console. Due to the nature of layouts the console state is saved (to some degree) when the console is closed. If a user layout becomes corrupted the console may display windows incorrectly, some features may not work, error messages may be displayed, or the console itself may fail to load completely. Deleting a layout is harmless but the user affected will need to rebuild the layout it was wasn't saved previously.

     

    Saving or Backing-Up a current Layout: (LANDesk 8.8 and 9.0)

    1. In the upper right portion of the 32-bit console click the icon with a disk

     

    Restoring a Saved Layout:

    1. In the upper right portion of the 32-bit console click the "Layout" drop down menu and select "Manage Layouts"

     

    Deleting a Layout in LANDesk 8.8:

     

    1. Browse to the "Layouts" folder located under C:\Program Files\LANDesk\ManagementSuite\Layouts
    2. Delete the folder associated with the user in question. (Note: The user folder may be located under a core server folder)

     

    Deleting a Layout in LANDesk 9.0:

     

    1. Open the "Console User" table in the LANDesk database.
    2. Find the ConsoleUser_Idn of the user in question.
    3. Open the "Layout" table in the LANDesk database.
    4. Find the ConsoleUser_Idn. (Note: You may have multiple rows. Delete the layout with the name "Current)
    5. Open the 32-bit Console.

     

    Column Sets

     

    Column Sets are used in the 32-bit Console for a variety of reasons. The most common of those reasons are for queries and the "Network View". Occasionally if a database becomes corrupted portions of a query or the Network View will not display. Sometimes the corruption will even cause an error message or the console to crash as incorrect data is loaded. By changing the column set to something simple the problem may be identified.

     

    Changing the Column Set in a Query:

     

    1. Edit the query in question and click on the "Select Columns" button in the lower right corner of the window.
    2. Change the selected columns at the bottom of the screen to something simple. (Defaults are Device Name, Type, OS Name)

     

    Changing the Column Set in the Network View:

     

    1. Under "Administration" in the Toolbox click the "Column Set Configuration"
    2. Create a new column set by clicking the "+" icon.
    3. Change or keep the columns on something simple and click OK.
    4. Drag this column set to the main window next to the Network View.

     

    Third Party Applications

     

    Console.exe just like any other application is subject to third party software intervention. Applications that limit or monitor the Operating System in particular can cause problems. Stopping or uninstalling these applications can resolve many issues related with the console. Here is a quick list of applications that are partricularlly troublesome:

     

    Anti-virus

    Spyware/Malware

    Monitoring Programs (Network especially)

    Security or Firewall

     

    UAC and Administrator Access

     

    The 32-bit console has the ability to perform many functions. Agent Discovery in particular needs to ping other devices to see if they respond. Performing these actions requires an account with high-level access in order to perform properly. If certain features are not available or not working properly then the account running console.exe may need to be upgraded or granted more access. Here are some recommendations:


    Run the 32-bit console as an Administrator: The easist way to accomplish this is by right-clicking the console icon and selecting "Run as". Enter the credentials for an account that is an administrator on the local machine or domain.


    Disable User Access Controls (UAC) in Windows: This step applies to newer versions of windows and the procedure to accomplish this may vary by version. Agent Status/Discovery in particular doesn't function properly if UAC is enabled for the console user.

     

    Remote 32-bit Consoles

     

    Consoles located on a remote workstation will contact the core to retrieve database connection information before connecting to the database themselves during operation. Using a remote console to test certain problems will usually (but not always) indicate that the database is functioning properly. However, remote consoles can run into various problems of their own.

     

    Remote Registry Connection: In order to retrieve database connection information a remote registry connection needs to be established to the core server. A common test for login issues on a remote console is to make this connection manually:

     

    1. On the remote console run "regedit'.
    2. Click "File" and then "Connect Network Registry"
    3. Enter the name or IP of the core server.
    4. Once the connection is established browse to the following registry key: HKLM\Software\LANDesk\ManagementSuite\Core\Connections\Local
    5. You should be able to view the registry key and database connection information. If problems persist then permissions on the registry key or server may need to be changed. It is important that the user logged into the OS perform this operation which should also be the user logging into the console.

     

    General Corruption

     

    See the section on "Missing Features and Icons".