Missing Features or Icons in the 32-bit Console

Version 6

    Verified Product Versions

    Endpoint Manager 2016.x


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




    Problems with licensing will cause most of the issues related to missing icons or features in the 32-bit console. However, licensing issues will not cause all of the problems. The best way to determine if licensing is at fault is to use different credentials. Contacting support will probably make this step much easier but having a test core configured in a lab area should also suffice. To test you want to either...


    1. Activate your core with different credentials.
    2. Activate a lab or test core with different credentials.
    3. Activate a lab core with your credentials.


    Performing any of the three actions mentioned above should tell you if licensing is at fault. If licensing is the problem then you'll need to contact licensing to correct the problem. Sometimes it may be a simple matter of having your production core "deactivated" and "reactivated".


    Remote Console Error: "The core server you're connecting to does not appear to have a valid license". This message can be seen on the core, remote consoles, and sometimes only the remote consoles. See below for a list of fixes:


    1. User account control and permissions
    2. Reinstall the remote 32-bit console
    3. The 32-bit console should be on the same service pack as the core.
    4. Check the date/time settings. If the time is off the certificates/session may invalidate before it begins.
    5. There may be problems with the records stored on the LANDesk licensing server. LANDesk Support and Licensing departments have a simple procedure to deactive the core server. Deactivation will not affect functionality at all and will disable the current record on the server. This procedure needs to be followed by activating the core server again which will recreate those records.


    Role-Based Administration (RBA)


    RBA is the next most common cause of icons or features missing in the console. Simply not having the rights (or a possible issue with rights) will not display items properly. Here are a couple of items to try:


    1. Login with an administrator account. This simple test will ensure that the feature or icon is available and functioning properly.
    2. Login at a different console (or a different remote console)
    3. Login at the core. The core console is a one-of-a-kind console and may act differently.
    4. Login with different credentials at your console


    Depending on the outcome of the above actions it may be necessary to delete and recreate the user account in question, delete the user accounts layout (see General Console Troubleshooting in the main article), or perhaps adjust the user account permissions. If everything appears to be fine then LANDesk Support should be contacted for further investigation.


    Note: Upgrading to the most recent Service Pack would also be a good idea if that is possible.


    General Corruption


    General corruption can also cause a failure of icons or features to display. Unfortunately corruption is also probably the hardest to fix. In regards to the 32-bit console corruption can encompass a file or some of the database tables.


    Corrupted Files


    Finding and fixing corrupted files is a difficult task. Perhaps the easiest step to take that may correct the problem is to reapply the last Service Pack that was installed on the affected console. If the core or console has been active for some time (upgraded from 8.7 to 8.8 to 9.0 etc) then "streams" may also be an issue. Streams was a protection feature employed on Windows machines that placed a "Blocked" file attribute if a file was downloaded from an untrusted website. This blocked file attribute will prevent certain files from being updated in the event of an upgrade or service pack installation. Part of the following community article will discuss using a Microsoft utility to find and remove streams. The article discusses agent deployment but the steps to remove streams can be performed on the core server or remote consoles folders respectively.


    Agent deployment fails to upgrade all files


    If removing streams and reapplying the latest service pack doesn't correct the problem then more advanced steps may be needed or some tables in the database may need to be fixed. If the problem is located in a remote console then that console may need to be reinstalled.


    Third party programs (such as Process Monitor) may help shed some light on file issues. Process Monitor is great for identifying files that have permission issues by searching for "Denied" but it can also be used to see what a program is doing. If all else fails then contacting support may be required. Support has a program called Black Box that has the ability to provide a lot of detail most other programs cannot.


    Corrupted Database Tables


    The most difficult part about corrupted database tables is identifying exactly which tables are being accessed for the missing feature/icon in question. The tables in the database can related to one another in a confusing manner and bad information in any one of the tables could result in problems. There are two general approaches to this problem:


    Broad Approach


    Steps to performing a broad check/repair of the entire LANDesk database are included in the article below.


    How do I use DBRepair and CoreDBUtil


    Specific Approach


    A specific approach involves steps that identify specific tables that are used when loading the feature/icon. The console.exe.log will usually contain errors that may help in troubleshooting. (See the section on troubleshooting errors in the main 32-bit console document) For specific tables a SQL Trace is perhaps the most common approach. The SQL Trace will record what the database is doing when the action in question is performed. In relation to features/icons missing this step may need to be done on a working LANDesk Core and then the tables analyzed on the Production Core but for error messages in the console a simple duplication while the trace is recording should suffice. How to perform a SQL Trace will vary on the database being used an may need some additional tools installed to access the database.


    If a SQL Trace isn't available or doesn't help than a Black Box Trace (mentioned above) from LANDesk Support may be needed.


    Note: Corrupted data in a database table may not be completely obvious. The table properties may need to be evaluated to ensure the right type of data was recorded etc. Also it is important to know how the tables relate and backing up the database before deleting or modifying the tables. For more information please search the community or contact support.