Device statuses (offline / online) are not displayed correctly on the core server or are not displayed at all - Basic Troubleshooting guide for the LDMS 9.5 Console

Version 2

    Verified Product Versions

    Endpoint Manager 9.5Endpoint Manager 9.6

    Issue:

    Device statuses (offline / online) are not displayed correctly on the core server.

     

    Possible cause:

    Mostly, if all devices are affected in the console, the issue is caused by a false proxy server setting on the core server or has a different network related cause.

     

    Steps to troubleshoot:

    The general benefit from  following these steps is to be able to investigate each phase of the process, that is done by the LAndesk Console (console.exe *32 process in task manager) when a device is clicked in network view. If the issue is related to a network / proxy / firewall configuration problem, at least some of these steps should fail:

     

    !!!Before testing, please open Task MAnager and check the account, which runs the "console.exe *32" process. Then please open a cmd line and type "whoami".

    Please ensure, that the result of the command is the same, that you can see in task manager!!!

     

    Test 1

    Please set "Use DNS" in the Landesk Console  to disabled (Configure > Agent status options...) then,

     

    Srtep 1:

    Please open the following page from the core - Client IP should be the IP of the test client

    "http://ClientIP:9595/allowed/ldping"

    If successful, you should see a small XML page with the DeviceID in it

     

    Step 2:

    Try to ping the IP address of the test device

     

    Step 3:

    Please issue the command: "telnet [IPaddress of the testclient] 9535"

    (If the telnet client is not installed on the core, please install it in features. It doe not influence LAndesk in any way)

    The command line window should display random characters if successful.

    This step checks, if the TCP port 9535 is opened on the client

     

     

    Test 2

    Please unset "Use DNS" in the Landesk Console  to enabled (Configure > Agent status options...) then

     

    Step 1:

    Please open the following page from the core - machine-name should be the hostname of the test client

    "http://machine-name:9595/allowed/ldping"

    If successful, you should see a small XML page with the DeviceID in it.

     

    Proceed with Step 2 + Step 3 according to Test1

     

    If any of the above steps fail, the error message you get should point you to the right direction, where to investigate further.