Basic troubleshooting guide for Landesk Data Analytics - Discovery Services

Version 33

    Verified Product Versions

    LANDESK Management Suite 9.5LANDESK Management Suite 9.6LANDESK Management Suite 2016.x

    This article will try to describe the most common problems and their possible causes, that could occur when using the Discovery Services module of LDDA.

    This article is not intended to be a complete guide and does not include all options available in Discovery Services (in the rest of this document referred as DS)

     

     

    For a complete description of DS, please visit the following website:

    https://help.landesk.com/docs/help/en_US/LDDA/10.0/Content/DA/ldda-t-discovery-services.htm

     

    Before starting your troubleshooting, always make sure, that you have the latest version of LDDA.

    The most up-to-date LDDA version is contained in the most recent SU. Navigate to the Downloads section to ensure that you have the latest SU installed.

     

    General Information

    DS is generally used to gather inventory information from devices, which does not have a LANDESK agent installed on them.

    This can be done using 2 scanning methods: WMI and SNMP. Depending on which method you wish to use, the scanned device will appear in Asset Control (SNMP) or in the LAndesk Console (WMI).

     

    The process of scanning / adding clients to the DB with DS

    Generally speaking, the following steps apply in case of both scan types regarding how DS gathers information and inserts it to the DB:

     

    1. A configuration needs to be created in DS. The setup of this configuration will determine, which scan type / login account will be used during the scan, and also determine what to IP addresses to scan for and if remote scanners should be used in the process.

     

    Please refer to the following article, if you require more detailed information regarding remote scanners:

    Basic guide to configure and troubleshoot LANDesk Data Analytics Discovery Services Remote Agents

     

    2. After the configuration for DS has been saved, you can run it immediately or schedule it by right clicking. As the scan task runs 2 files will be created. A log file and XML file, which contains the actual inventory information.

     

    Important File Locations

     

    There are 3 Log files that can be found in the folder "C:\Program Files (x86)\LANDesk\ManagementSuite\MP_Log" and will have the name format:

    • "ManagedPlanet.DiscoveryServices.Collect.exe.[IP Address or Machine Name].log"
      • Contains logging details on the machine itself. This is typically where you can find out if you were able to login to the machine with the credentials provided.
    • "ManagedPlanet.DiscoveryServices.Core.exe.[DATE][TIME].log"
      • Contains logging information on the "Discovery Services" windows service that monitors the MP_Temp\DisServ directory for new xml's to import. This will have information regarding if the service was able to successfully process any of the .xml scan files or not.
    • "Discovery - [CONFIGURATIONNAME] - [DATE][TIME].log"
      • Contains the logging information regarding if the rule was able to run or not and the status of the rule itself.

     

    The XML file is - by default - first created in the folder "C:\Program Files (x86)\LANDesk\ManagementSuite\MP_TEMP\DiscServ", then renamed to "Proc" as DS processes it and after it has been processed, it is put into the directory "C:\Program Files (x86)\LANDesk\ManagementSuite\MP_TEMP\DiscServ\Processed"

     

     

    Most common issues

     

    The specified login information is incorrect / not valid for the target device (WMI scans)

    Symptom:

    The device will not appear in the Network view after the DS scan is completed.

     

    Troubleshooting:

    The log file should show an entry similar to the following:

    "WARNING 5/6/2013 10:44:36 AM: WMIDiscover.GetScope, 192.168.1.153: Could not connect using login object Domain Admin Error: Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))"

     

    Remark:

    "Domain Admin" is not the name of the actual user account, but the name of the WMI configuration, that contains the account that failed to log on due to a wrong password

     

    Solution:

    Choose a valid login account or test the login account used in the configuration, if it should work on the clients.

    In the above example, the problem is related to the WMI login "Domain Admin" - The password is incorrect

     

    DS1.PNG

     

    SNMP is not enabled on the target device (SNMP scans)

    Symptom:

    Only minimal inventory information is displayed in Asset Control. The device name is the IP address of the device.

    DS2.PNG

    Troubleshooting:

    The log file displays a message similar to the one below:

    INFORMATION 5/13/2013 5:47:04 PM: SNMPDiscoverThread.GetAddressData: Var is null A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.....

     

    Solution:

    Enable SNMP on the device. In the example, the client has Window XP SP3 installed. In this OS, to enable SNMP, follow the below document:

    "Microsoft Windows XP - Install the SNMP service"

    Microsoft Corporation

     

    Please note, that the SNMP community, that you specify in your DS configuration needs to be also enabled / allowed on the device

    "Configure the Simple Network Management Protocol (SNMP)"

    http://support.microsoft.com/kb/324263

     

    After you have configured SNMP correctly on the target device, you should have a correct device name and a much more detailed device inventory in Asset Control:

    DS3.PNG

     

    and your log file should show:

    "INFORMATION 5/6/2013 12:35:03 PM: SNMPDiscoverThread.GetAddressData: Completed scan

    INFORMATION 5/6/2013 12:35:03 PM: SNMPDiscoverThread.GetAddressData: Collected 938 SNMP entries"

     

    NOTE:

    Not every hardware vendor provide the same information via SNMP. Some vendors make much more information available via SNMP scans than others. It might be possible, that some of your device inventories are much more detailed than others depending on the make / model / vendor of the certain device.

     

    The specified WMI Logon Account does not have permission to scan for entries

    Symptom:

    The device does not appear in the Landesk Console after the scan is finished

     

    Troubleshooting:

    The log file should show an entry similar to the following:

    WARNING 5/13/2013 5:43:57 PM: WMIDiscover.GetScope, 192.168.1.153: Could not connect using login object Simple Domain User Error: Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))

     

    Remark:

    "Simple Domain User" is not the name of the actual user account, but the name of the WMI configuration, that contains the account that failed to log on due to insufficient permissions

     

     

    Solution:

    Configure a Domain Administrator account in the Windows Logon Configuration or an account, which has local administrator rights and try to re-scan the device.

    If you are unsure, you can also download MS WMITools and check what exactly a certain account is allowed to scan for  with WMI Object browser:

     

    WMI Administrative Tools

    http://www.microsoft.com/en-us/download/confirmation.aspx?id=24045

     

    The target device cannot be contacted by the core server (ie. offline for some reason)

    Symptom:

    The device will not appear in the Landesk console or in Asset Control as the scan is completed

     

    Troubleshooting:

    The log file should show an entry similar to the following in case if a WMI scan:

    "WARNING 5/14/2013 10:52:16 AM: WMIDiscover.GetScope, 192.168.1.215: Could not connect using login object Domain Admin Error: The RPC server is unavailable. (Exception from HRESULT: 0x800706BA)"

     

    OR

     

    The log file should show an entry similar to the following in case if an SNMP scan:

    "INFORMATION 5/14/2013 10:53:07 AM: Could NOT ping IP address."

    (It does not necessarily mean, that the device is offline. You could try to ping the device to double check this message)

    and

    "INFORMATION 5/14/2013 10:53:10 AM: SNMPDiscoverThread.GetAddressData: Var is null A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond"

     

    Solution:

    Ensure that the core server is able to connect to the device