Troubleshooting Agent Installs

Version 9

    Verified Product Versions

    Endpoint Manager 9.5Endpoint Manager 9.6Endpoint Manager 2016.xEndpoint Manager 2017.x

    Scope

    This document is intended to help you to narrow down or resolve agent installation problems in general.

     

    Assumptions

    You should have a basic understanding of how to create and push out LANDESK agents, and how to use the LDMS core.

     

    Here are some basic troubleshooting questions and steps that will help you to narrow down the error(s) that you are seeing

     

    Does the problem you are seeing happen on all systems across the board or just a few of them? Have you tried to run the same task on a fresh VM or PC to see if the issue still exists? If the problem happens on all devices and or fresh VM's or PC's then it is most likely an issue with the agent installation files on the core, and you should look at them more closely. Specifically, you should look at the following files on the core in the \ldlogon folder;

     

    "Put your Agent Name Here".msi

    "Put your Agent Name Here".ini

     

    You can open, view, and edit the agent.ini file with your favorite text editor, I like notepad++. The agent.ini file will show you all of the configuration options that this agent will install with, so open it and make sure that it has the correct options. You could compare it to another agent.ini if you have one that is working and one that isn't.

     

    You can open the agent.msi to see if everything looks good. When you are having problems, it is good to compare the agent.msi with the problems to one that is known to have succeeded. To view the agent MSI you will need an MSI editing tool, I like to use Orca from Microsoft.

     

    Typical size for an agent.msi is about 310KB and anything smaller could indicate a problem. Most of the important actions will be stored in the CustomAction section of the MSI.

    Orca.JPG

     

    If you suspect problems with any of these core side files you could do a "Rebuild All" task from the core. This should rebuild all agent configurations including the agent.msi and agent.ini files so you should see the date and timestamp change for these files in the ldlogon folder.

     

    RebuildAll.JPG

     

    If a rebuild all task is still not doing the trick you may want to try a rebuild all from a CMD prompt. In some rare cases we have seen issues with "Rebuild All" from the console so running this from a command prompt might help you.

    To rebuild all from a command prompt, go to the \LANDesk\ManagementSuite folder, and run this command: CreateClientConfiguration.exe /rebuild

     

    rebuild.JPG

     

    Note -- Check to see that the ldlogon directory on the core has updated time stamps for these files after doing the rebuild. If you see files that are NOT updating then rename the originals to *.OLD and then run the task again, new ones should be created.

     

    If you are pretty confident the files on the core look good then let's move on to the client:

     

    Right after you start the task on the core go to client and look for a $lddir$ or $ldcfg$ folder that gets created on the root of the C drive. If you don't ever see this share get created then most likely you have a communication or sharing problem. If this is the case verify the following;

     

    a. Can you ping from the core to the client and the client to the core?

    b. Does the hostname resolve to the correct ip address?

    c. Does the scheduler user that is configured in the core have rights to that box? Remember an agent push task is ran by the scheduler service in the core. If this is on a domain it is usually best to make this account a domain admin.

    e. Check that "Simple File Sharing" is enabled on the client.

     

    As a test you could login to the core with the same user that the scheduler service is using, and try to map a drive to \\clienthostname\C$.

     

    Moving on, if the core files look good, and you see the shares being created, then you will need to look at the agent install logs to see where it is failing.

     

    The agent install logs would be in any of the following locations depending on how the task is being run;

     

    Windows\Temp folder

    %temp% folder

    LDClient folder

     

    Below are the key logs to look at. Note that these are NOT all of the logs, and in some cases you may need to look at others, but these are most likely to have problems.

     

    agentmsi.log (the log file for the agent.msi)

    wscfg32.xlg (the log file for the agent installer wscfg32.exe)

     

    If the agent.msi has a problem, double check your agent.msi looks good on the core. You could also copy the agent.msi manually from the core and launch it manually from the client with the showui switch to see if the Windows installer is broken on your client. If your xlg log has errors then you may need to involve support for further help, or search the community for your specific error.

     

    Additional quick troubleshooting tips:

     

    Build a self-contained agent on your core and copy it to the client and manually run it. Does it work? If so then that will at least prove that the files in THAT exe are good. Be sure that the self contained EXE that you are using is current, if you are using a 2 year old exe then it will not have the same files that you are trying to push the agent with.

     

    Does the client you are trying to install the agent on already have a LANDesk agent? If it does, as a test you may want to run the UninstallWinClient task on it, followed by another install attempt to see if the issue only occurs during the agent upgrade.

    Follow this article for more on UninstallWinClient: How to uninstall the LANDesk Agent

     

    Prior to running the agent install task, verify the Device Name is correct for the device(s) you are attempting to install to: Agent install fails because UDD didn't discover host name correctly

     

    Verify UAC is turned off

     

    Try installing the agent on a different OS? Maybe your issue is only related to a certain OS. Note that you need to build a separate agent configuration for Windows Server OS's, Windows OS's, and Windows Embedded OS's (WES).

     

    Use Process Explorer and Process Monitor tools available from microsoft to diagnose problems. These should run on the client when the install is happening and could be monitored to watch the progress.