11 Replies Latest reply on Aug 7, 2008 9:57 AM by Jed

Unable To Deploy Remote Agent

jboyce Jul 28, 2008 8:03 AM

Hi There,

I have just implemented the LANDesk Management Gateway and am able to connect to this through the LANDesk Management Suite and also through the Management Gateway web console.

I am now wishing to test remotely connecting to a client so I pushed out the Gateway Client certificate successfully to the client and can see this client under client certificates but when I try to run the remote control executable I receive the following error

LANDesk Remote Control

Unable to connect to the Management Gateway

Gateway: 62.10.8.136.35

Proxy:

Proxy User:

User: ukadmin

E-mail: .......

Error Code: 10

I have also included an image of this below:

Hope someone can help with this!

Thanks

Joe Boyce

CNET Network UK

1. Re: Unable To Deploy Remote Agent

phoffmann Jul 25, 2008 4:57 AM (in response to jboyce)
First off, you will want to edit your post to remove your e-mail address (if it's a genuine one) - spam-bots trawl all sorts of forums to find "willing" targets of yet more junk-mail.
What security mode are you using for remote control?
If you're not sure - check this registry value on the client:

HKLM\SOFTWARE\INTEL\LANDesk\WUSER32\SecurityType

What's the value for "SecurityType" ?

Paul Hoffmann
LANDesk EMEA Technical Lead.
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2. Re: Unable To Deploy Remote Agent

jboyce Jul 28, 2008 8:07 AM (in response to phoffmann)
Hi Paul,

Thanks for replying to my post

Good shout with the email address, I have removed this
What security mode are you using for remote control? The value of SecurityType is set to 2

Thanks

Joe
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3. Re: Unable To Deploy Remote Agent

phoffmann Jul 28, 2008 8:17 AM (in response to jboyce)

OK - so that's NT-based security. Meaning that your users need to be in a local group on the clients themselves - that's the "Remote Control Operators" group ... are they?

Especially if you're outside the domain, you want to be careful with groups in there... but should work otherwise - may want to make sure you're specifically a member of that group :). NT-based security should work :).

Paul Hoffmann
LANDesk EMEA Technical Lead.
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4. Re: Unable To Deploy Remote Agent

jboyce Jul 28, 2008 8:35 AM (in response to phoffmann)

I can confirm the users are part of the "Remote Control Operators" as they are all local administrators on there machines.

Just to make sure I am completing the process correctly can you list the exact steps to get a client ready for remote control over the management gateway?

Thanks

Joe
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5. Re: Unable To Deploy Remote Agent

jboyce Jul 29, 2008 9:13 AM (in response to jboyce)

Hi Paul,

I re-attempted this today and had some interesting results.

- Firstly I built a new laptop

- I then deployed the LANDesk agent to the machine

- I then ran the "Create management gateway client certificate" task against the machine

- Once this was done I put the machine into gateway mode by selecting "switch mode" on the landesk tray icon

- I then attempted to remote control the machine by right clicking the device on the core server and selecting "management gateway remote control"

- I entered the username and password for the gateway

- Then I was asked to enter a username and password for the machine and was connected to the machine successfully!!

I was very happy with this until I disconnected and when I retried connecting to the machine again I had no luck at all

I tried again and again and sometimes it worked and sometimes it didnt.

Is there something I am doing wrong?

Thanks

Joe
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6. Re: Unable To Deploy Remote Agent

phoffmann Jul 29, 2008 9:21 AM (in response to jboyce)

Hmm - OK - two questions for you. Three actually.

1 - If you reboot the client ... does it work again?

2 - Once you connected after the reboot (assuming it works) - will subsequent connections work?

3 - What version of LANDesk exactly are you using? Specifically - what version (on the client) is this file -- "issuser.exe" ? (it's in the clients LDCLIENT directory -- "C:\Program Files\LANDesk\LDClient\").

Thanks.

Paul Hoffmann
LANDesk EMEA Technical Lead.
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7. Re: Unable To Deploy Remote Agent

jboyce Jul 29, 2008 9:35 AM (in response to phoffmann)

1 - If you reboot the client ... does it work again? No joy im afraid! I rebooted the client, switched it to gateway mode and when I then try to connect from the management suite using "management gateway remote control" I enter the gateway U/N and P/W and it then tries to search for a matching connection but cannot find any clients.

3 - What version of LANDesk exactly are you using? Specifically - what version (on the client) is this file -- "issuser.exe" ? (it's in the clients LDCLIENT directory -- "C:\Program Files\LANDesk\LDClient\"). The specific version of issuser.exe on the client is 8.80.1.2

Thanks

Joe
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8. Re: Unable To Deploy Remote Agent

phoffmann Jul 30, 2008 4:07 AM (in response to jboyce)

Huh ... OK - so you're on 8.8 SP1 I see ... neither of those answers were what I expected ... hmm ... not aware of 8.8 having had those sorts of issues. Odd.

Probably best if we get some eyes on this, so logging a ticket with support is probably best, so we can pull some more logs ... strange ... quite strange.

Paul Hoffmann
LANDesk EMEA Technical Lead.
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9. Re: Unable To Deploy Remote Agent

jboyce Jul 30, 2008 4:39 AM (in response to phoffmann)

Hi Paul,

I have already opened a case with support (case ref: 00127793) but have had only 1 reply, hence why I came to the LANDesk community forum for help.

Are you able to remotely check this issue out for me?

Thanks

Joe
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10. Re: Unable To Deploy Remote Agent

phoffmann Jul 30, 2008 4:48 AM (in response to jboyce)

Unfortunately I'm bogged down in other issues at the moment, so my apologies but I cannot.

However, I CAN give a helpful suggestion (at least in terms of process) that might make things easier for your company - I'll put a comment into the case, which should hopefully help there :).

Paul Hoffmann
LANDesk EMEA Technical Lead.
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11. Re: Unable To Deploy Remote Agent

Jed Aug 7, 2008 9:57 AM (in response to jboyce)

Joyce,

First of all, is there broker.crt in c:\program files\landesk\sharedfiles\cbaroot\broker ?

Error code 10 = SSL Handshake failed

So this tells me that there is a problem with either the connection information (could be on the Gateway side in the Additional Hostnames section) or it could be a problem with encryption meaning that the certificates on the core or the client are corrup or otherwise missing.

You will also want to verify that HKLM\Software\Intel\LANDesk\LDWM\CoreServer is a hostname not an IP address.

--Jed
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