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

    Unable To Deploy Remote Agent

    Rookie

      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 SupportEmployee
          1. 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.

          2. What security mode are you using for remote control?

          3. 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.

          • 2. Re: Unable To Deploy Remote Agent
            Rookie

             

            Hi Paul,

             

             

            Thanks for replying to my post 

             

            1. Good shout with the email address, I have removed this

            2. What security mode are you using for remote control?  The value of SecurityType is set to 2

             

            Thanks

             

             

            Joe

             

             

            • 3. Re: Unable To Deploy Remote Agent
              phoffmann SupportEmployee

              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.

              • 4. Re: Unable To Deploy Remote Agent
                Rookie

                 

                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

                 

                 

                • 5. Re: Unable To Deploy Remote Agent
                  Rookie

                   

                  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

                   

                   

                  • 6. Re: Unable To Deploy Remote Agent
                    phoffmann SupportEmployee

                    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.

                    • 7. Re: Unable To Deploy Remote Agent
                      Rookie

                       

                      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

                       

                       

                      • 8. Re: Unable To Deploy Remote Agent
                        phoffmann SupportEmployee

                        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.

                        • 9. Re: Unable To Deploy Remote Agent
                          Rookie

                           

                          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

                           

                           

                           

                           

                           

                           

                           

                           

                           

                           

                           

                           

                           

                           

                          • 10. Re: Unable To Deploy Remote Agent
                            phoffmann SupportEmployee

                            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.

                            • 11. Re: Unable To Deploy Remote Agent
                              Jed SupportEmployee

                               

                              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