1 2 3 Previous Next 68 Replies Latest reply on Sep 13, 2018 4:58 AM by RobLent

    Inspect not working on Windows 7 machines

    RobLent Specialist

      We have recently installed Ivanti EPM 2017.3.  (I have not got as far as installing any SU's yest)

       

      We have begun to roll out new Windows 10 PC's along side our current Windows 7 PC's and all devices have now had a new agent built from the new EPM 2017.3 server installed.

       

      Pretty much everything seems to be working fine but if we right clikc a Windows 7 device in the console and select Inspect the window states that real time moitoring is not enabled.  I can see in the agent though that it is.

       

      This is the same agent on the Windows 10 PC's and Inspect works fine on those.

       

      Inspect worked on the Windows 7 PC's before we upgraded to 2017.3 from 2016.3 so I am unsure why this would stop working now.

       

      The only thing that has changed is the new server and the new agnet on all the PC's.

       

      Anyone any thoughts why itwould pick on Windows 7 PC's?

        • 1. Re: Inspect not working on Windows 7 machines
          phoffmann SupportEmployee

          Pretty sure I am/was able to inspect my Win-7 PC's from the 2017.3 Core.

           

          I'm *NOT* sure I still have a "2017.3 vanilla" snapshot, if I do, I'll try (to remember) to double-check ... you will want to slap on an SU overall.

           

          As a "sanity test" perhaps (since there's really not "much to it"), start with a clean Win-7 machine (as in "clean OS + patches" in a workgroup on a VM" type clean), not "clean corporate image", just to sanity check whether it's something with your image perhaps.

           

          There's still "not much to it", but I am somewhat hesitant to believe that we'd pick on Win-7 like that (especially as I usually prefer testing against Win-7 clients since I don't want to download GB's and GB's of patches when I boot up a restored VM).

          • 2. Re: Inspect not working on Windows 7 machines
            RobLent Specialist

            It is a very strange one.

             

            The Windows 7 PC's have not changed other than having hte new agent installed to ensure they are looking at the new server.

             

            Exect same agent works fine on the Windows 10 PC's although thinking about it the Windows 10 PC's did not have the older agent on if I remeber correctly.  (Maybe something left over from the old agent?)

             

            I can try to get a 'clean' Windows 7 install but won;'t be easy here as we are very tight on security and installations.  (Can be a right pain sometimes)

             

            I will have a look at a Windows 7 PC and see if I can find anything 'old' from the previous agent that maybe getting in the way.

             

            Thanks for the answer and some pointers.

            • 3. Re: Inspect not working on Windows 7 machines
              phoffmann SupportEmployee

              So this is from a 2017.3 + SU4 Core against an agent with the same version.

               

               

              Having said that, it *IS* all a clean install (because VM-s) on the client ... now a few more thoughts.

               

              • The INSPECT stuff goes through CBA & thus the SERVICEHOST.LOG first of all ... have a peek and compare functioning devices (your Win10) versus non-functioning devices ... see if there's a difference in the logs there? Could be that something in CBA is off / authentication fails or what not for some reason ?
              • It's possible that the upgrade is somehow leaving some crud behind. Try a clean uninstall of the agent on a Win-7 device (then reboot) and a full install (+reboot) on the same device ... see if that does anything?

                Not suggesting that "this is the fix" - but at least it'll help us figure out whether there's some upgrade related hiccups of some sort that's plagueing you?

               

              Let's start with those I think?

              • 4. Re: Inspect not working on Windows 7 machines
                RobLent Specialist

                Ok thanks phoffmann

                 

                servicehost logs look Ok to be honest.

                 

                Anonymous connection created, get requests, etc.

                 

                I will do a full uninstall of the agent and a fresh install and see what that gives me.

                • 5. Re: Inspect not working on Windows 7 machines
                  RobLent Specialist

                  Just a quick question.

                   

                  If I install SU3 I know i need to update the agents but will they still work as is until I can get all the agents updated?

                  • 6. Re: Inspect not working on Windows 7 machines
                    phoffmann SupportEmployee

                    Since your clients are on 2016.x you should be fine.

                     

                    It'd be a bigger headache if you had (/have?) 9.5 or 9.6 clients.

                     

                    But you'll still want to get them upgraded sooner rather than later.

                    • 7. Re: Inspect not working on Windows 7 machines
                      RobLent Specialist

                      They are actaully all 2017.3 now but just without the SU.

                       

                      Fully undersatnd needing to get them upgraded sooner rather than later but at least it gives me a few days grace.

                       

                      Thanks for the reply.

                      • 8. Re: Inspect not working on Windows 7 machines
                        masterpetz ITSMMVPGroup

                        Hi Paul,

                         

                        we have the exact same behaviour today as we migrated one of our bigger customers. All Windows 7 machines with the 2017.3 SU3 Agent didn't get the inspection working as desired. A call on this:

                        http://devicename:9595/LDClient/ldprov.cgi/index

                        on an affected device gives me back just 5 collectors. on a Windows 10 machine with the same Agent I get all the expected collectors. Any ideas?

                         

                        Regards

                        Christian

                        • 9. Re: Inspect not working on Windows 7 machines
                          phoffmann SupportEmployee

                          I do not, sorry, masterpetz , the inspect stuff just happily works for me, so I've not had to troubleshoot it much so far beyond "there's issues with CBA period", rather than "issues with just INSPECT".

                           

                          This might need to go through support - certainly if there's a 2nd sighting, that makes it much less likely to be a "weird one off" ...

                           

                          One thing that might be curious to try (purely from a troubleshooting point of view) is doing a FULL agent uninstall (potentially even with clearing out the CBA), rebooting, performing a full and clean agent install (rebooting again) ... seeing if the issue persists still?

                           

                          It's just odd that "purely" Windows 7 is being singled out here ... sounds like something that we may need to duplicate for dev to have a sensible look at potentially ... very odd.

                          • 10. Re: Inspect not working on Windows 7 machines
                            RobLent Specialist

                            Although not 'good' I am glad this has happened to someone else too.

                             

                            I was hoping SU3 would fix this but lets see what happens.

                            • 11. Re: Inspect not working on Windows 7 machines
                              phoffmann SupportEmployee

                              "Reassuring" perhaps?

                               

                              No, I get you - it's helpful to know that it's not "something you did", as it were. Here's to hoping that we can hopefully figure out fairly well between the two (and/or more) of you as to what the commonalities are that would cause this to come around...

                              • 12. Re: Inspect not working on Windows 7 machines
                                RobLent Specialist

                                We have SU3 scheulded in for Wednesday eveing next week.  (Change process!)

                                 

                                I will update then and if we still have issues raise a call with support.

                                 

                                Have a great weekend.  (It is really hot and sunny here in the UK!)  :-)

                                • 13. Re: Inspect not working on Windows 7 machines
                                  masterpetz ITSMMVPGroup

                                  Hi,

                                   

                                  we moved to SU3 but this didn't fix the issue.

                                  Paul, one question to your screenshot. Is your Agent from your screenshot on 2017.3 SU3 or SU4? I'm asking because at our customer, all Windows 7 Clients with  the "old" 2016x agents work fine.

                                  By the way, I already opened a support case last week, hopefully we get a fast solution....-)

                                   

                                  Kind regards

                                  Christian

                                  • 14. Re: Inspect not working on Windows 7 machines
                                    RobLent Specialist

                                    Will see what happens with our SU3 install but from what you say it won't fix our problem.

                                     

                                    If not I will contact support and mention that there is already a call open for this issue.

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