Troubleshooting the sensor

This topic describes common problems that occur with the Windows computer system sensor and presents solutions for those problems.

Problem with WMI

Problem
Windows Management Instrumentation (WMI) fails on the system that is to be discovered, which causes discovery to fail.
Solution
Restarting WMI might correct the problem. Use the following commands to restart WMI:
net stop winmgmt
net start winmgmt
If restarting WMI does not correct the problem, use the following Microsoft utilities to troubleshoot WMI problems. These utilities are available at https://technet.microsoft.com/en-us/scriptcenter/dd772288.aspx.
WMIDiag
Follow the instructions to install and run the utility, and verify that WMI is working correctly.
Scriptomatic
The Scriptomatic utility can be used to generate WMI queries that are similar to those used by Agile Service Manager. The following WMI classes are some that Agile Service Manager queries:
  • Win32_Process
  • Win32_OperatingSystem
  • Win32_WMISetting
  • Win32_ComputerSystem
Verify that these classes can be queried using the Scriptomatic utility locally on the target system and remotely from the gateway.

WMI access denied errors

Problem
You have WMI access denied errors.
Solution
Refer to Appendix F of the Deployment Guide Series: IBM® Tivoli® Change and Configuration Management Database Configuration Discovery and Tracking v1.1, an IBM Redbooks® publication, at http://www.redbooks.ibm.com/abstracts/SG247264.html.

WMI process creation errors

Problem
WMI process creation fails with an access error during provider installation. There might be a problem with the Windows Replace a Process Level Token privilege not being granted to the required accounts.
Solution
  • This privilege should be granted to the LOCAL SERVICE and NETWORK SERVICE accounts. To verify this, complete the following steps:
    1. Log onto the target machine using the console or the Terminal Server Client.
    2. Click Start.
    3. Select Run.
    4. Enter gpedit.msc to start the Group Policy editor.
    5. Descend down the tree of privileges under Local Computer Policy > Computer Configuration > Windows Settings > Security Settings > Local Policies > User Rights Assignment.
  • If you cannot change the accounts assigned to the Replace a Process Level Token privilege, try to add the discovery account to a group that has that privilege.

    Check to see if the Tivoli_Admin_Privileges group has the privilege. If it does, make the discovery account a member of that group.

The specified network name is no longer available

Problem
If this error occurs, or if there is a problem copying files to the target during provider installation, there might be a problem connecting to the SMB (file sharing) service on the target machine.
Solution

Complete the following steps:

  1. Check to see if an SMB port is listening.
    • Windows 2003 will listen on port 445.
    • Windows 2000 may listen on either 445 or 139.
  2. On the gateway, check to see if a connection is allowed or refused by opening a command window and running the following command:
    telnet <target machine name> 445
  3. If it is refused, repeat step b using port 139. If both fail, you have one of the following issues:
    • There is a firewall preventing the gateway from connecting to the target SMB service.
    • The SMB service is not running or otherwise not functional.

To determine whether the cause is a firewall or the SMB service, complete the following steps:

  1. Log onto the target machine through the console or the Terminal Server Client.
  2. Run the telnet commands in steps 2and 3 above, where this time <target machine name> is the local machine.

    If telnet succeeds, a firewall is causing the problem. Otherwise, there is a problem with the SMB service.

Do the following:

  • View the control panel, services, and check if the Server service is running.
  • Run the following command at the command line:

    net share

    One of the shares: c$ or admin$ must exist.

Slow discovery of Windows 2003 SP1 systems, or applications running on those systems

Problem
The slow discovery of Windows 2003 SP1 systems, or applications running on those systems, might be a result of a memory leak in the WMI service.
Solution
Ensure that the following hotfix, available from Microsoft, is installed: http://support.microsoft.com/kb/911262

Windows 2000 systems are not discovered

Problem
If Windows 2000 systems are not discovered, the problem might be because an unsupported version of the netstat program installed on the target system. The netstat program is used to get TCP port information during discovery. Windows 2000 systems use a different version of the netstat program from the one installed on systems running later versions of Windows.
Solution
Ensure that the following hotfix, available from Microsoft, is installed: http://support.microsoft.com/kb/907980

Agile Service Manager Discovery of Windows XP targets when local firewall is enabled.

Problem
Windows XP-based targets generally have the local firewall that is enabled for added security.

The Agile Service Manager discovery on these computers fails with following error if the firewall blocks the discovery:

CTJTP1161E The application cannot establish the following WMI session: SessionClientException: SELECT BuildVersion FROM Win32_WMISetting failed (0x800706ba: The RPC server is unavailable.): 0x800706ba: System. Runtime.InteropServices.COMException (0x800706BA): The RPC server is unavailable.

Solution
To discover a Windows target when there is a Local firewall that is enabled, restrict the RPC ports on Windows XP target to a narrow range, and then open those ports on the firewall.
Follow these steps to restrict the DCOM ports:
  1. Goto Control Panel.
  2. Select Administrative Tools.
  3. Select Component Services.
  4. Select Computers.
  5. Right click My Computerand open Properties.
  6. Select Default Protocolstab.
  7. Double-click Connection-oriented TCP/IP.
  8. Select Add in COM internet services window.
  9. Add a port range, for example, 5000-5050. Click OK.
  10. Restart the computer.

Add the DCOM ports to the firewall exception list.

Follow these steps to allow the ports in local firewall:
  1. Goto Control Panel.
  2. Click Windows Firewall.
  3. Click Exceptions.
  4. Click Add Port .
  5. Add each of the DCOM ports one by one to the restrictions.

Sensor fails on targets with Tectia SSH Server because of the 'failed to copy file' error

Problem
Sensor fails on targets with Tectia SSH Server, and the log files contain the following message:
session.Ssh2SessionClient - failed to copy file: AAAA to: BBBB with retray 0
java.io.EOFException: SSHSCP1: premature EOF
Solution
To solve the problem, complete the following steps:
  1. Install Tectia SSH Client on the Agile Service Manager server.
  2. Configure Agile Service Manager to use external Tectia scp command. Set the com.collation.platform.os.scp.command property in the collation.properties file to point to the Tectia scp command. For example:
    com.collation.platform.os.scp.command=C:\\SshTectia\\SSH Tectia Client\\scp2.exe
    You can define the preceding flag only for the selected IPs and scope sets. For example:
    com.collation.platform.os.scp.command.10.11.12.13=C:\\SshTectia\\SSH Tectia Client\\scp2.exe
com.collation.platform.os.scp.command.scopesetA=C:\\SshTectia\\SSH Tectia Client\\scp2.exe
    Note: When Agile Service Manager is in FIPS 140-2 compliant mode, using the external scp command might affect security. In such case, you must make sure that the used SCP program is FIPS-compliant.

Windows Storage sensor error is received when windows computer system script sensor is run

Problem
Storage sensor error is received when windows computer system script sensor is invoked. In TopologyManager.log file following error was received:
com.ibm.tivoli.namereconciliation.common.NrsDatabaseException: 2002. 
The length of a string provided has exceeded the maximum length. Shorten the string length and
try the request again.
com.collation.platform.model.topology.sys.windows.WindowsComputerSystem 
ERROR sys.SoftwareComponentJdo - [Jdo.E.5] Naming exception - guid not found
{softwareVersion=6.0.1.163 NULNULNULNULNULNULNULNULNUL…….}

Here the version of the software contains special characters, which are visible as “NULNUL…..” due to which the data length exceeds for an intermediate table column length limit.

Solution
To resolve this error:
  1. Set following property in collation.properties file:
    com.ibm.cdb.WindowsSoftwareComponent.VersionForNaming.TrimToLength=true
  2. Rerun the discovery. This truncates the software version to 192 characters. When the length exceeds this length and then it will go for saving with the truncated value.

Korean language characters not captured correctly during discovery

Problem
When WindowsComputerSystemSensor in script mode discovers the data that contains characters in the Korean language on target, then the Korean language characters are not captured correctly, and invalid characters are displayed in the DMP. This problem is due to the discovered data being read by the sensor with default coding ISO_8859_1.
Solution
To resolve this error, the sensor must read the discovered data from the target with encoding in UTF-8 format. This can be done by configuring the following property to ‘true’ in collation.properties file on the discovery server: 
com.ibm.cdb.discover.OutputFileSplittingProcess.DefaultReadEncoding=true

Once the above property is configured, UTF-8 encoding will be used for encoding the discovered data and it will read, store, and display the data in the correct format.