N-central Help

KBA20008: Agent and Probe Installation Troubleshooting

Knowledge Base Article #: 20008
Applicable Versions: N-central 6.x, 7.x, 8.x, 9.x
Date Created/Updated: April 27, 2011

Introduction

This article will help you overcome various errors that you may encounter while deploying Agents and Probes on your customer's network.

Some common issues that are discussed in this article are:

  1. Best Practice for upgrading Windows Agents or Windows Probes
  2. Installing a Windows Software Probe to a machine without a domain
  3. Error: The Wizard was interrupted...
  4. Error: Could not establish remote connection. Resource: ADMIN$
  5. Error: Access denied when connecting to : 192.168.1.100, Namespace = root\cimv2, UserName =DOMAIN\administrator

Best Practice for upgrading Windows Agents or Windows Probes

Following an upgrade of your N-central server, it is best to upgrade your agents and probes on a Customer by Customer basis.

Process

Do not upgrade all Customer Windows Agents or Windows Probes simultaneously. This may cause undesired heavy traffic and load on your N-central server and customer's network. Generally it is advised to upgrade 1-3 customers at a time, depending on their deployment size.

  1. In your N-central UI, click on the Service Organization at the top level.
  2. Click Administration > Customers/Sites.
  3. Check the box next to the customer you wish to upgrade, and then from the drop-menu at the top, select Upgrade Monitoring Software
  4. Select whether you wish to upgrade all Agents or Backup Manager.
  5. Wait 15-20 minutes for all the Windows Agents or Windows Probes to upgrade. The time depends on the number of devices being upgraded, network traffic and server load. You can check on their progress by reviewing the Monitoring Element Version report, which can be run at the Customer or Service Organization level.
  6. Repeat steps 1-5 for your next Customer(s).

Installing a Windows Software Probe to a machine without a domain

Many partners wish to install a Windows Software Probe (WSP) to a Windows machine that is not part of a windows domain. Doing this is easy, and will allow you to monitor TCP services (Connectivity, HTTP, FTP, SMTP and so on).

Installation

When you are presented with the installation screen asking you to enter the credentials of a Domain administrator enter a local administrator username and password, and the Computer name (NETBIOS) name of the machine instead of the domain:

  • Username: COMPUTERNAME\username
  • Password: XXXXXXXX

This will allow the WSP to install and log into itself (which is how it tests to see if the account is valid).

You can get WMI readings between devices in a Workgroup environment. What is required is that the probe is installed using an administrator account which will also exist on each of the workgroup computers that the probe will be polling. This means installing it either using:

  1. The administrator account
  2. Creating an account on each of the computers, with full administrative privileges, and a non-expiring password.

If you opt for the latter, bear in mind that creating the account under both the Administrators group and the Users group. You will need to remove the account from the Users group, as the account will inherit some of the permission restrictions of the Users group.

In either case, ensure that the password is the exact same on each computer.

After the Probe is installed, the service will have to be modified to use the administrator account:

  1. Stop the Windows Software Probe and Windows Software Probe Maintenance services in SERVICES.MSC
  2. Change the service credentials by right clicking on each service and selecting: Properties > Log On. Ensure that you type in your full credentials (including the domain name, if applicable).
  3. Restart the Windows Software Probe and Windows Software Probe Maintenance services in SERVICES.MSC
  4. The startup.ini should be deleted automatically upon the services starting.

Error: The Wizard was interrupted...

If during install you receive an error: "The wizard was interrupted before Windows Agent could be completely installed", it is typically a sign of a corrupt WMI or another issue while communicating with the local WMI.

Windows Event log will also likely log an error for the Microsoft Installer (MSIEXEC) and/or the Windows Agent Installer. If you find this information, add this information to the case for the technician to investigate.

Discussion

Certain root-caused of this issue have been resolved in Service Pack 1 for 6.7 and again in 7.0.

Resolution
  1. Ensure that %SystemRoot%\System32\Wbem is in the path in the environment variables of the system.
  2. Reboot the machine to ensure that no other installations are pending or stalled.
  3. The WMI Repository may be corrupt. Can you access try the following?
    1. Click Start, then Run and type: wbemtest.
    2. Click the Connect button.
    3. In the Namespace enter: root\cimv2
    4. Click Connect.
    5. Click the Query button.
    6. Select the WQL Query option and type: select * from Win32_PhysicalMemory
  4. If unable to query the WMI or the issue persists, you can re-sync the WMI by doing the following:
    • For Windows XP and Windows 2000 Servers, run the following commands at an MS-DOS prompt on the machine being monitored:
      • winmgmt /clearadap
      • winmgmt /kill
      • winmgmt /unregserver
      • winmgmt /regserver
      • winmgmt /resyncperf
      • For Windows 2003 Servers:
      • wmiadap.exe /c
      • wmiadap.exe /f
      • lodctr /R
    • For Windows 2008 Servers:
      • winmgmt /salvagerepository

Error: Could not establish remote connection. Resource: ADMIN$

This issue may occur when one or more of the following conditions are true:

  • There are network connectivity problems.
  • There are name resolution issues with, for example, Windows Internet Name Service (WINS) or Domain Name System (DNS).
  • The Remote Registry service is disabled on the client computer.
  • The Microsoft Windows XP or Microsoft Windows Server 2003 firewall is blocking communications between the Probe and the Target Device.
  • The Server service on the client is not started.
  • File and Printer Sharing for Microsoft Networks is not installed on the client computer.
  • Verify the "Windows Software Probe" Windows Service is running with Domain Admin credentials, ensure you have logged onto the computer with that same Domain Admin user used to run the Windows Software Probe Service.

To manually verify that the ADMIN$ share is accessible:

  1. Log onto the Windows Software Probe with the same credentials that the Probe is running as.
  2. Click Start, then Run
  3. Type: \\<devicename>\ADMIN$ without quotes (<devicename> should be replaced with the device that is having the issue's DNS name or IP )
  4. should be able to browse files within ADMIN$ share
  5. if prompted for password to connect to ADMIN$, the user you have logged on as does not have Privileges to access ADMIN$

Error: Access denied when connecting to : 192.168.1.100, Namespace = root\cimv2, UserName =DOMAIN\administrator

This error is indicative of an issue connecting with the device's WMI repository to gather information or install an Agent. First, verify that the IP address of the device is correct. You could simply be connecting to the wrong IP address.

To verify
  1. Click Start, then Run and type: wbemtest.
  2. Click the Connect button
  3. In the Namespace enter \\IP Address of the target Device\root\cimv2
  4. Enter the credentials your Probe is using.
  5. Click Connect

If this cannot connect, the issue is that the credentials the probe is using do not have access to the WMI namespace on the target device. If this is the case, is the probe using a domain admin account? if not, I would suggest changing the probes credentials to a domain admin level account. You can do this by following the steps outlined in the attached solution called: Resetting Probe Credentials. If that does not correct the issue, then the target device does not have any record of this account and it can be pushed by a group policy or can be done manually on each device with the following method.

Resolution

On the target device:

  1. Select Start then click on Run.
  2. Type DCOMCNFG and click OK.
  3. Click No for any warning screens that appear unless it is the User Access Control (UAC) prompt.
  4. Double-click Component Services.
  5. Double-click Computers.
  6. Right-click on My Computer.
  7. Select Properties.

    The My Computer Properties dialog opens

  8. Select the COM Security (Default Security) tab.
  9. In the Access Permissions section, click Edit Default.
  10. Make sure that both "Self" and "System" are listed in the dialog with Local and Remote Access.
    1. Add the Probe's user account, if applicable. To add a user, click "Add..." and type in the missing user names (including domain name) then click OK. You will need to set their permissions to both Local and Remote Access.
    2. Click OK to return to the COM Security Tab.
  11. In the Launch Permissions section, click Edit Limits.
  12. Make sure that both "Anonymous Logon" and "Everyone" are listed in the dialog.
    1. Add the Probe's user account, if applicable. To add a user, click "Add..." and type in the missing user names (including domain name) then click OK. You will need to set their permissions to both Local and Remote Access.
    2. Click OK to return to the COM Security Tab.
  13. Close the Component Services dialog.
  14. Select the Default Protocols tab.
  15. Verify that "Connection-Oriented TCP/IP" is at the top of the list. Click on the Move Up option if it isn't or click on Add and then Choose Connection-Oriented TCP/IP if it is missing.
  16. Remove any datagram protocols (UDP/IP, IPX, etc) with the permission of the customer.
  17. Click OK to exit the My Computer Properties window.
  18. Select Start and click Run.
  19. Type WMIMGMT.MSC and press Enter.
  20. Right-Click WMI Control (Local) and select Properties.
  21. Under the Security tab, expand the Root folder and select CIMV2. Click on the Security button.
  22. Ensure that the Probe's and the Administrator's credentials are listed with Full Access.
  23. Repeat for the SecurityCenter folder.
  24. Click OK and exit out of the wmimgmt.msc console.