Inventory Management - Knowledge Base

Software Installation - Knowledge Base

1. No pacthes are listed in "Applicable" and "Missing Patches". Why?

• Check whether the Desktop Central Agents have been installed in all the managed computers. Refer to here for possible reasons for agent installation failure.
• The systems have been scanned at least once. For periodic scanning, configure Patch Scanning.

Questions

2. Why manual Patch Scanning has failed?

Patch Scanning could fail with any of the following errors:

Access Denied

• Check whether the Domain Administrator credentials supplied while defining the Scope of Management is still valid and has not been changed.
• Check whether the DCOM settings have been enabled in all the managed computers. Refer to here for steps to enable DCOM Settings.
• If the client computers is in a workgroup (not part of a Windows Domain), the Forced Guest feature should be turned off. Make the following change in all the client computers:
  1. Start --> Run--> explorer
  2. Select Tools --> Folder Options
  3. Select the View tab.
  4. Unselect the option "Use simple file sharing" and click OK

RPC Server is Unavailable

• When the remote computer is not reachable. Check whether the system is up and running when the scan is performed.
• When Remote Administration is disabled in the client computers Firewall. Click here for steps to enable Remote Administration.
• When the "File and Printer Sharing for Microsoft Networks" is not enabled in the network adapter of the client computers. Click here for the steps to enable.

Scanning Timed Out

• When the Firewall running in the m/c running Desktop Central Server blocks the data. Ensure that the Desktop Central Port (default is 8020) is added to the exceptions list.
• If the scanning has failed for computers in remote offices, check whether the system is up when the scanning is performed and ensure the service "ManageEngine Desktop Central 6 - Remote Control" is running in the client computers.
• When the machine running Desktop Central has multiple IP Addresses, like a Virtual Adapter, two NICs, etc. Try disabling the virtual Adapters, if any.

Questions

3. Why scheduled Patch Scanning has failed?

• When the Firewall running in the m/c running Desktop Central Server blocks the data. Ensure that the Desktop Central Port (default is 8020) is added to the exceptions list.
• If the local group policy is disabled in the client computers, scheduled scanning for patches will fail. Click here for the steps to enable local GPO.

Questions

4. The latest patches are not getting updated. What could be the reason?

When the proxy server credentials given in the Proxy Server settings is no longer valid. Reconfigure by specifying a valid credential.

Questions

5. Unable to deploy the patches to the systems. Why?

Verify the following:

• The Desktop Central Agents in the client machines are the latest versions. Check the Agent versions in the client systems from Admin --> Scope of Management link.
• The target computer is up and running.
• The Patch has been downloaded from the Microsoft website. Check the status of the patch download from Patch Mgmt --> Downloaded Patches.
• When the proxy server credentials given in the Proxy Server settings is no longer valid. Reconfigure by specifying a valid credential.
• If the local group policy is disabled in the client computers, scheduled scanning for patches will fail. Click here for the steps to enable local GPO.
• When the Firewall running in the m/c running Desktop Central Server blocks the data. Ensure that the Desktop Central Port (default is 8020) is added to the exceptions list.
• If an OU or a Group is specified as the target for a configuration, check whether that OU/Group has users and computers within it. You should login as that user or restart the computers within that OU/Group to get the patches deployed.
• When the Domain Controller is not reachable from the client computers. Check the Event Logs in the client computers for any errors. To open the Event Viewer, type eventvwr from Start--> Run and press Enter. Select Application from the left tree and look for Errors with Event IDs 1030, 1054, & 1058. Refer to Microsoft Knowledge Base articles to resolve these errors.

Questions

6. The Vulnerability Database is not getting updated. Why?

One possible reason could be that the proxy server is blocking the data. Ensure the following:

1. The proxy server allows communication through port 443 and 80
2. Add sync.patchquest.com to the exception list of your proxy server.

Questions

7. Patch installation fails while downloading the patches. Why?

One possible reason could be that the authentication provided in the proxy settings do not have necessary privileges to download EXE files.

Questions

8. Patch installation fails with error "Fatal Error during Installation". Why?

This may be due to some patch specific errors. Check the %windows%\KB******.log for possible reasons.

If problem persists, contact support with the following logs:

1. %windows%\KB******.log
2. Agent logs pertaining to the computers where the patch is being installed.
   

Questions

Inventory Management - Knowledge Base

Software Installation - Knowledge Base