ServiceDesk Plus

    Troubleshooting

     

    This section gives you solutions for the problems faced while scanning for workstations in ServiceDesk Plus Inventory module.

    1. Either access denied for the user or the remote DCOM option might be disabled in the workstation.

    2. User does not have the access privileges to perform this operation.

    3. Remote DCOM option is disabled in the Server machine.

    4. Connection to RPC server in the workstation failed.

    5. One of the WMI components is not registered properly.

    6. Execution failure in the WMI Service of workstation.

    7. WMI Service is disabled in the workstation.

    8. Request for scan operation rejected by the workstation.

    9. Connection to Telnet Service in the workstation failed.

    10. Either Username or Password is incorrect in the workstation.

    11. Scan operation Timed out.

    12. The operation invoked is not supported in the current platform.

    13. General failure while performing the operation.

    Error Message

    Either access denied for the user or the remote DCOM option might be disabled in the workstation

    Cause

    This error message is shown when scanning of a Windows workstation fails due to any of the following reasons:

    1. The login name and password provided for scanning might be invalid in the workstation.

    2. Remote DCOM option might be disabled in the remote workstation.

    Resolution

    1. Check if the login name and password are entered correctly.

    2. Check if Remote DCOM is enabled in the remote workstation. If not enabled, then enable the same.

      To enable DCOM in Windows 2000 Computers:

      1. Select Start > Run

      2. Type DCOMCNFG in the text field

      3. Click OK.

      4. Select Default Properties tab

      5. Check the box "Enable Distributed COM in this machine"

      6. Press OK

      To enable DCOM in Windows XP Computers:
      1. Select Start > Run

      2. Type DCOMCNFG in the text field

      3. Click OK

      4. Right Click on Component Services > Computers > My Computer

      5. Click Properties

      6. Select Default Properties tab in the frame that pops

      7. Check the box "Enable Distributed COM in this machine"

      8. Press OK

    3. Check if the user account is valid in the target workstation. For this execute the following commands in the command prompt (of the server machine).

      net use \\<RemoteComputerName>\C$  /u:<DomainName\UserName>  "<password>"
      net use \\<RemoteComputerName>\ADMIN$  /u:<DomainName\UserName>  "<password>"

      Replace the relevant value within <>. Supply password within the quotes.

    If these commands show any error message, then the provided user account is not valid in that remote computer.

     

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    Error Message

    User does not have the access privileges to perform this operation

    Cause

    Such error messages are shown, if the User ID provided for scanning does not have sufficient access privileges to perform the scanning operation. Probably, this user does not belong to the Administrator group of the workstation.

    Resolution

    Move the user to the Administrator Group of the workstation (or) Scan with an administrator (preferably a Domain Administrator) account.

     

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    Error Message

    Remote DCOM option is disabled in the Server machine

    Cause

    Remote DCOM option might be disabled in the machine running ServiceDesk Plus Server.

    Resolution

    ServiceDesk uses Windows Management Instrumentation (WMI) to scan the remote workstations. WMI works over Remote DCOM and hence this option must be enabled for scanning the remote machines.

     

    To know how to enable DCOM in  Windows system refer to resolution of the error message Either access denied for the user or the remote DCOM option might be disabled in the workstation.

     

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    Error Message Connection to RPC server in the workstation failed

    Cause

    This message is shown when a firewall is configured on the remote computer. Such exceptions mostly occur in Windows XP (SP-2), when the default Windows Firewall is enabled.

    Resolution

    Disable the default Firewall in the workstation. To disable the Firewall in Windows XP (SP2)
    1. Select Start->Run

    2. Type Firewall.cpl

    3. Click OK.

    4. In the General tab, click Off.

    5. Click OK.

    If  Firewall cannot be disabled then, we can lauch Remote Administration feature for administrators in the remote computer. The following command when executed in the target computer, can enable the feature:

     

    netsh friewall set service RemoteAdmin
     

    After scanning the computer, if required, the Remote Administration feature can also be disabled. The following command disables the feature:

     

    netsh friewall set service RemoteAdmin disable

     

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    Error Message One of the WMI components is not registered properly

    Cause

    This message is shown if WMI is not available in the remote windows workstation. This happens in the Windows 9x, Windows NT and Windows ME. Such error codes might also occur in higher versions of Windows if the WMI Components are not registered properly.

    Resolution

    Install WMI core in the remote workstation. This can be downloaded from the Microsoft web site. If the problem is due to WMI Components registration, then register the WMI dlls by executing the following command at command prompt:

    winmgmt /RegServer

     

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    Error Message Execution failure in the WMI Service of workstation

    Cause

    Such error messages are shown, when there are some internal execution failures in the WMI Service (winmgmt.exe) running in the remote workstation. Probably the last update of the WMI Repository in that workstation could have failed.

    Resolution

    Restart the WMI Service in the remote workstation. To restart the WMI service in the workstation

    1. Click Start -> Run.

    2. Type Services.msc

    3. Click OK.

    4. In the Services window that pops-up, select "Windows Management Instrumentation" service and right-click on that.

    5. Click Restart.

     

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    Error Message WMI Service is disabled in the workstation

    Cause

    This error message is shown when the WMI Service (winmgmt.exe) is not enabled in the remote workstation.

    Resolution

    Modify the property of WMI Service to Manual or Automatic from Disabled.

    1. Click Start -> Run.

    2. Type Services.msc

    3. Click OK.

    4. In the Services window that pops-up, select "Windows Management Instrumentation" service and right-click on that.

    5. Click Properties.

    6. If the Startup type is "Disabled", change it to "Automatic/Manual" and start the service.

    7. Restart the service.

     

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    Error Message Request for scan operation rejected by the workstation

    Cause

    DCOM settings in Registry of the target workstation reject the scan request.

    Resolution

    Edit the Registry key value, as described below:
    1. Use Regedit to navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\OLE.

    2. Double-click the EnableDCOM value Name, a string (REG_SZ) data type. Set its data value to Y, even if it is already SET to Y.

    3. Click OK

    4. Shutdown and restart the computer.

     

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    Error Message Connection to Telnet Service in the workstation failed

    Cause

    Telnet Service might not be running in the target computer (or) Telnet Service is not running in default port 23.

    Resolution

    Discovering remote Linux Machines by ServiceDesk is done using Telnet. Ensure that Telnet is running in the remote workstations in the default port 23.

     

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    Error Message Either Username or Password is incorrect in the workstation

    Cause

    The username and password provided to scan the remote workstation is incorrect.

    Resolution

    Discovering Linux Workstations, in ServiceDesk Plus is done using the Telnet. Provide a valid username and password that can successfully establish a telnet session with the target workstation.

     

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    Error Message Scan operation Timed out

    Cause

    Target workstation did not respond within the default time limit. This might be due to some delay in the network.

    Resolution

    Try scanning the workstation, sometime later. If the same error message repeats, contact ServiceDesk Plus Support Team at servicedeskplus-support@manageengine.com.

     

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    Error Message The operation invoked is not supported in the current platform

    Cause

    Such error codes are shown if the workstation has an Operating System other than Windows or Linux.

    Resolution

    Currently, Network Discovery in ServiceDesk Plus supports Windows or Linux machines, only.

     

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    Error Message General failure while performing the operation

    Cause

    Some unexpected exception occurred while, scanning the workstation.

    Resolution

    Contact the ServiceDesk support team at servicedeskplus-support@manageengine.com with the Error log files. You can obtain the error log files from Support tab by clicking on the Support File link in the ServiceDesk Plus application.

     

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