Troubleshooting Agent Installation Issues

Agent Installation Pre-requisites:

1. Account

• A domain account is an admin or service account with limited administrative privilege.
• The account used for installation should have access to the agent machine Admin$\temp folder with read and write permissions.

2. Admin$/temp accessibility

To confirm the Admin$/temp accessibility:

• Log in to the Endpoint Central server machine with the domain account used for installation.
• Open the Run dialog.
• Enter the remote machine share path. For example: \\computer-name\Admin$\temp

3. Log on as a batch job

The Log on as a batch job user right needs to be enabled in the local Group Policy only on the Endpoint Central server machine and on distribution server machines. It is not required on every endpoint.

Steps to enable logon batch job:

• Open the Run dialog and enter gpedit.msc.
• Go to Computer Configuration > Policies > Windows Settings > Security Settings > Local Policies > User Rights Assignment.
• Open Log on as a batch job. If the account used for push installation is not listed, add it.

• If the machine is a domain controller, change the settings of the default domain controller policy.

To verify whether the "Log on as a batch job" is enabled, follow the steps below:

• Download
  logonusercheck.exe (SHA 256 Checksum: c84e53c9171f6f61ab327491a8a77c0a2b69480322ce27da0790f9d8e856225b)
  on the Endpoint Central server machine.

• Run the executable with administrator privileges.
• Enter the username and password to test the logon.
• If the logon is successful, the message below will be displayed on the screen.

Agent Installation Issues and Solutions

Agent machine Admin$\temp is not accessible

Problem: The Agent machine Admin$\temp is not accessible from the server installed machine with the given domain credentials.

Resolution:

If the agent machine Admin$\temp share is not accessible with the specified domain credentials, complete the following steps:

• Ensure that the prerequisites have been fulfilled.
• Follow the steps in Enabling the administrative share.

Unable to locate RemCom.exe

Problem: The Remcom.exe file does not exist on the end-user machine.

Resolution:

• Verify that RemCom.exe exists in server_installed_dir\bin\.
• Contact endpointcentral-support@manageengine.com for the resolution steps.

Access denied while copying agent binaries

Problem: Access has been denied while copying Agent binaries to the end user's machine share.

Resolution: Ensure that all prerequisites are met.

Log on as a batch job is not enabled for the domain account

Problem: The screen displays the message "Logon As Batch job not enabled for domain account".

Resolution: Please refer to the pre-requisites to resolve this issue.

Target account name is incorrect

Problem: When you try to install an agent using the Scope of Management and the installation fails, this error message is displayed.

Resolution: Refer to the following document to resolve this issue: Target account name incorrect

Unknown username or password

Problem:Endpoint Central agent or distribution server installation fails with the error message "unknown username or password."

Resolution: Refer to Resolving an unknown username or password error.

Digital signature of the installer file is invalid

Problem: The agent installation or upgrade fails.

Resolution: Verify if the UEMSAgent.msi file is signed by ZOHO. Please contact support with the necessary details along with the Server, Agent and Distribution Server logs. The server path and distribution server path is given below.

Server path: server-installed-dir\webapps\DesktopCentral\agent\UEMSAgent.msi

Distribution Server path: DS-installed-dir\replication\agent\UEMSAgent.msi

Steps to verify the Digital Signature:

• Navigate to the UEMSAgent.msi file by using the applicable path mentioned above.
• Right-click UEMSAgent.msi, and then select Properties.
• Open the Digital Signatures tab and verify that a valid ZOHO signature is present, as shown in the following image.