B.1 Troubleshooting Installation

This section provides solutions to problems you might encounter when installing ZENworks 10 Assset Management SP3.

ZENworks 10 Asset Management SP3 installation might fail on 64-bit Windows Server 2003 and 64-bit Windows Server 2008

Source: ZENworks 10 Assset Management SP3; Installation.
Explanation: If you are installing ZENworks 10 Management SP3 to a 64-bit Windows Server 2003 or 64-bit Windows Server 2008, the installation might fail or hang because of the Windows Installer (msiexec) utility. The following message is logged in the installation log: 
Msiexec returned 1603:
Possible Cause: The device does not have Windows Installer 4.5 installed.
Action: Do the following on the 64-bit Windows Server 2003 or 64-bit Windows Server 2008 device:

  1. Upgrade the Windows Installer (msiexec) utility to Windows Installer 4.5 or later. For more information on how to upgrade to Windows Installer 4.5, see the Microsoft Help and Support Web site.

  2. Reinstall ZENworks 10 Asset Management SP3:

    1. On the Novell ZENworks 10 installation DVD, browse to install\disk\instdata\windows\vm and execute the following command:

      install.exe -Dzenworks.configure.force=true

    2. Follow the installation wizard prompts.

      For more information, see the Section 4.1, Performing the Installation.

Installing from the root directory on a Linux device fails to create the self-signed certificates

Source: ZENworks 10 Assset Management SP3; Installation.
Action: On the Linux device, download and copy the ZENworks 10 installation ISO image to a temporary location to which all users have the Read and Execute permissions.

Configuring the ZENworks Server to an Oracle database fails

Source: ZENworks 10 Assset Management SP3; Installation.
Explanation: If the NLS_CHARACTERSET parameter is not set to AL32UTF8 and the NLS_NCHAR_CHARACTERSET parameter is not set to AL16UTF16, the database installation fails with the following error messages: 
Failed to run the sql script: localization-updater.sql,
message:Failed to execute the SQL command: insert into
zLocalizedMessage(messageid,lang,messagestr)
values('POLICYHANDLERS.EPE.INVALID_VALUE_FORMAT','fr','La stratégie {0} n''a
pas pu être appliquée du fait que la valeur de la variable "{1}" n''est pas
dans un format valide.'),
message:ORA-00600: internal error code, arguments: [ktfbbsearch-7], [8], [],
[], [], [], [], []
Action: Set the NLS_CHARACTERSET parameter to AL32UTF8 and the NLS_NCHAR_CHARACTERSET parameter to AL16UTF16.

To ensure that the character set parameters are configured with the recommended values, run the following query at the database prompt:

select parameter, value from nls_database_parameters where parameter like '%CHARACTERSET%';

Unable to establish a remote desktop session with a Windows device running the ZENworks 10 Asset Management SP3 installation program

Source: ZENworks 10 Assset Management SP3; Installation.
Explanation: If you try to use a Remote Desktop Connection to connect to a Windows server on which the ZENworks 10 Asset Management SP3 installation program is running, the session terminates with the following error message: 
The RDP protocol component "DATA ENCRYPTION" detected an error in the protocol stream and has disconnected the client.
Action: See the Microsoft Help and Support Web site.

Installing a second server gives an error message

Source: ZENworks 10 Assset Management SP3; Installation.
Explanation: When you are installing the second server into a Management Zone, an error message might be displayed at the end of the installation that contains the following text somewhere in the message: 
... FatalInstallException Name is null

However, the installation otherwise seems to complete successfully.

This error is being displayed erroneously because the program thinks that the server needs to be reconfigured, but it doesn't.

Action: Review the installation log file. If there are no errors there related to this error message, you can ignore it.

Mono installation on Linux fails

Source: ZENworks 10 Assset Management SP3; Installation.
Possible Cause: If the directory to which you have extracted the ZENworks 10 installation ISO image contains spaces and if you choose to install Mono bundled with ZENworks, the Mono installation fails on Linux.
Action: Ensure that the directory to which you want to extract the installation ISO image does not contain spaces.

ConfigureAction fails because of an error detected by HotSpot Virtual Machine

Source: ZENworks 10 Assset Management SP3; Installation.
Explanation: If you are installing the first Primary Server on a Linux device, and if at the end of the process that configures the database you see an error has occurred and you are given the option of continuing or rolling back, you should check the log file at /var/opt/novell/log/zenworks/ZENworks_Install_[date].log.xml. If you see the error specified below, it is safe to continue with the install. 
ConfigureAction failed!:

select tableName, internalName, defaultValue from Adf where inUse =?#
An unexpected error has been detected by HotSpot Virtual Machine:
#SIGSEGV (0xb) at pc=0xb7f6e340, pid=11887, tid=2284317600
#
#Java VM: Java HotSpot(TM) Server VM (1.5.0_11-b03 mixed mode)

#Problematic frame:
#C [libpthread.so.0+0x7340] __pthread_mutex_lock+0x20
Action: Ignore the error message.

Unable to install NetIdentity from Novell Client 32 on a device that has ZENworks installed

Source: ZENworks 10 Assset Management SP3; Installation.
Explanation: When you try to install the NetIdentity agent that ships with Novell Client32 on a device that has ZENworks Assset Management installed, the installation fails with the following error message: 
An incompatible version of Novell ZENworks Desktop Management Agent has been detected
Possible Cause: The NetIdentity agent is not installed before installing ZENworks.
Action: Do the following:

  1. Uninstall ZENworks 10 Asset Management.

    For more information on how to uninstall ZENworks Asset Management, see Section 7.0, Uninstalling ZENworks Software.

  2. Install the NetIdentity agent from Novell Client32.

  3. Install ZENworks Asset Management.

    For more information on how to install ZENworks Asset Management, see Section 4.0, Installing the ZENworks Server.

ZENworks 10 Asset Management SP3 Installation fails if you choose to configure ZENworks Server with the external Sybase database

Source: ZENworks 10 Assset Management SP3; Installation.
Explanation: During the ZENworks 10 Assset Management SP3 installation, if you choose to configure the ZENworks Server with either the Remote OEM Sybase or Remote Sybase SQL Anywhere database, the installation fails and the following message is logged in the Installation logs: 
Caused by: com.mchange.v2.resourcepool.CannotAcquireResourceException: A ResourcePool could not acquire a resource from its primary factory or source.
Possible Cause: The specified external database server name is incorrect.
Action: Relaunch the ZENworks 10 Asset Management SP3 Installation Wizard and ensure that you specify the correct external database server details.

Unable to open the ZENworks 10 Asset Management SP3 Installation logs by using a Web browser on a non-English Primary Server

Source: ZENworks 10 Assset Management SP3; Installation.
Explanation: On a non-English Primary Server that has ZENworks 10 Asset Management SP3 installed, you are unable to open the Installation logs by using a Web browser. However, you can still open the Installation logs in a text editor.

The Installation logs are located at /var/opt/novell/log/zenworks/ on Linux and zenworks_installation_directory\novell\zenworks\logs on Windows.

Action: Before opening the Installation logs (.xml) in a Web browser, change the encoding for all the Installation LogViewer files:

  1. Using a text editor, open one of the following LogViewer files located at /var/opt/novell/log/zenworks/logviewer on Linux and zenworks_installation_directory\novell\zenworks\logs\logviewer on Windows:

    • message.xsl

    • sarissa.js

    • zenworks_log.html

    • zenworks_log.js

    • zenworks_log.xsl

    • zenworks_log_text.xsl

  2. Click File > Save As.

    The Save As dialog box is displayed.

  3. In the Encoding list, select UTF-8, then click Save.

    NOTE:Do not change the filename and file type.

  4. Repeat Step 1 through Step 3 for the remaining LogViewer files.

ZENworks-related files might be reported as malicious software during the ZENworks Adaptive Agent installation

Source: ZENworks 10 Assset Management; Installation.
Explanation: During the ZENworks Adaptive Agent installation, some ZENworks related files might be reported as malicious software by anti-virus software. Consequently, the installation abruptly stops.
Action: Do the following on the managed device where you want to install the ZENworks Adaptive Agent:

  1. Manually add System_drive:\windows\novell\zenworks to the Exclusion list of the anti-virus software installed on the managed device.

  2. Install the ZENworks Adaptive Agent.

On Windows XP, installing the ZENworks Adaptive Agent with the Remote Management component through Remote Desktop Connection hangs

Source: ZENworks 10 Assset Management SP3; Installation
Explanation: If you remotely connect to a managed device by using Remote Desktop Connection (RDP) and install ZENworks Adaptive Agent, the installation hangs.
Action: To fix the issue, download the patch from the Microsoft Support Web site and install it on the managed device prior to installing the ZENworks Adaptive Agent.