16.0 Troubleshooting the Adaptive Agent

The following section provides solutions to the problems you might encounter while working with the ZENworks Adaptive Agent:

Satellite menu is not displayed in the left navigation pane of the ZENworks Adaptive Agent page

Source: ZENworks 10 Asset Management; ZENworks Adaptive Agent.
Explanation: When you promote a device to Satellite through ZENworks Control Center, the configured Satellite role is added to the device. However, when you double-click the ZENworks icon icon, the Satellite menu is not displayed in the left navigation pane of the ZENworks Adaptive Agent page.
Action: Refresh the managed device (In the notification area of the device, right-click the ZENworks icon icon, then click Refresh).

Unable to use rights-based authentication to remotely manage a device

Source: ZENworks 10 Management; ZENworks Adaptive Agent.
Explanation: When you use rights-based authentication to remotely manage a device, the following error is logged on the device: 
Rights Authentication failed. An internal error occurred while communicating to ZENworks Management Daemon. Contact Novell Technical Services.
Possible Cause: ZENworks Adaptive Agent is not installed on the device. Only Remote Management service is installed on the device.
Action: Install ZENworks Adaptive Agent on the device. For more information on installing the ZENworks Adaptive Agent, see Installing the ZENworks Adaptive Agent in ZENworks 10 Asset Management Administration Quick Start.

Unable to launch a terminal session with a Citrix Server that has ZENworks Adaptive Agent installed

Source: ZENworks 10 Management; ZENworks Adaptive Agent.
Explanation: After deploying the ZENworks Adaptive Agent on a Citrix server, you might encounter any of the following ICA login session issues:

  • The ICA login session that is launched from Citrix agent terminates after some time.

  • The ICA login session displays the following exception:

    winlogon.exe ..Application Error

    If you try to close the exception window, the session hangs displaying the following message:

    Running login scripts
Action: Before launching a terminal session with the Citrix server, do any of the following on the server:

  • Rename NWGina.dll.

    1. In the c:\windows\system32 directory, rename NWGina.dll.

    2. In the Registry Editor, go to HKLM\Software\Microsoft\WindowsNT\CurrentVersion\Winlogon, and change the value of the CtxGinaDLL key to the new name for NWGina.dll.

    3. Reboot the server.

  • Install Novell Client.

NOTE:This needs to be done only once.

The ZENworks Adaptive Agent Policies page does not display the correct status for the DLU policy

Source: ZENworks 10 Asset Management; ZENworks Adaptive Agent.
Explanation: If the User Management Agent Feature is disabled or uninstalled in ZENworks Control Center (Agent Features panel on the ZENworks Agent page), the status for the DLU policy on the ZENworks Adaptive Agent Policies page is displayed as Success, even though the policy is not effective on the device
Action: None.

The partial or the general refresh of a terminal server might cause high usage of system resources and take considerable time to refresh the server

Source: ZENworks 10 Configuration Management; ZENworks Adaptive Agent.
Explanation: During a partial or general refresh of a terminal server, the ZENworks agent on the server simultaneously refreshes the sessions of all the users logged into the terminal server. If too many users are logged in to the terminal server, the ZENworks agent might take substantial time to refresh the terminal server and the usage of the system resources on the server might also be high.
Action: Perform the following steps to refresh the user sessions in batches:

  1. Open the Registry Editor.

  2. Go to HKLM\Software\Novell\ZCM\.

  3. To enable batch refreshes, create a string called EnableBatchRefresh and set the value to 1.

    By default, there are 5 sessions in a batch.

  4. (Optional) To change the number of user sessions in a batch, create a string called maxUserRefreshThreads and set the desired value.

The general refresh of a managed device might take considerable time if the device is unable to contact the Primary Server

Source: ZENworks 10 Configuration Management; ZENworks Adaptive Agent.
Explanation: During a general refresh, the adaptive agent on a managed device attempts to contact the primary server twice by default. Consequently, the general refresh of the device might take considerable time if the device is unable to contact the Primary Server.
Action: To prevent the device from retrying to connect to a primary server and subsequently reduce the time taken by the device to refresh:

  1. Open the Registry Editor.

  2. Go to HKLM\Software\Novell\ZCM\.

  3. Create a string called PingRetryCount and set its value to 0.