E.1 Troubleshooting Installation

This section provides solutions to problems you might encounter when installing ZENworks .

Unable to log in to ZCC if a cross-signed certificate is used

Explanation: When configuring a zone, if the root CA certificate that is cross-signed by an additional CA is used, the zone configuration was successfully completed but the user was not able to log into ZCC as ZENworks failed to recognize this behavior.
Action: Modify the certificate received from CA to include the latest self-signed root certificate. Perform the following steps:

  1. Open the full chain certificate in a text editor and replace the last cross-signed Root CA certificate with a self-signed Root CA certificate.

  2. Import the modified server certificate manually.

    For example: A certificate from Let’s Encrypt contains two Root CAs. They are:

    • Self-Signed ISRG Root X1

    • ISRG Root X1 cross-signed by DST Root CA X3

    If the certificate chain includes 2nd certificate as a root, it should be removed and replaced by the first certificate.

ZENworks Agent install progress does not display toast messages on Windows

Source: ZENworks, ZENworks Agent
Explanation: The ZENworks agent install progress is not displayed as toast messages on Windows managed devices. However, when the progress notifications are displayed in the notification area.
Action: Set the registry key to force the toast notifications ON. On the Windows device, go to the following registry key:

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\PushNotifications , create a DWORD ToastEnabled with value 1.

Restart the device for the setting to be effective.

Unable to create database schema on a Primary Server

Source: ZENworks
Explanation: While creating the database schema for ZENworks, Audit, or Antimalware database, then it is always recommended that you run setup.exe -c or setup.sh -c on a device, which is not a Primary Server.

If you run the command on a Primary Server, then the switch -c will be discarded and ZENworks installation will be initiated.

Action: None

ZENworks installation fails on a SLES device with the BTRFS file system

Source: ZENworks 2020
Explanation: When you install ZENworks 2020 on a SLES device with BTRFS file system, the installation fails.
Possible Cause: ZENworks installation on SLES device with BTRFS file system is not supported.

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

Source: ZENworks ; Installation.
Action: On the Linux device, download and copy the ZENworks 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 ; 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 Configuration Management installation program

Source: ZENworks ; Installation.
Explanation: If you try to use a Remote Desktop Connection to connect to a Windows server on which the ZENworks Configuration Management 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 ; 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: 
... 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.

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

Installation on Linux fails

Source: ZENworks; Installation.
Possible Cause: If the directory path to which you have extracted the ZENworks installation ISO image contains spaces, the installation fails on Linux.
Action: Ensure that the directory path to which you want to extract the installation ISO image does not contain spaces.

Configure Action fails because of an error detected by HotSpot Virtual Machine

Source: ZENworks; 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/microfocus/log/zenworks/ZENworks_Install_[date].log.xml. If you see the error specified below, it is safe to continue with the install.

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/microfocus/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 open the ZENworks Configuration Management Installation logs by using a web browser on a non-English Primary Server

Source: ZENworks ; Installation.
Explanation: On a non-English Primary Server that has ZENworks Configuration Management 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/microfocus/log/zenworks/ on Linux and zenworks_installation_directory\microfocus\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/microfocus/log/zenworks/logviewer on Linux and zenworks_installation_directory\microfocus\zenworks\logs\logviewr 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.

    Do not change the filename and file type.

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

Unable to install .NET 3.5 SP1 on Windows Server 2008

Source: ZENworks ; Installation.
Explanation: The installation of Microsoft .NET 3.5 SP1 on Windows Server 2008 fails with the following error message: 
Microsoft .NET Framework 2.0SP1 (x64) (CBS): [2] Error: Installation failed for component Microsoft .NET Framework 2.0SP1 (x64) (CBS). MSI returned error code 1058
Possible Cause: The device does not have the Windows Update Service enabled.
Action: Enable the Windows Update service on the device:

  1. From the Windows desktop Start menu, click Settings > Control Panel.

  2. Double-click Administrative Tools > Services.

  3. Double-click Windows Update Service.

    The Windows Update Service Properties dialog box is displayed.

  4. In the General tab, select one of the following options from the Startup type list:

    • Manual

    • Automatic

    • Automatic (Delayed Start)

  5. Click Start to start the service.

  6. Click OK.

Unable to install the ZENworks Agent on a McAfee fully protected device

Source: ZENworks ; Installation
Explanation: When you try to install ZENworks Agent on a McAfee fully protected device, the antivirus software prevents the creation of new executable files in Windows and program files.
Possible Cause: The device is protected by McAfee VirusScan and therefore does not allow the installation of any applications.
Action: Do the following on the device that has the McAfee software installed:

  1. Click Start > All Programs > McAfee > VirusScan Console.

  2. Double-click Access Protection.

  3. In the Access Protection Properties dialog box, do the following:

    1. In the Categories panel, click Common Maximum Protection.

    2. In the Block column, deselect all the rules.

    3. Click OK.

  4. Install the ZENworks Agent.

    For more information, see ZENworks Agent Deployment in the ZENworks Discovery, Deployment, and Retirement Reference.

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

Source: ZENworks ; Installation.
Explanation: During the ZENworks 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 Agent:

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

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

  2. Install the ZENworks Agent.

Installation of ZENworks Agent on a Terminal Server hangs

Source: ZENworks; Installation
Possible Cause: Installation of ZENworks Agent on a Terminal Server hangs because the default mode in the Terminal Server is Execute.
Action: Change the mode in the Terminal Server to Install:

  1. From the Command Prompt:

    1. To change the mode, execute the following command:

      change user /install

    2. Type exit, then press ENTER.

  2. Install the ZENworks Agent.

    For more information, see ZENworks Agent Deployment in the ZENworks Discovery, Deployment, and Retirement Reference.

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

Source: ZENworks; Installation
Explanation: If you remotely connect to a managed device by using Remote Desktop Connection (RDP) and install ZENworks 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 Agent.

ZENworks installation fails on a Linux server

Source: ZENworks; Installation.
Explanation: ZENworks installation on a Linux server requires that certain RPM packages are already installed on the server.
Action: Install the required RPM packages on the Linux server.

ZENworks installation does not proceed while using Microsoft SQL named instance

Source: ZENworks; Installation.
Explanation: While using named instance for Microsoft SQL, the install wizard will not proceed even after providing the correct information in the database panel. This occurs if Checksum offloading is enabled on the NIC card of the machine.
Action: Ensure that Checksum offloading is disabled on the NIC card. For more information, refer to the applicable manuals for SLES, RHEL, or VMware.

The install XML log file is not displayed properly in Google Chrome and Firefox

Explanation: When you try to view the install XML log file in Google Chrome and Firefox, the log file is not displayed properly.
Action: Run the following configure action to convert the XML log file to HTML and view the log file in a web browser:

microfocus-zenworks-configure -c

ConvertLogToHTMLConfigureAction -DlogFile=<LogFilePath>

Alternatively, you can view the log file using any text editor.