D.0 Troubleshooting Discovery, Deployment, and Retirement

The following sections provide solutions to the problems you might encounter while discovering devices, deploying the Adaptive Agent to devices, and retiring devices:

An error occurs while installing the ZENworks Adaptive Agent through a deployment task

Source: ZENworks 11; Discovery, Deployment, and Retirement.
Explanation: If the ZENworks Adaptive Agent is installed through a deployment task on a managed device that has .NET Framework 3.5 SP1 installed, you might encounter the following error message: 
An unhandled exception (System.Security.SecurityException) occurred in
micasad.exe.
Additional Information: Ecall methods must be packaged into a system module.
Action: On the managed device, uninstall .NET Framework 3.5 SP1 and reinstall it. For more information on how to uninstall .NET Framework 3.5 SP1 and reinstall it, see the Microsoft .NET Framework 2.0 Solution Center Web site.

Manual installation of the ZENworks Adaptive Agent hangs with the status as starting

Source: ZENworks 11; Discovery, Deployment, and Retirement.
Explanation: The manual installation of ZENworks Adaptive Agent abruptly stops on the managed device after the MSI packages are downloaded. Following are the symptoms:

  • The ZENworks icon icon displays the installation status as “Starting...” for a considerable amount of time.

  • The status of Novell ZENworks PreAgent service is not Started in the Windows Service Control Manager.

  • The %SystemRoot%\novell\zenworks\bin\zenpreagent.installerr file contains the following error message:

    Exception during start: Cannot start service ZENPreAgent on computer.
Possible Cause: The Novell ZENworks PreAgent service was terminated by the Windows Service Manager because it failed to respond to the start request in a timely fashion. This issue is likely to occur if the device is slow and heavily loaded.
Action: Do the following:

  1. Start the Novell ZENworks PreAgent service:

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

    2. Double-click Administrative Tools > Services.

    3. Start the Novell ZENworks PreAgent service.

      This automatically resumes the ZENworks Adaptive Agent installation.

  2. (Conditional) If the problem persists, do the following:

    1. Kill the zenpreagent.exe and zpa_iface.exe processes.

    2. Start the ZENworks Adaptive Agent installation. For more information, see Section 10.5, Manually Deploying the Agent on Windows.

NMAP discovery does not run from a Windows Primary Server that has NMAP installed

Source: ZENworks 11; Discovery, Deployment, and Retirement.
Possible Cause: On a Windows Primary Server, the NMAP (nmap.exe) is installed in the %ProgramFiles%\nmap directory and added to the PATH variable of the user who installs it. Consequently, the ZENworks user is unable to locate nmap.exe by using the PATH variable.
Action: Append the location of the NMAP installation directory (%ProgramFiles%\nmap) to the system environment variable PATH of Windows.

How do I enable debug logging?

Source: ZENworks 11; Discovery, Deployment, and Retirement.
Action: To enable the logs, see TID 3418069 in the Novell Support Knowledgebase.

Where do I find the PreAgent log files?

Source: ZENworks 11; Discovery, Deployment, and Retirement.
Action: Following are the PreAgent log files located in %SystemRoot% \novell\zenworks\bin\
  • zenpreagent.installerr
  • zenpreagent.installlog
  • zenpreagent.installstate
  • ZPA.status
  • cmdline.txt (The command line executed when the managed agent package was launched.)

After the PreAgent service is installed, all logging information is available in the system application event log.

Refreshing the Deployment page causes the discovery tasks to be repeated

Source: ZENworks 11; Discovery, Deployment, and Retirement.
Possible Cause: It is normal for a Web browser to resend information in order to refresh a page. ZENworks auto-updates the data on a Deployment page every 5 seconds, so you should not need to refresh the Deployment page after running a discovery task. If you refresh the Deployment page in ZENworks Control Center after running a discovery task, you are asked to confirm the resend in order to refresh the page. If you do so, the discovery task runs again.
Action: Do not refresh the Deployment page after running a discovery task. Instead, exit the page and return to see any changes.

Orphaned and deleted files are not cleaned up from a deployment task that uses a proxy

Source: ZENworks 11; Discovery, Deployment, and Retirement.
Explanation: Orphaned or to-be-deleted files from a pre-task or post-task action during a deployment task that uses a proxy are not cleaned up.

For example, if you run the deployment task from a Linux server through a Windows Proxy, there is a folder created in the zenworks_installation_directory\novell\zenworks\bin\_rfu_cache directory on the Windows device that contains the pre-task or post-task command file. If you delete the task in ZENworks Control Center, the command file is left on the Windows Proxy device. However, all command files older than five days are removed when another deployment task is run by using the same Windows Proxy.

Action: To immediately delete the orphaned files from the zenworks_installation_directory\novell\zenworks\bin\_rfu_cache directory, you must manually delete it.

Discovery task remains in a pending state if it has a large IP address range

Source: ZENworks 11; Discovery, Deployment, and Retirement.
Explanation: If a discovery task has an IP address range with more than 50,000 devices, the task is not started. The status of the task remains as Pending. If any other discovery or loader task is running simultaneously, it might take a considerable time to complete.
Possible Cause: The ZENworks Loader has insufficient memory to run a task that has a large IP address range.
Action: Do the following:

  1. Stop the discovery task that has a large IP address range:

    1. In the Discovery Tasks panel, select the discovery task that has a large IP address range.

    2. Click Action > Abort Discovery Task.

  2. Create multiple tasks with the IP address ranges that have fewer than 50,000 devices.

  3. (Conditional) If any other discovery or loader task takes a considerable time to complete, restart the ZENworks Loader.

    • On Windows: Do the following:

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

      2. Double-click Administrative Tools > Services.

      3. Restart the Novell ZENworks Loader Service.

    • On Linux: At the console prompt, enter /etc/init.d/novell-zenloader restart.

  4. Restart the ZENworks Loader.

The device that has the ZENworks Adaptive Agent installed is not registered in the Management Zone

Source: ZENworks 11; Registration.
Possible Cause: The device has more than one DNS suffix configured.
Action: Do the following on the device that is not registered in the Management Zone:

  1. Reconfigure the device with only one DNS suffix.

  2. Manually register the device to the Management Zone.

    For more information on how to manually register the device, see Section 9.7, Manually Registering a Device.

Agent installation on a Linux managed device fails, when the IBM Java Runtime Environment is installed on the device

Source: ZENworks 11; Discovery, Deployment, and Retirement
Explanation: Installation of the ZENworks Adaptive Agent on a Linux managed device fails, when you install the IBM JRE 1.6 on the device and then download the ZENworks Adaptive Agent Network Package.The agent installed checks specifically for Sun JRE, which is jre-1.6,and the IBM JRE is java-1_6_0-ibm.
Action: To successfully install the ZENworks Adaptive Agent on the device:

  • Install the standalone or Agent Complete Package, which has the correct JRE packaged in it.

    or

  • Install the SUN JRE 1.6 package and then install the ZENworks Adaptive Agent Network Package.

ZENworks Adaptive Agent installation fails because of a ZENPreAgent and ZPA_Ifacetype initialization exception

Source: ZENworks 11; Discovery, Deployment, and Retirement
Explanation: When you download and install the pre-agent package, installation fails because of a ZENPreAgent and ZPA_Iface type initialization exception.

You might get the following error message in the ZENPreAgent.exe-Common Language Runtime Debugging Services window:

Application has generated an exception that could not be handled

You might get the following error message in the Visual Studio Just-In-Time Debugger window:

An unhandled exception(System.TypeInitializationException)occurred in ZPA_Iface.exe
Possible Cause: A corrupted .NET framework.
Action: To successfully install the pre- agent on the device:

  1. Use the .NET clean up utility to uninstall the .NET framework.

  2. Re-install the .NET framework.