E.1 Troubleshooting Installation

This section provides solutions to problems you might encounter when installing ZENworks 11 SP4.

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

Source: ZENworks 11 SP4; Installation.
Action: On the Linux device, download and copy the ZENworks 11 SP4 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 11 SP4; 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 11 SP4 Configuration Management installation program

Source: ZENworks 11 SP4; Installation.
Explanation: If you try to use a Remote Desktop Connection to connect to a Windows server on which the ZENworks 11 SP4 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 11 SP4; 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 11 SP4; Installation.
Possible Cause: If the directory path to which you have extracted the ZENworks 11 SP4 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 11 SP4; 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 11 SP4; Installation.
Explanation: When you try to install the NetIdentity agent that ships with Novell Client32 on a device that has ZENworks 11 SP4 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 11 SP4.

    For more information, see ZENworks 11 SP4 Uninstall Guide.

  2. Install the NetIdentity agent from Novell Client32.

  3. Install ZENworks 11 SP4.

    For more information, see Section 9.0, Installing a ZENworks Primary Server on Windows.

ZENworks 11 SP4 Configuration Management Installation fails if you choose to configure ZENworks Server with the external Sybase database

Source: ZENworks 11 SP4; Installation.
Explanation: During the ZENworks 11 SP4 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 11 SP4 Configuration Management Installation Wizard and ensure that you specify the correct external database server details.

Unable to open the ZENworks 11 SP4 Configuration Management Installation logs by using a web browser on a non-English Primary Server

Source: ZENworks 11 SP4; Installation.
Explanation: On a non-English Primary Server that has ZENworks 11 SP4 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/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\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 11 SP4; 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 Adaptive Agent on a McAfee fully protected device

Source: ZENworks 11 SP4; Installation
Explanation: When you try to install ZENworks Adaptive 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 Adaptive Agent.

    For more information, see ZENworks Adaptive Agent Deployment in the ZENworks 11 SP4 Discovery, Deployment, and Retirement Reference.

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

Source: ZENworks 11 SP4; 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.

Installation of ZENworks Adaptive Agent on a Terminal Server hangs

Source: ZENworks 11 SP4; Installation
Possible Cause: Installation of ZENworks Adaptive 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 Adaptive Agent.

    For more information, see ZENworks Adaptive Agent Deployment in the ZENworks 11 SP4 Discovery, Deployment, and Retirement Reference.

ZENworks 11 SP4 installation on an RHEL device might fail

Source: ZENworks 11 SP4
Explanation: ZENworks 11 SP4 installation on an RHEL device might fail and prompt you to roll back. The following message is reported in the install log file: 
RPM returned 1: warning: /opt/novell/zenworks/install/downloads/rpm/novell-zenworks-jre-links-1.7.0_3-1.noarch.rpm: Header V3 DSA signature: NOKEY, key ID 7e2e3b05
Failed dependencies: jre >= 1.7 is needed by novell-zenworks-jre-links-1.7.0_3-1.noarch
Action: Perform the following tasks:

  1. Roll back the ZENworks 11 SP4 installation.

  2. Manually install JRE by running the following command at the terminal:

    rpm -ivh <BUILD_ROOT>/Common/rpm/jre-<VERSION>.rpm

  3. Install ZENworks 11 SP4. For more information, see Installing the Primary Server Software.

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

Source: ZENworks 11 SP4; 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.

ZENworks installation fails on a Linux server

Source: ZENworks 11 SP4; 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 11 SP4; 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.