B.0 Troubleshooting Asset Inventory

The following sections provide solutions to the problems you might encounter with Novell ZENworks Asset Inventory:

The ZENworks Adaptive Agent on NetWare is unable to send inventory to the ZENworks Server or obtain settings from the ZENworks Server

Source: ZENworks 11; Asset Inventory.
Possible Cause 1: The IP address of the ZENworks server is incorrect.
Action 1: Configure the correct IP address:

  1. In the sys:\ZENworks\zaa\uiaconfig.xml file, specify the correct IP address in the following line:

    <server>ipaddress:80</server>

    Replace ipaddress with the address of the server.

  2. (Optional) To immediately post the scan, restart the zenaa module.

Possible Cause 2: The network connection or the ZENworks Server is down.
Action 2: Ensure that the ZENworks Server is up and running.
Possible Cause 3: The Primary Server has been configured to run on a port other than 80.
Action 3: Configure the correct port number:

  1. In the sys:\ZENworks\zaa\uiaconfig.xmlfile, specify the correct port number in the following line:

    <server>ipaddress:80</server>

    where ipaddress is the address of the server.

  2. (Optional) To immediately post the scan, restart the zenaa module.

LDAP import tasks remain in a pending state if they run simultaneously

Source: ZENworks 11; Asset Inventory.
Explanation: If an LDAP import task has not finished and you simultaneously run a new task, the new task is not started and remains in a pending state.
Possible Cause 1: Multiple tasks are running simultaneously.
Action 1: Before running a new task, ensure that all the existing tasks are in a finished state.
Possible Cause 2: Multiple tasks have been configured to run on the same schedule.
Action 2: Ensure that you do not set the same schedule for multiple tasks.

An inventory-only managed device is unable to post scans

Source: ZENworks 11; Asset Inventory.
Possible Cause: The uiaconfig.xml file might be corrupted.
Action: Do the following:

  1. In the uiaconfig.xml file, add or change the IP address in the following line:

    Server="a.b.c.d"

    Replace a.b.c.d with the address of the server.

    On Linux, uiaconfig.xml is located in opt/novell/zenworks/umia.

  2. (Optional) To immediately post the scan, restart the zenumia service.

Inventory data of a managed device is not displayed for the Linux Primary Server

Source: ZENworks 11; Asset Inventory.
Explanation: The inventory data of managed devices is not displayed for the Linux Primary Server in ZENworks Control Center.
Action: Install the inventory-only agent on the Linux Primary Server. The Linux Primary Server is listed as an unmanaged device in ZCC (Device > Inventoried).

For information on how to install the inventoronly agent, see ZENworks 11 SP4 Discovery, Deployment, and Retirement Reference.

How do I enable debug logging?

Source: ZENworks 11; Asset Inventory.
Action: To enable the logs, see TID 3418069 in the Novell Support Knowledgebase.

Unable to import the inventory data gathered with the Portable Collector in ZENworks Control Center

Source: ZENworks 11; Asset Inventory.
Possible Cause: In the inventory scan file, special characters such as &, #, or 1 are appended with the <DateInstalled> tag. For example:

<DateInstalled>&#1;</DateInstalled>

Action: Do the following:

  1. In the .xml file from which you want to import the inventory data, remove all the special characters such as &, #, or 1 that were appended with the <DateInstalled> tag and ensure that the tag contains the following information only:

    <DateInstalled></DateInstalled>

  2. Import the inventory data again.

    For more information on how to import the data, see Importing Data Gathered with the Portable Collector.

Inventory data of a device reregistered from one Management Zone to another is not displayed

Source: ZENworks 11; Asset Inventory.
Explanation: If a device is reregistered from one Management Zone to another, the inventory data is not displayed for the device in ZENworks Control Center.
Action: Initiate an inventory scan twice on the device.

For more information on how to initiate an inventory scan, see Scanning the Device in the Novell ZENworks 11 Adaptive Agent.

Event-based and On Refresh schedules fail for the inventory scan and collection data form

Source: ZENworks 11; Asset Inventory.
Explanation: If an administrator configures an event-based or On Refresh schedule for an inventory scan and collection data form, the inventory agent fails to invoke the inventory scan and collection data form.
Action: Configure only a Recurring schedule for the inventory scan and collection data form.

Inventory reports list duplicate components during an inventory scan in ZENworks Control Center

Source: ZENworks 11; Asset Inventory.
Action: To troubleshoot the issue, see TID 7003350 in the Novell Support Knowledgebase.

Unable to inventory the BIOS details for Windows 7 64-bit devices that have SMBIOS 2.0 or earlier installed

Source: ZENworks 11; Asset Inventory.
Explanation: If you want to inventory the BIOS details for Windows 7 64-bit devices, you must have SMBIOS 2.1 or later installed on these devices.
Action: None.

An inventory-only managed device is unable to post scans on Macintosh OS X

Source: ZENworks 11; Asset Inventory.
Possible Cause 1: The zenumia service does not start the inventory scan.
Possible Cause 2: The zenumia service is unable to run the inventory scan.
Action: Do the following:

  1. Stop the zenumia process by running the following command:

    SystemStarter stop zenumia

  2. Start the zenumia process by running the following command:

    SystemStarter start zenumia

KB Merge failure might occur when Primary Servers are on different operating systems

Source: ZENworks 11; Asset Inventory.
Explanation: If there are multiple types of operating systems in an environment and if one Primary Sever is on Windows and another Primary Server is on Linux, KB Merge might not finish in some cases. You see the following error message in ZENworks Control Center: 
An error occurred during the KB Merge. If this problem persists, please contact Technical Support.
Action: If the first Primary Server is on Windows and the second Primary Server is on Linux, modify the path names for the second Primary Server:

  1. On the Linux Primary Server, go to /var/opt/novell/zenworks/tmp/kb/pre.

  2. The file names currently have the path as part of the file name. Rename the following files by removing the C:\Program Files (x86)\Novell\ZENworks\conf\pru\ path:

    Change file name from

    Change file name to

    C:\Program Files (x86)\Novell\ZENworks\conf\pru\ship.kb

    ship.kb

    C:\Program Files (x86)\Novell\ZENworks\conf\pru\pruver.tkb

    pruver.tkb

    C:\Program Files (x86)\Novell\ZENworks\conf\pru\iv.kb

    iv.kb

    C:\Program Files (x86)\Novell\ZENworks\conf\pru\LC_TallyProduct.txt

    LC_TallyProduct.txt

    C:\Program Files (x86)\Novell\ZENworks\conf\pru\LC_TallyProductMap.txt

    LC_TallyProductMap.txt

    C:\Program Files (x86)\Novell\ZENworks\conf\pru\LC_TallyProductSuite.txt

    LC_TallyProductSuite.txt

    C:\Program Files (x86)\Novell\ZENworks\conf\pru\LC_TallyProductSuiteMap.txt

    LC_TallyProductSuiteMap.txt

  3. To trigger the KB Merge process in ZENworks Control Center, select Configuration > Asset Inventory > Local Software Products.

  4. Select the products, click Action, then select Update knowledgebase with Local Product Changes to apply the changes.

Action: If the first Primary Server is on Linux and the second Primary Server is on Windows, modify the path names for the second Primary Server:

  1. On the Windows Primary Server, go to %ZENWORKS_HOME%\temp\kb\pre.

  2. The file names currently have the path as part of the file name. Rename the following files by removing the /etc/opt/novell/zenworks/pru/ path:

    Change file name from

    Change file name to

    /etc/opt/novell/zenworks/pru/ship.kb

    ship.kb

    /etc/opt/novell/zenworks/pru/pruver.tkb

    pruver.tkb

    /etc/opt/novell/zenworks/pru/iv.kb

    iv.kb

    /etc/opt/novell/zenworks/pru/LC_TallyProduct.txt

    LC_TallyProduct.txt

    /etc/opt/novell/zenworks/pru/LC_TallyProductMap.txt

    LC_TallyProductMap.txt

    /etc/opt/novell/zenworks/pru/LC_TallyProductSuite.txt

    LC_TallyProductSuite.txt

    /etc/opt/novell/zenworks/pru/LC_TallyProductSuiteMap.txt

    LC_TallyProductSuiteMap.txt

  3. To trigger the KB Merge process in ZENworks Control Center, select Configuration > Asset Inventory > Local Software Products.

  4. Select the products, click Action, then select Update knowledgebase with Local Product Changes to apply the changes.

Optional fields are not visible in the LDAP Fields list in ZENworks Control Center

Source: ZENworks 11; Asset Inventory.
Explanation: Optional fields defined in the LDAP directory are not visible in the LDAP Fields list in the LDAP Import Task Mappings panel of ZENworks Control Center.
Possible Cause: The optional fields defined in the LDAP directory are not present in the dirimport.xml file, which is on the ZENworks Server.
Action: Update the dirimport.xml file with the optional fields. For example, if the optional field is costCenter, perform the following steps:

  1. Locate the dirimport.xml file:

    On Linux: /etc/opt/novell/zenworks/loader/dirimport.xml

    On Windows: ZENworks_HOME>\conf\loader\dirimport.xml

  2. Update the optional field in the following lines in the dirimport.xml file:

    <Module> <Class>com.novell.zenworks.loader.modules.Inventory Import Module</Class>
 <Parameters>
    <Parameter Name="sleep-interval">30000</Parameter>
    <Parameter Name="include-field">costCenter</Parameter>
 </Parameters>
</Module>

On some Windows devices, the Usage Module Helper(zcmumhelper.exe.) crashes randomly

Source: ZENworks 11; Asset Inventory
Explanation: On some Windows devices, ZCMUMHelper.exe which collects the web usage, network usage and other details of the logged in users might crash with a pop-up message.
Action: Rebooting the device might fix the problem.

The inventory report displays two entries of the IOA when the IOA is upgraded to 11.3

Source: ZENworks 11; Asset Inventory
Explanation: The Inventory Only agent (IOA) updates or upgrades itself as soon as the Primary server is upgraded from 11.2 to 11.3. The inventory report displays two entries of the IOA i.e both 11.2 and 11.3, instead of only 11.3.
Action: There is no workaround.