Deployment Server Axengine, AClient Connection, and Remote Control Troubleshooting Guide

Article:HOWTO9089  |  Created: 2005-11-30  |  Updated: 2012-04-16  |  Article URL http://www.symantec.com/docs/HOWTO9089
Article Type
How To

Product(s)


Question
 

How do I troubleshoot Deployment Server aXengine, AClient connectivity, and Remote Control issues?

 

A VBscript (4214.vbs) has been created to aid in the troubleshooting process, and is attached to this article.  The script must be run on the Deployment Server, and its output will be stored in a file (4214.txt) created in the same directory in which the script was executed.  Use the contents of this file in conjuction with the instructions below to resolve the issue.

Answer
 

 

Check Database (p. 2)

*If necessary, replace "eXpress" and "6.9.430" with the name of your Deployment Server database and the Deployment Server version before running this SQL query to inspect your database, AClient properties, and AClient versions for possible problems.*

USE eXpress
DECLARE @CV VARCHAR(255) SET @CV='6.9.430'
DECLARE @translog_size INT SET @translog_size=(SELECT SUM(size)/128 FROM sysfiles WHERE groupid=0)
DECLARE @mmsettings INT SET @mmsettings=(SELECT COUNT(1) FROM mmsettings)
DECLARE @subnets INT SET @subnets=(SELECT COUNT(DISTINCT gateway) FROM nic_interface)
DECLARE @wol_proxies INT SET @wol_proxies=(SELECT COUNT(1) FROM aclient_prop WHERE wol_proxy=1)
DECLARE @mcast_proxies INT SET @mcast_proxies=(SELECT COUNT(1) FROM aclient_prop WHERE mcast_proxy=1)
DECLARE @use_mcast INT SET @use_mcast=(SELECT COUNT(1) FROM aclient_prop WHERE use_mcast=0)
DECLARE @connection INT SET @connection=(SELECT COUNT(1) FROM aclient_prop WHERE connection_paradigm!=0)
DECLARE @timeout INT SET @timeout=(SELECT COUNT(1) FROM aclient_prop WHERE use_hard_timeout=1)
DECLARE @rc_drivers INT SET @rc_drivers=(SELECT COUNT(1) FROM aclient_prop WHERE use_rc_drivers=1)
DECLARE @old_clients INT SET @old_clients=(SELECT COUNT(1) FROM computer WHERE aclient_ver NOT LIKE '%' + @CV + '%')
IF @translog_size > 200
SELECT 'Transaction Log too large.' AS 'Transaction Log Warning:', @translog_size AS 'Size (MB)'
IF @mmsettings > 1
SELECT 'Multiple entries in mmsettings. There should only be as many entries as DS has NICs.' AS 'MMSettings Warning:', @mmsettings AS 'Entries in MMSettings'
IF @use_mcast > 0
SELECT 'AClients should connect directly to Deployment Server, not through Multicast' AS 'AClient Properties Warning:', @use_mcast AS 'AClients using multicast'
IF @wol_proxies > @subnets
SELECT 'Only one or two WOL Proxies should be enabled per Subnet.' AS 'AClient Properties Warning:', @subnets AS 'Subnets', @wol_proxies AS 'WOL Proxies'
IF @mcast_proxies > @subnets
SELECT 'If you choose to have AClient connect to Deployment Server via Multicast (not recommended), '
+ 'only one or two Multicast Proxies should be enabled per Subnet.' AS 'AClient Properties Warning:', @subnets AS 'Subnets', @wol_proxies AS 'Multicast Proxies'
IF @connection > 0
SELECT 'AClients should remain connected' AS 'AClient Properties Warning:', @connection AS '"Mostly Disconnected" AClients'
IF @timeout > 0
SELECT 'Refresh Connection should be disabled' AS 'AClient Properties Warning:', @timeout AS '"Refresh Connection" AClients'
IF @rc_drivers > 0
SELECT 'Remote Control Drivers must be disabled' AS 'AClient Properties Warning:', @rc_drivers AS '# of RC Drivers Enabled'
IF @old_clients > 0
SELECT 'Not all AClients are upgraded to the latest version' AS 'AClient Version Warning:', @old_clients AS '# of old AClients'

How to truncate the SQL Transaction Log when it becomes too large (p. 3)

  1. Make sure you have a recent backup of your Deployment Server database.
  2. Stop the Deployment Server services: Located on the Deployment Solution Server: Start > Programs > Administrator Tools > Services.
    1. Open Services.
    2. Stop Altiris PXE Config Helper.
    3. Stop Altiris PXE Manager.
    4. Stop Altiris Deployment Server Console Manager.
    5. Stop Altiris eXpress Server.
    6. Stop Altiris Deployment Server DB Management.
    7. Stop Altiris Deployment Server Data Manager.
  3. Truncate the Transaction Log. Run the following SQL query against your Deployment Server database:

       /*If necessary replace "eXpress" with the Deployment Server's database name and run this script to attempt to truncate the transaction log*/

       DECLARE @DB VARCHAR(255) SET @DB='eXpress'
       BACKUP LOG @DB WITH NO_LOG
       DBCC SHRINKDATABASE (@DB, TRUNCATEONLY)
  4. If step 2 doesn’t successfully truncate the transaction log, do the following. Otherwise, skip to step 5. 
    1. Detach the Deployment Server database:
      1. Open Microsoft SQL Server Enterprise Manager.
      2. Browse to Microsoft SQL Servers\SQL Server Group\(Your SQL Server)\Databases.

        Note: If your SQL server does not appear in the list, you will need to create a new SQL Server Registration.
      3. Right-click the name of your Deployment Server database (default is eXpress).
      4. Choose All Tasks > Detach Database.
      5. If the Clear button is not grayed out, click Clear, then OK and No
      6. Click OK, and then OK again. 
    2. Delete the transaction log file:
      1. Browse to the directory that has the database files (default is C:\Program Files\Microsoft SQL Server\MSSQL\Data).
      2. Delete the Deployment Server database transaction log (.ldf) files (default is eXpress_log.ldf).
    3. Attach the Deployment Server database:
      1. Open Microsoft SQL Server Enterprise Manager.
      2. Browse to Microsoft SQL Servers\SQL Server Group\(Your SQL Server).
      3. Choose All Tasks > Attach Database.
      4. Select the Deployment Server database (.mdf) file (default is eXpress.mdf in the database files directory).
      5. Under “Specify Database Owner,” choose the account that the Deployment Server services are running as.
      6. Click OK, Yes, and then OK.
  5. Change the Database Recovery Model to Simple:
    1. Right-click the Deployment Server database.
    2. Choose Properties.
    3. Select the Options tab.
    4. For the Recovery Model, select Simple.
  6. Start the Deployment Server services.
    1. Open Services.
    2. Start Altiris Deployment Server Data Manager.
    3. Start Altiris Deployment Server DB Management.
    4. Start Altiris eXpress Server.
    5. Start Altiris Deployment Server Console Manager.
    6. Start Altiris PXE Manager.
    7. Start Altiris PXE Config Helper.
       
  7. Ensure that regular backups are being made via SQL Server Enterprise Manager.

How to clear the MMSettings (p. 4)

  1. Stop the Deployment Server services:
    1. Open Services.
    2. Stop Altiris PXE Config Helper.
    3. Stop Altiris PXE Manager.
    4. Stop Altiris Deployment Server Console Manager.
    5. Stop Altiris eXpress Server.
    6. Stop Altiris Deployment Server DB Management.
    7. Stop Altiris Deployment Server Data Manager.
  2. Clear the MMSettings table:
    1. Open SQL Query Analyzer. 
    2. Connect to SQL Server and run the following SQL Query (replace eXpress with the Database name).
              USE eXpress
              DELETE FROM mmsettings
       
  3. Start the Deployment Server services: 
    1. Open Services. 
    2. Start Altiris Deployment Server Data Manager. 
    3. Start Altiris Deployment Server DB Management. 
    4. Start Altiris eXpress Server. 
    5. Start Altiris Deployment Server Console Manager. 
    6. Start Altiris PXE Manager. 
    7. Start Altiris PXE Config Helper.

How to set the AClient properties (p. 5)

Article 26823 , "How do I find which computers have Refresh Connection after idle enabled in my eXpress database?";
Article 21905, "AClient 6.5 build: Refresh connection shows enabled"; and the Deployment Solution server is completely down Unable to use the remote agent installer.
Step 1

  1. In the Deployment Server Console, go to Tools > Options > Agent Settings.
  2. Enable Force new agent to take these default settings.
  3. Click Change Default Settings
  4. Set Connect Directly to this Deployment Server.
  5. Disable Refresh connection after idle.
  6. Enable Save log information to a text file.
  7. Enable Log errors.
  8. Enable Log informational messages.
  9. Enable Log debugging information.
  10. Set maximum log file size to 500 KB.
  11. Disable Forward Wake on LAN packets.
  12. Disable Forward Deployment Server discovery multicast packets.
  13. Configure all other settings the way you want them. 
  14. Click OK.

Step 2

  1. Run the Remote Agent Installer (from the DS console under Tools > Remote Agent Installer).
  2. Go through the Remote Agent Installer wizard and configure the same AClient settings that you did in Step 1.
  3. When you reach the last step, click Add, enter “temp” as the computer name, and click OK.
  4. Click Export, browse to the Desktop, and click Save, OK, and then Cancel.
  5. Now go to the Desktop, delete clients.rci, and rename clients_temp.inp to aclient.inp.
  6. Edit aclient.inp in Notepad and ensure that the following settings are specified. 

    ConnectionParadigm=0 
    UseRCDrivers=No
     
  7. Move aclient.inp to the eXpress share.
  8. In the Deployment Server Console, create a job called AClient Configure.
  9. Add a Copy File To task to that job with a source of your new aclient.inp file and a destination of “settings:aclient.inp”.
  10. Schedule that job to run on all computers

*note* The settings in the Deployment Server database will not be updated properly when queried after running the above steps. Please view the following KB article to get AClient settings to properly update after making changes to a large number of clients after using the above steps.
KB #39374 - DS database does not get updated when changing AClient settings using aclient.inp

Step 3

  1. Run the Check Database SQL Query on p. 2 and see if the result is acceptable.
  2. If the result is still not acceptable, do the following: 
    1. Run the following query against the Deployment Server database: 

      SELECT '-c:' + n.ip FROM computer c, nic_interface n 
      WHERE n.ip != '0.0.0.0' AND c.computer_id = n.id
       

       
    2. Right-click on the results and the click Select All.
    3. Right-click on the results again and click Save As.
    4. Save the file somewhere that you can find it, and call the file “clients.rci”. Make sure that the file is saved with an .RCI file extension.
    5. Run the Remote Agent Installer (from the DS console under Tools > Remote Agent Installer). Go through the Remote Agent Installer wizard and configure the same AClient settings that you did in step 1.
    6. When you reach the last step right before you click Finish, click Import.
    7. Browse to the .RCI file that you created from the query.
    8. Click Open and then Finish.

How to upgrade AClient (p. 6)

Step 1

Schedule the Job Samples > Misc Jobs > Update AClient to All Computers.

Step 2  * Remote agent installer can be ran from a remote computer if DS console performance is slow.

 

  1. Run the Check Database SQL Query on p. 2 and see if the result is acceptable.
  2. If the result is not acceptable, do the following: 
  3. Run the following query against the Deployment Server database:
    SELECT '-c:' + n.ip FROM computer c, nic_interface n 
    WHERE n.ip != '0.0.0.0' AND c.computer_id = n.id 

    or 

    DECLARE @version VARCHAR(10)
    SET @version = '6.9.164'

    USE eXpress
    SELECT '-c:' + n.ip FROM computer c, nic_interface n
    WHERE c.aclient_ver != @version AND  n.ip != '0.0.0.0' AND c.computer_id = n.id

     
  4. Right-click on the results and the click Select All.
  5. Right-click on the results again and click Save As.
  6. Save the file somewhere that you can find it, and call the file clients.rci. Make sure that the file is saved with an .RCI file extension.
  7. Run the Remote Agent Installer (from the DS console under Tools > Remote Agent Installer).
  8. Go through that wizard configure the AClient properties as follows:
    1. Set Connect Directly to this Deployment Server.
    2. Disable Refresh connection after idle.
    3. Enable Save log information to a text file.
    4. Enable Log errors.
    5. Enable Log informational messages.
    6. Enable Log debugging information.
    7. Set Maximum log file size to 500 KB.
    8. Disable Forward Wake-On-LAN packets.
    9. Disable Forward Deployment Server discovery multicast packets.
    10. Configure all other settings the way you want them. 
    11. When you reach the last step right before you click Finish, click Import.
    12. Browse to the .RCI file that you created from the query.
    13. Click Open and then Finish.

If clients are still unable to connect, read the article 1328, "General AClient Troubleshooting Guide."
and.  Upgraded DS 6.8 Aclients will not connect or can't Remote Control because of DS Encrypted Sessions settings   

After I truncate the SQL transaction log how do I manage the eXpress DB? Article # 22953 SQL Tuning and Maintenance for the Altiris Deployment Server eXpress database   

For information on how to delete duplicate computer names in DS, check out article 3951.


Attachments

To download this attachment: Right-click the attachment link, click Save Target As, change the Save as type to All Files and save the file as 4214.vbs
4214.vbs (13 kBytes)

Legacy ID



4214


Article URL http://www.symantec.com/docs/HOWTO9089


Terms of use for this information are found in Legal Notices