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Remote Altiris Agent Diagnostics

Created: 14 Jan 2009 • Updated: 08 Jun 2009 | 58 comments
btowne's picture
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"Remote Altiris Agent Diagnostics" allows you to connect into a remotely Altiris Agent managed machine to view all the configurations and troubleshoot without having to RDP into the machine to look at the Agent UI.

“Remote Altiris Agent Diagnostics” allows you to connect into a remotely Altiris Agent managed machine to view all the configurations and troubleshoot without having to logon or RDP into the machine to look at the Agent UI.

Download the attached application. Just enter the DNS name of the remote machine and hit Enter

Application Functionality:
 

  • See all settings that the Agent UI shows, except remotely
  • Connect to Altiris 6 and Altiris 7 Agents
  • Run Configuration Request
  • Send Basic Inventory
  • Run a SWD Program
  • Stop and Start Altiris service
  • Delete Patch IAD file
  • View NSI Inventory files
  • Delete Inventory files (cleanbeforerun)
  • Log Viewer with Filtering ability
  • Start Patch Cycle
  • Run Patch Inventory
  • Run Patch Update
  • Set Logging Levels
  • View Task Manager
  • Remote Execution
  • View Package Server details
  • View Client Policies
  • Refresh Packages
  • Resend Package Status
  • Link to Resource Manager
  • Link to Carbon Copy
  • Link to Package Sources
  • Install Altiris Agent if not present
  • Reset Guid (use Remote Execute - option in INI)
  • Redirect Agents
  • ...more

Requirements:

 

  • Run the executable locally, not from a share
  • Host and remote machine must be x86 Windows OS
  • Use an Admin account - can use 'Run As' as described below
  • Remote Registry service needs to be started on host and remote machine
  • .NET 1.1 framework installed on host and remote machine
  • Altiris Agent must be installed to run Altiris actions like Config Request, Send Basic Inventory, etc
  • If Remote machine has a firewall then add AeXNSAgent.exe from your Agent install directory to the exclusion list
  • If you have machines which are not on the domain and need to authenticate using a local admin account run this command line:
  • runas /netonly /user:<IP>or<FQDN>\administrator "Remote Altiris Agent Diagnostics.exe"
  • This will prompt for the password of the local account "administrator" on the machine and then start the application

Updates:
Ver. 1.0.14 - Add the ability to except command line. Now you can run "Remote Altiris Agent Diagnostics.exe" ComputerName for this utility to automatically launch and connect to the ComputerName. Usage can be to add right-click menu to the NS Console.
Ver. 1.0.15 - Added 'Resend Package Status' and "Refresh Packages" functionality to the Tools menu for Package Servers.
Ver. 1.0.15 - Changed 'Remote Execution' to pull options from an INI file for easy distribution and repetition. Example INI in attached zip file.
Ver. 1.0.16 - Added 'Reboot Required' and "Patch Cycle In Progress" values to the Software Updates tab.
Ver. 1.0.17 - Software Update fixes
Ver. 1.0.18 - Added Task Manager functionality - list and End remote processes
Ver. 1.0.19 - Added Package Server tab
Ver. 1.0.20 - Fix bug in SWD 'Package ID' value and Task Manager 'Memory' column sort fix
Ver. 1.1.1 - Added ability to connect to remote machine managed by the NS 7 Altiris Agent and not just NS 6 Agent.
Ver. 1.1.2 - Fix bug in End Process function on Task Manager
Ver. 1.1.3 - Added ability to Enable or Disable Bandwidth throttling on Tools tab
- Added ability to Hide Superseded Software Updates
- Added ability to double-click Source Location path to open in browser or explorer on Package Server and SWD tabs
- Added Download History and Source Location info on Package Server tab
Ver. 1.1.4 - Decreased the Package Server tab load time
Ver. 1.1.5 - Added "Hide Disabled" checkbox to Package Server tab
Ver. 1.1.6 - Added ability to launch the client in NS's Resource Manager on the Tools tab
Ver. 1.1.7 - Added Start 'Patch Cycle' and 'Start Patch Inventory' on the Software Updates tab
- Fixed "Open Resource Manager" to note if using https or http protocol
- Fixed bulletin to show as 'Update Scheduled' rather than 'Package Downloaded'
- Updated UI to look like NS 7 - still works with NS 6 and NS 7 remotely managed machines
Ver. 1.1.8 - Fixed error in Software Updates tab where machine had the patch agent but no policy behind it.
Ver. 1.1.9 - Fixed error in Software Updates tab where machine does not have the patch agent
Ver. 1.1.10 - Fixed Remote Execution when launching RAAD from command line
Ver. 1.1.11 - Allow arrow up and down to iterate through log entries and client policies
Ver. 1.1.12 - Fixed output when patch is Not Applicable and Superseded
- Fixed sorting issue with Run History and Download History
Ver. 1.1.13 - Added ability to only load Tabs per Refresh on Connect for those clients over slower links
- Fixed fill on the 'Text' column on Logs tab when stretching application|
- Added Exclude as well as Include filters on Logs Tab
- Fixed grid background becoming black when it has no data on Vista OS
Ver. 1.1.14 - Added ability to recall last 25 computers RAAD connected to - stored in the INI file
- Added ability to run just one Patch Update on Software Updates tool
- Added ability to launch client in Carbon Copy on Tools menu
Ver. 1.2.0 - Added ability to push Agent installation if Agent is not detected. Use INI to add NSs to connect to - example in download.
Ver. 1.2.1 - Removed leading and trailing spaces if added to client name trying to connect to
Ver. 1.3.2 - Fixed Remote Execution to allow more than 10 entries
- Change Title bar to show Remote Machine name for easy Taskbar visibility
- Changed Transfer and Download Size to MBs instead of bytes on Download History
- Added Username & Password dialog for Remote Execute to use for authentication to remote machine
Ver. 1.3.3 - Allow Remote Execution to continue if receive 'Access Denied', but can't stop process if using a timeout. This is a .NET 1.1 bug.
- Added ability to Reset guid through Remote Execution - option in INI
Ver. 1.3.4 - Added Recovery Solution client policies to the Client Policies tab
- Added 'Next Request' for Configuration Request and 'Next Send' for Basic Inventory to Details tab
Ver. 1.3.5 - Added Task tab (only have Task History so far)
Ver. 1.3.6 - Added 'Copy' button to Software Updates tab to be able to paste into Excel
- Added Remote Execution option to add Altiris Agent to Firewall exception
- Fixed Double-click option to open source location on the Package Server tab
Ver. 1.3.7 - Added 'Redirect Agent' function to Tools tab. Uses INI for list of possible NSs.
Ver. 1.3.8 - Fixed issue with Agent Installer

 

Use this link for download: https://kb.altiris.com/article.asp?article=45023&p=1

License: Altiris EULA
By downloading this software, you agree to the terms and conditions in the Altiris End User License Agreement
Support: User-contributed tools on the Juice are not supported by Altiris Technical Support. If you have questions about a tool, please communicate directly with the author by visiting their profile page and clicking the 'contact' tab.

 

Comments 58 CommentsJump to latest comment

Brandon's picture

Just a heads up, the next reboot due entry doesn't seem to be pulling from my local client. It still says 'Not scheduled' even though the local agent says one is happening. I did refresh the tab with no change.

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btowne's picture

Brandon,
Can you email me your patch registry keys when there is a Next Reboot set so I can dig into the values - Altiris/Altiris Agent/Patch Management. Simply, because I am too busy to setup that environment.

bryan_towne@symantec.com

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Tenacious Geo's picture

Oh snap! This is an amazing tool! Great job and thank you so much I will be sharing this with my team.

-Geo

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Dane Jones's picture

I'm using an account that has administrative access on both the source and target system. Both has Remote Registry Service enabled and I can use DameWare to administer all aspects of the target system. But alas, I am plagued with the inability to connect to the target system using this utility. I even tested with the firewalls disabled, no luck.

Bug? Other possibilities? Suggestions?

Dane Jones
デーンジョーンズ
Altiris Systems Engineer / Administrator
Honda R&D Americas, Inc.

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btowne's picture

Dane,
Can you ping the machine you are trying to reach? Can you reg connect to the machine as well using the admin account?
Are you using Run As and passing credentials?
Is the domain account an admin on the remote machine?

What is the error?

You may have some security or GPO which is preventing this. Let me know what you find.

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Dane Jones's picture

The utility works fine on our Windows XP x86 architecture systems but it fails to run on the Windows XP x64 architecture systems.

The most likely issue is due to the unexpected registry redirection. On 64bit systems the registry is redirected for 32bit applications from "HKLM\Software" to "HKLM\Software\Wow6432Node". This is called Windows On Windows, WoW. Normally Windows will accommodate this redirection automatically.

If this is indeed the issue, Let me know if you need any assistance for addressing this. I've been developing for Windows XP 64 for a year now and have become quite comfortable working in it.

== Error ==
Unable to connect to 'LE193485493'.
You must be an Admin on the remote computer and Remote Registry service is running on both.
Use 'Run As' if you are not logged in as that account locally

Dane Jones
デーンジョーンズ
Altiris Systems Engineer / Administrator
Honda R&D Americas, Inc.

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btowne's picture

Dane,
Ah yes, I only programmed this to be a x86 to x86 connection. I am fully aware of WoW. Let me address some of the other feedback and then get this enhancement request. I will post a new one once I am finished.

Bryan Towne

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btowne's picture

Dane,
I beleive I have coded the ability to connect to x64 OS. Please email me your email so I can have you test as I dont have one - bryan_towne@symantec.com

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arjain's picture

Hi,
from remote machine i am to connect client machine where AA is installed. On Logs tab, (fifth tab) i get connected to logs (done manually), but the logs are not refreshing. if i click on Refresh button then all logs disappear and i again need to set path for logs. is this behavior correct or it should refresh logs automatically?

~ SQA Manual - Crafting tomorrow

If a forum post solves your problem, please flag it as a solution. If you like an article or blog post vote for it.

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btowne's picture

arjain,
This tool is menat to be static to streamline it and to allow it to run faster, etc.

You will need to hit the Refresh button when you want to update the Logs into the tool. It should not empty the logs on Refresh. Do you have a valid registry key for LogFile and LogName?

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theMike's picture

Great tool. I am having an issue though. At times, when I connect to a computer, or when I am connected and click on the Software Update Tab I am getting the following error:

"Argument 'Length' must be greater or equal to zero. at Microsoft.VisualBasic.String.Mid(String str, Int32 Start, Int32 Length) at RemoteAltirisAgent.LoadSoftwareUpdate ()"

After this occurs the Software Update Tab is blank (contains no information). Has anyone seen this error?

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btowne's picture
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theMike's picture

Great, thank you again. One more question. I see that there may be a Run As option, but can I connect to a computer using different credentials? A 'Connect As' feature anywhere?

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theMike's picture

Also, I'm still seeing the same error, but not on all PCs. Thanks in advance.

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btowne's picture

Mike,
Sorry about that - try the download now.

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robertser's picture

Great Job!!! This has been needed for years.

One of the troubleshooting steps we perform a lot is to delete the policy file, kill the agent process, and the start the service. Could a button be added on the policy tab to delete this file? The kill process would be nice too since sometimes if it is in a hosed state the service will not stop.

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btowne's picture

robertser,
I added Task Manager functionality to the tool. See KB 45023 for version 1.0.18

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Brandon's picture

I was noticing you can't start the application from a mapped drive. It fails immediately with "Windows encountered a problem and needs to close". I was going to add this to the right click menu of the DS in the RemoteControlTools.ini. What can I do to make this work?

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btowne's picture

Sorry this tool must be run locally and not on a mapped drive.

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Billmar's picture

I'm using an account that has administrative access on both the source and target system. I can check the Logs, I can open the remote file system or task manager. But when I perform to run a program job under the software delivery tab I receive the following error: "The remote server machine does not exist or is unavailable". If I stopp the windows XP Firewall on client side then it works perfect. I checked the pfirewall.log but I can't find any dropped entries.
Tnx for any suggestions!

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masonje's picture

I wrote a utility to remotely connect for RDP and it had the same ping function before it connected. I found on Vista that I had to set up a "Don't Ping" check box because Vista firewall does not give a ping response by default. Could this feature be added?

I would also like the "Connect As" feature as well. We are in the middle of migration from Novel to AD and we don't have that hook in yet on all our PCs.

I also like the new process explorer like button that shows you the current process. Could more tool buttons be added to hook into the computer manager settings, registry or things of that nature?

Either way, this is a very cool tool. Our application packagers use it to test Altiris application delivery while no user is logged in to test boxes.

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lalanderj's picture

My workstation's OS language on wich I run this tool (1.1.5.0) is french.

I get a message like this one 'Conversion from string "15-1-2009 14:51:21" to type 'Date' is not valid.' when I click on some packages on the Software Delivery tab. What is weird is that it does not do that on all but just on some packages.

My Regional Setting:

Hour: 13:37:37
Short date: 2009-02-27
long daye: 27 février 2009

Is there something that I can do other than changing my date/time format?

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Fray's picture

 https://kb.altiris.com/article.asp?article=45023&p=1

The above link doesn't work for me.  Is there another location?

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Pascal KOTTE's picture

Curious, https://kb.altiris.com/article.asp?article=45023&p=1
it is working for me ?

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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Ram Champion's picture

Hi ,

Good tool, will definetely try will save a lot of time.

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pstage's picture

I want to enable this to be run from the NS via the Item Tasks. I've setup a new User Defined Item Task called Agent Diagnostics. My Settings are below.

Name: Agent Diagnostics
Description: Altiris Remote Agent Diagnostics
Resource Type: Computer
Action Type: Command Line
Command Line: \\ns\express\Software\Agent_Diagnostics\Remote Altiris Agent Diagnostics.exe %AeX AC Identification.Name%

Substitution Parameters

%AeX AC Identification.Name% = Data class: [AeX AC Identification].[Name]

This right-click task is added, and it pulls up the Launch Command web page dialog and tries to run. However, it never starts. Yes all users have rights to the \\ns\express\Software\Agent_Diagnostics\ directory. Thoughts?

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KSchroeder's picture

pstage,
I think Bryan mentioned several times in the initial post that the exe must be run LOCALLY from the hard drive, not from a UNC share or network drive...maybe you could change this so it runs a batch file or script which copies the .exe to the %TEMP% on the calling machine, then executes it from there?

Thanks,
Kyle
Symantec Trusted Advisor

For Forum threads, please click "Mark as Solution" if answered.
For all content, please give a thumbs up if you agree with or support the post.

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fjeldahl's picture

I am attempting to do either Start Patch Cycle/Run Update/Remote Execute (any of the default options) and get the following result:

    Access is denied.  (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED)

I have attempted to run the diagnostic tool as myself (I am a domain admin), as a local admin on the target system and also as another domain admin account an all give me the same result...any insight as to what else I should be checking or trying would be greatly apprecieated.

This tool is great and if I can get this problem figured out it will be that much more valuable.

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Vetsch's picture

exactly the same problem with the patch cycle. can connect to the client and view the configuration without problems, but can not start any task.

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alan3224's picture

First off, great tool.  We use it constantly.
Could you pull the DS server information from the registry as well?  Like a lot of customers we use both NS and DS and have a number of DS servers serving PC's that may all fall under 1 NS server.  Being able to reference what DS the client connects to (while already connected with this tool)  would save the step of looking it up via another method.
It would be handy. 
Thanks

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cnimmer's picture

Hi,

Can you indicate which ports this utility uses?  Windows Firewall likes to block it in our environment.  Thanks!

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WilliamK's picture

I too find this to be a great tool, but like cnimmer above, I need to get a list of ports that need to be opened in order to use all the features while Windows Firewall is turned on.

Thanks in advance.

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kpjernigan's picture

Any progress made in determing the errors when using the "Remote Execute" ?

The RPC server is unavailbe.  (Exception from HRESULT:0x800706BA)
OR
Access is Denied. (Exception from HRESULT:0x80070005 (E_ACCESSDENIED)) 

Two dfferent machines, both we have full admin access to.

-Kev

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pstage's picture

MICROSOFT .NET FRAMEWORK 3.5 SP1 needs to be installed on the workstation you run it on. I'm still on version 1.1.14.0 of the agent diagnostics though.

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Billmar's picture

Since I have updated to Version 1.4.3.0 I receive only empty fields on the right two panels when I click to a task on the left ("Click Program below to Show Run History and Details") panel in "Software Delivery" tab.
Thanks in advance for any suggestions!

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jaco.nortje@standardbank.co.za's picture

We experience error "Unable to copy the agent install package to the remote machine", but checking the remote machine c$ i can see it copied the aexnsc.exe to the root of the machine.  Any syggestions?
imagebrowser image

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jaco.nortje@standardbank.co.za's picture

No feedback by anybody?

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jaco.nortje@standardbank.co.za's picture

Did anyone create a user guide for dummies for this diagnostic tool?
A step by step guide with how to use and what to check for would be nice for use by junior assistants.

Great tool for Endpoint Maintenance!

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btowne's picture

Jaco,
Sorry, I see that you posted a Agent Install error. I do not monitor Juice. Please send feedback to KB 45023 https://kb.altiris.com/article.asp?article=45023&p=1

Now that I see your error, I will fix.

FYI - I am almost done with x64 support and passing creds.

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Billmar's picture

If I resize the program window, the find field in the Software Delivery tab moves into the list.

ALtirisRemote.JPG
Any ideas to solfe the problem?

Thanks for any feedback!

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Billmar's picture

The issue is fixed in version 1.4.8.1
Thanks!

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mdsanders's picture

I am having problems getting this download.  The zipped download appears to be available but when I download it (137kb file) it cannot be opened with any program (winzip, winrar, 7zip, etc) it appears to be blank or the download is broken.
Can anyone email it to me or provide me with a  valid download link?

Michael Sanders
ITPO Image Specialist
Volkswagen Group of America
Auburn Hills, MI

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jharings's picture

to right click and add an extension. It seems like some download programs (I used Firefox) strip the extension off the end.

Jim Harings
HP Enterprise Services
1st Rule of Connect Club: Mark the post that helped you the most as a 'solution'. 2nd Rule of Connect Club:You must talk about Connect club.

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mdsanders's picture

GREAT! thanks for the tip, didn't even think about that.  dl'd just fine now :D

Michael Sanders
ITPO Image Specialist
Volkswagen Group of America
Auburn Hills, MI

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cnimmer's picture

First off, I'd like to say that this tool is GREAT!  I use it on a nearly daily basis working with agents around the company.

Feature Request: Maybe this is a bit "out of scope," but one thing I run into frequently is having a list of machines that I need to check (see why they didn't receive a package, do a config update, etc.).  I typically ping them manually first to make sure they're valid machines in DNS, and that they're online before connecting to them.  Would it be possible to add a "Ping Window," where you can paste in a list of machines, then the tool would ping them and return results whether they're valid and reachable?  Then out of the machines that reply, maybe you could right click it, and there could be an option for RAAD to connect.  Nothing's worse than trying to troubleshoot a machine, to find out that it's not even on the network anymore :). 

Is that too far off base, or something that people would like?

Anyway, thanks again for the great tool!

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btowne's picture

I just released version 2 of Remote Altiris Agent Diagnostics. Please download from KB 49683. https://kb.altiris.com/article.asp?article=49683&p=1

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pstuart's picture

I'm running what I think is the latest version...2.1.23.0 and on a lot of computers I get the following error:

Altiris Agent not installed: Unable to Connect

I've restarted the service but no luck.  I also tried disabling the firewall (some have just Windows Firewall, others have SEP v.11 RU6 firewall) but still no luck.

I know the NS agent seems to work fine as I can RDP into the computer and function around in it.

Hoping for any tricks up someone's sleeve because this tool has been so helpful on the computers that work.

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cnimmer's picture

Are you able to connect to the c$ share on those computers?

Also, I wonder if the agent on those machines is corrupt in some fashion...does reinstalling the agent fix it?

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pstuart's picture

I can generally connect to their C: drive.  If not, I usually get the "cannot ping" error which then I'll stop the Windows firewall and it's then ok.  Not sure if this matters and if my observation is more a coincidence but prior to my initial posting I was using more then one RAAD window a lot and seemed to get the errors more often.  I've been using just one window the last few days and it's been working pretty well.  I also forgot about the 30 minute setting of no communcation when the computer boots up, however I believe I was trying to connect to the computers later in the day when folks would already have them on.  Most folks here leave their computers on overnight anyways, so thats not really an issue.

Anyhow I now have one client that I'm consistently getting the "Agent not installed", so I am right now uninstalling it and will reinstall it later today.  I'll post the result.

However, to get your insight, do you think using multiple RAAD windows at the same time would cause this problem? 

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dicelege's picture

I am not able to connect to Win7 machines with the utility. Event viewer on the host throws this error:

DCOM got error "The RPC server is unavailable. " from the computer (Remote Computer) when attempting to activate the server:

{8BC3F05E-D86B-11D0-A075-00C04FB68820}

RAAD shows this error:

Altiris Agent Not Installed: Unable to connect

I have verified that all the required services are started and the machines are being managed by SEP 11.6 firewall that is not blocking anyything.

I wonder if it is related to authentication somehow. I've tried multiple different accounts that are admin on the remote machine and also domain admin accounts to no avail. Perhaps it is the way Win7 handles authentication?

I know we are not supposed to post to this board about issues but i could not find a post feedback option on the KB, maybe that feature is not available on the new KB.

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btowne's picture

@dicelege

Please use RAADv2 (found in SymWISE - our new Knowledge base) instead of RAAD as it allows you to pass credentials as that is your issue. If passing creds through the UI doesn't resolve then use "Run As...".

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btowne's picture
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prasad.ganta's picture

I am using RAADv2.exe tool provided in the link but still it is saying that

alitirs agent is not installed: Unable to Connect

What can be the other reasons? I have disabled firewal and antivirus also.

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allhart3735's picture

The older version of RAAD works great for us with 7.0 but the new version of RAAD does not work at all. Same error message as others are reporting. What is the difference?

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Falquian's picture

Hi, btowne:

First of all: I'd like to thank you for this great tool. It is just amazing and very usefull.

I would like to ask  if is there any chance of getting a RAAD that can be executed on a Windows machine, but connects to an agent on Unix/Linux machines?

 

Thanks:

     Falquian

 

Kind regards:

     Falquian

If this post is useful to you, remember to mark it as a solution ;)

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simon-wirral's picture

when useing RAAD 2 (version 2.1.24.0) on x64 servers or 2008 r2 server No info under Patch Tab - software update - Advertisements - No Software Updates Available.

just get blank panle. if i run a command to start patch cycle then can see that updates have been installed.

 

need to see patch info for windows 2003 x64 server and windows 2008 R2 server.

 

Thanks

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