9.2.2 Troubleshooting during agent installation
If you cannot install an agent on a computer, make sure of the following:
-
The OS is a prerequisite OS for the computer on which the agent is to be installed.
-
You have logged on to Windows as a user account with Administrative privileges.
-
You are not trying to install an agent that is older than the agent that is already installed.
If necessary, obtain troubleshooting information for the agent.
To collect troubleshooting information for an agent:
Collect troubleshooting information on the computer on which the problem occurred. Perform this operation as a user with administrator permissions.
- 1. Double-click getlogs.vbs.
-
The location of getlogs.vbs is as follows:
\bin in the JP1/IT Desktop Management - Agent installation folder
The dialog box asking you whether collection of troubleshooting information can be started appears.
![[Figure]](GRAPHICS/ZU180001.GIF)
- 2. Click the Yes button.
-
The collection of troubleshooting information starts. When the troubleshooting information has been obtained, a dialog box indicating this opens with the storage location of the troubleshooting information displayed.
![[Figure]](GRAPHICS/ZU180002.GIF)
The collected troubleshooting information is stored in the following location:
JP1/IT Desktop Management - Agent-installation-folder\troubleshoot\YYYY-MM-DD_hh-mm-ss#
#: Where YYYY is year, MM is month, DD is day, hh is hour, mm is minute, and ss is second.
- 3. Click the OK button.
-
The dialog box indicating that the collection of troubleshooting information is complete closes.
The following table shows the troubleshooting information that can be collected by using this method.
|
Troubleshooting information |
Information collected |
|---|---|
|
Agent log |
JP1/IT Desktop Management - Agent-installation-folder\log |
|
System information |
|