18.9 Troubleshooting problems on the management server
When an error occurs, a message will appear in the JP1/IT Desktop Managementview. Determine the cause of the problem and the actions to be taken by following the instructions in the message, and then take the necessary actions.
In the Events module, if you find an event that requires action to be taken, check the event message, and then take the necessary action.
Also, log files are output when an error occurs. Check the log files for the cause of the error and the actions to be taken.
The following table describes the causes of and actions to be taken for events that require such action:
Event number |
Type |
Message |
Cause |
Actions to be taken |
---|---|---|---|---|
002 |
Settings |
The device has been added as a managed node. |
The device has been excluded from the set of objects to be managed. |
In the Settings module, select Discovery, and then check the Ignored Nodes view. |
004 |
Settings |
Failed to register the device as a managed node. You have already reached the limit of licenses available for managed devices. |
It was detected that the licensed number of objects has been exceeded. |
Purchase the number of licenses corresponding to the number of objects to be managed. After that, in the Settings module, select Product Licenses, and then add the licenses in the License Details view. |
005 |
Settings |
The agent has been uninstalled. |
The uninstallation of an agent was detected. |
Check whether the device has permission to uninstall the agent. |
019 |
Error |
Failed to obtain detailed information from function-name. |
Discovery of a device or collection of device information failed. |
Check settings such as authentication information and discovery range, and check the operating status of the JP1_ITDM_Agent Control service. Alternatively, check the status of the target device. After making these checks, perform the device discovery or collection of device information again. If neither of these procedures solves the problem, obtain troubleshooting information by using the getlogs command, and then contact Customer Support. |
050 |
Security |
The security status has been judged. The judgment result is violation-level. |
A security inspection determined that the security status of the target computer is dangerous. |
Carry out security measures on the target computer. |
051 |
Security |
The security status has been judged. The judgment result is violation-level. |
A security inspection determined that the security status of the target computer requires caution or attention. |
Carry out security measures on the target computer. |
055 |
Error |
Failed to send an e-mail notification to the System Administrator. |
|
Select and take the appropriate actions from the list below:
|
057 |
Error |
Failed to send a message notification to the user. |
Message notification failed because of a network failure between the management server and the computer. |
Obtain troubleshooting information by using the getlogs command, and then contact Customer Support. |
074 |
Error |
Failed to apply security measures. |
Enforcement of security measures failed. |
Obtain troubleshooting information by using the getlogs command, remove the cause of the error, and then enforce the security measures. Also, ask users to enforce security measures by using message notifications or by other means. |
078 |
Error |
Failed to unblock the printing operation. |
Release of a printing restriction failed. |
Check whether the user who tried to release the printing restriction has permission to do so. If the user has permission, contact the user and give him or her the correct password for releasing the printing restriction. If the user does not have permission, contact the user as necessary and notify him or her that printing restrictions are currently in place. |
081 |
Error |
Failed to implement security measures. The group policy assigned to the device has been violated. |
An attempt was made to enforce security measures, but those measures differed from with the security policy that is already in place. |
Check the contents of the security policy that is already in place and the contents of the security measures. |
200 |
Error |
An error occurred in the operation (JP1_ITDM_Service). The operation (JP1_ITDM_Service) will be stopped. |
A critical internal error occurred in the service (JP1_ITDM_Service). |
Obtain troubleshooting information by using the getlogs command, and then contact Customer Support. |
203 |
Error |
Failed to collect product update information. Settings are invalid. |
A setting in the Product Update Settings view, which is selected from General in the Settings Module, is invalid. |
Determine the information that is used to connect to the Support Service site. After that, in the Settings module, select General, and then correct the settings in the Product Update Settings view. You can check connectivity to the Support Service by clicking the Test button. |
206 |
Error |
Failed to connect Active Directory. Active Directory settings are invalid. |
The Active Directory server is not running. Alternatively, a setting in the Active Directory Settings view, which is selected from General in the Settings module, is invalid. |
Check whether the Active Directory server is running. If the Active Directory server is running, in the Settings module, select General, and then correct the settings in the Active Directory Settings view. You can check connectivity to the Active Directory server by clicking the Test button. |
208 |
Error |
An error occurred while updating received files. |
Receipt of information from the agent failed. |
Resources in the management server environment might be insufficient. If this error occurs frequently, revise the management server environment. |
209 |
Error |
An error occurred in function-name. |
An error occurred in the internal processing of the manager service. |
After checking the Discovery view in the Settings module, checking the Agent view in the Settings module, or checking the Device module, perform discovery or agent deployment again. If this error reoccurs, use the getlogs command to obtain troubleshooting information, and then contact Customer Support. |
210 |
Error |
Failed to update. Error occurred while updating received files. |
Receipt of information from the agent failed, and update processing has been canceled because recovery from this error cannot be expected. |
Resources in the management server environment might be insufficient. Revise the management server environment and obtain the information again. |
211 |
Error |
Failed to update the file. The file format was invalid. |
A file in an invalid format was received. |
The source data might include special characters, such as control codes. If you can edit the source data, remove the special characters and then obtain the information again. If this error reoccurs, use the getlogs command to obtain troubleshooting information, and then contact Customer Support. |
1003 |
Settings |
The agent's operation has been stopped. |
The agent execution environment has become corrupted due to a problem such as an agent file being deleted. |
Restore the environment by performing an update on the agent side. |
1004 |
Device |
New software has been discovered. |
New software has been detected. |
In the Software Information view of the Device module, make sure that there are no problems with the software. |
1006 |
Error |
Failed to stop the prohibited operation. |
An attempt to stop an unauthorized service failed. |
Check the status of the agent. |
1016 |
Distribution |
Mandatory software will be distributed. |
It was detected that mandatory software is not installed. |
An Auto Enforce will be performed. In the Distribution module, check the execution result of the task |
1017 |
Distribution |
Prohibited software will be deleted. |
It was detected that unauthorized software is installed. |
An Auto Enforce will be performed. In the Distribution module, check the execution result of the task |
1018 |
Distribution |
Package distribution task has been terminated abnormally. |
Installation failed for some reason. |
Check the cause of the problem in the event detail, resolve the problem, and then perform the installation again. |
1019 |
Distribution |
Unistallation task has been terminated. |
Uninstallation failed for some reason. |
Check the cause of the problem in the event detail, resolve the problem, and then perform the uninstallation again. |
1021 |
Distribution |
On-demand tasks has ended. |
Tasks that the administrator executed have completed. |
In the Distribution module, check the execution result of the task. |
1022 |
Assets |
An unconfirmed hardware asset (device-type) has been recognized. |
The addition of a device that is to be managed, or the registration of a USB device has been executed. |
In the Assets module, edit the hardware asset information of the asset whose asset status is Unconfirmed. |
1028 |
Settings |
IP Discovery is complete. |
Network discovery finished. |
In the Discovery Log view of the Settings module, confirm the discovery result. |
1029 |
Settings |
Active Directory synchronization is complete. |
Active Directory discovery finished. |
In the Discovery Log view of the Settings module, confirm the discovery result. |
1032 |
Security |
An error occurred while backing up (automatic) the Operations logs. |
|
Select and take the appropriate actions from the list below:
|
1034 |
Error |
An error occurred while restoring Operations logs. |
|
Select and take the appropriate actions from the list below:
|
1035 |
Security |
The Operations logs restoration may have missed some data. |
There are no backup files that have the applicable date in the operation log backup folder. |
If the backup files that have the applicable date were moved to another folder, then copy the files to the operation log backup folder, and then restore the operation logs again. |
1036 |
Error |
Failed to expand database files for Operations logs. |
The operation log database folder has no free space. |
Increase the amount of free space on the disk by moving or deleting unnecessary files, and then start the service again. If this error reoccurs even though the disk has sufficient free space, use the getlogs command to obtain troubleshooting information, and then contact Customer Support. |
1037 |
Error |
Failed to retrieve inventory and organizational information from Active Directory Server. |
|
Select and take the appropriate actions from the list below:
You can check connectivity to the Active Directory server by clicking the Test button. |
1048 |
Suspicious Operations |
E-mail transmission with attachments has been detected. |
The sending of an email that has an attachment was detected and deemed to be a suspicious operation. |
Make sure that there are no problems with the operation. |
1049 |
Suspicious Operations |
File upload to Web Server/FTP Server was detected. |
The uploading of a file to a Web or FTP server was detected and deemed to be a suspicious operation. |
Make sure that there are no problems with the operation. |
1050 |
Suspicious Operations |
File Copy or File Move to a unregistered removable drive has been detected. |
The copying or moving of files to a removable disk drive was detected and deemed to be a suspicious operation. |
Make sure that there are no problems with the operation. |
1051 |
Suspicious Operations |
Mass-Printing has been detected. |
The printing of a large number of pages was detected and deemed to be a suspicious operation. |
Make sure that there are no problems with the operation. |
1055 |
Error |
Failed to collect product update information. |
A setting in the Support Service Settings view, which is selected from General in the Settings Module, is invalid. |
Determine the information that is used to connecting to the Support Service site. After that, in the Settings module, select General, and then correct the settings in the Support Service Settings view. You can check connectivity to the Support Service by clicking the Test button. |
1056 |
Error |
Failed to notify System Administrators by e-mail. |
|
Select and take the appropriate actions from the list below:
|
1057 |
Error |
Available disk space is limited. Please increase available space or change the path to a disk with sufficient space. |
Free disk space fell below the warning threshold value that was specified for disks in the environment information. |
Increase the amount of free space on the disk, or change to a disk that has sufficient free space. |
1058 |
Error |
Available disk space is limited. A database failure might occur due to limited disk space. Please increase available space or change the path to a disk with sufficient space. |
Free disk space fell below the error threshold value that was specified for disks in the environment information. |
Increase the amount of free space on the disk, or change to a disk that has sufficient free space. |
1059 |
Settings |
The product license will expire soon. |
The system detected that the license is about to expire. |
Please purchase a new license key. |
1064 |
Error |
Failed to apply security measures for account (account-name). |
Enforcement of security measures failed. |
Obtain troubleshooting information by using the getlogs command, remove the cause of the error, and then enforce the security measures. Also, ask users to enforce security measures by using message notifications or by other means. |
1065 |
Error |
Failed to apply security measures for the device (Account account-name). Violated the assigned group policy. Confirm the policy and security measure contents. |
An attempt was made to enforce security measures, but those measures differed from the group policy that is already in place. |
Confirm the contents of the security policy that is already applied and the contents of the security measures. |
1071 |
Error |
Failed to apply security measures. Apply security measures after the System Administrator collects troubleshooting information and eliminates the cause of error. |
Enforcement of security measures failed. |
Obtain troubleshooting information by using the getlogs command, remove the error cause, and then enforce security measures. Also, request the users to enforce security measures such as by message notification. |
1072 |
Error |
Failed to apply security measures for the device. Violated the assigned group policy. |
An attempt to enforce security measures was made but the group policy differed from the one already applied. |
Check the contents of the security policy that is already in place and the contents of the security measures. |
1076 |
Security |
The Operations log was deleted. |
|
Select and take the appropriate actions from the list below:
|
1085 |
Settings |
Failed to enable network access control. |
Enabling of network monitoring failed. |
Check the error message that was output to the installer trace log file, and then take action according to that error message. The installer trace log file is the file %WINDIR%\Temp\JDNINMA\JDNINS01.log on the source host. |
1086 |
Settings |
The attempt to disable the network access control failed. |
Disabling of network monitoring failed. |
Check the error message that was output to the installer trace log file, and then take action according to that error message. The installer trace log file is the file %WINDIR%\Temp\JDNINMA\JDNINS01.log on the source host. |
1088 |
Error |
AMT authentication failed. (AMT power control) |
When accessing AMT by using the AMT admin password that was set, an authentication error occurred. |
Revise the settings in the AMT Settings view, or change the AMT authentication information by going to the following URL: http://host-name:16992 |
1089 |
Error |
AMT authentication failed. (AMT Settings) |
When accessing AMT by using the AMT admin password that was set, an authentication error occurred. |
Revise the password for administrative privileges in the AMT Settings view, or change the AMT authentication information by going to the following URL: http://host-name:16992 |
1090 |
Error |
Free space on the disk containing the operation log data folder has become scarce. Increase the free disk space, or change to a disk that has enough free space. |
The disk that stores the operation logs for the site server is running out of free space. |
Increase the amount of free space on the disk, or change to a disk that has sufficient free space. |
1091 |
Error |
The operation log collection service stopped because there is almost no free space on the disk containing the operation log data folder. Increase the free disk space, or change to a disk that has enough free space. |
The disk that stores the operation logs for the site server is almost out of free space. |
Increase the amount of free space on the disk, or change to a disk that has sufficient free space. |
1094 |
Error |
Free space on the disk containing the data folder has become scarce. Increase the free disk space, or change to a disk that has enough free space. |
The disk that stores the data folder for the site server is running out of free space. |
Increase the amount of free space on the disk, or change to a disk that has sufficient free space. |
1095 |
Error |
A package cannot be downloaded to the site server because there is almost no free space on the disk containing the data folder. Increase the free disk space, or change to a disk that has enough free space. |
The disk that stores the data folder for the site server is almost out of free space. |
Increase the amount of free space on the disk, or change to a disk that has sufficient free space. |
1100 |
Error |
Installation of the site server program failed. |
Installation of the site server program failed. |
Check the error message that was output to the installer trace log file, and then take action according to that error message. The installer trace log file is the file %WINDIR%\Temp\JDNINMA\JDNINS01.log on the source host. If the problem persists, obtain troubleshooting information by using the appropriate command, and then contact Customer Support. |
1101 |
Error |
Uninstallation of the site server program failed. |
Uninstallation of the site server program failed. |
Check the error message that was output to the installer trace log file, and then take action according to that error message. The installer trace log file is the file %WINDIR%\Temp\JDNINMA\JDNINS01.log on the source host. If the problem persists, obtain troubleshooting information by using the appropriate command, and then contact Customer Support. |
1103 |
Error |
A database access error occurred on the site server. |
The database service (JP1_ITDM_DB Service) might not have started. |
Start the database service (JP1_ITDM_DB Service) from the site server. |
1105 |
Settings |
Failed to enable network access control. |
|
Select and take the appropriate actions from the list below:
|
1106 |
Error |
Installation of the site server program failed. |
|
Select and take the appropriate actions from the list below:
|
1108 |
Error |
Failed to synchronize device information with MDM (product-name). |
|
Select and take the appropriate actions from the list below:
|
1111 |
Error |
Failed to lock a smart device. |
|
Select and take the appropriate actions from the list below:
|
1113 |
Error |
Failed to reset the password of a smart device. |
|
Select and take the appropriate actions from the list below:
|
1115 |
Error |
Failed to initialize a smart device. |
|
Select and take the appropriate actions from the list below:
|
1116 |
Error |
Failed to delete a smart device. |
A database access error might have occurred. |
In the Settings module, select the Managed Devices view, select the device you want to delete, and then delete that device. |
1118 |
Error |
Synchronization of device information with the MDM system (MDMName) failed. |
|
|
1132 |
Error |
A fatal error occurred during collection of the revision history. |
An internal error occurred. |
Collect troubleshooting information, and then contact customer support. |
1133 |
Error |
Failed to output the file for saving the revision history. |
|
Select and take the appropriate actions from the list below:
|
The following table describes the log files that are output when an error occurs:
Log type |
Output destination |
File name |
Description |
---|---|---|---|
Message log files |
JP1/IT Desktop Management-installation-destination-folder\mgr\log |
JDNMAINn.log# (n = 1 to 9) |
Outputs information that you can use to check the operational status of JP1/IT Desktop Management. |
Event logs |
Operating system event log |
-- |
Outputs information on the startup of, the shutdown of, and critical errors generated byJP1/IT Desktop Management. Information on critical errors includes information that is not output to message log files. Use the operating system's Event Viewer to check the event logs. |
# Generation control is used to manage the files. When the size of the log file exceeds the limit, a new log file is created with the following number. The number starts from 1. If the number reaches 9, it returns to 1.
Obtain the troubleshooting information by using the getlogs command as required. For details about the getlogs command, see 17.28 getlogs (collecting troubleshooting information).
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