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:

JP1/IT-Desktop-Management-2-Agent-installation-folder\bin

The dialog box asking you whether you want to continue with the collection of troubleshooting information appears.

2. Click the Yes button.

The collection of troubleshooting information starts. When the troubleshooting information has been collected, a dialog box that shows the storage location of the troubleshooting information appears.

The collected troubleshooting information is stored in the following location:

JP1/IT-Desktop-Management-2-Agent-installation-folder\troubleshoot\YYYY-MM-DD_hh-mm-ss^#

#:YYYY is the year, MM is the month, DD is the day, hh is the hour, mm is the minute, and ss is the second.

3. Click the OK button.

The dialog box showing the storage location of the troubleshooting information 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 2 - Agent-installation-folder\log
System information	System information Result of msinfo32/nfo execution Environment variable Result of SET command execution Registry information Registry information under HKEY_LOCAL_MACHINE\SOFTWARE\Hitachi Registry information under HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\RemovableStorageDevices Device information Status and properties of devices File information A list of subfolders and files under the JP1/IT Desktop Management 2 - Agent-installation-folder Event log Application, system, and security information

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