Hitachi

JP1 Version 12 JP1/IT Desktop Management 2 Administration Guide


18.9 Troubleshooting problems on the management server

When an error occurs, a message will appear in the JP1/IT Desktop Management 2view. 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_ITDM2_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.

  • Cause 1

    The administrator does not have an email address set, or the administrator's email address is invalid.

  • Cause 2

    The mail server settings are invalid, or the mail server is not running.

  • Cause 3

    The authentication settings that are required for connection to the mail server are invalid.

Select and take the appropriate actions from the list below:

  • For Cause 1

    In the Settings module, select User Management. Then, in the User Account Management view, set an email address for the administrator. Alternatively, correct the administrator's email address.

  • For Cause 2

    In the Settings module, select General. Then, in the Mail Server Settings view, correct the mail server settings. Alternatively, contact the mail server administrator.

  • For Cause 3

    In the Settings module, select General. Then, in the Mail Server Settings view, correct the authentication settings that are used for the mail server.

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_ITDM2_Service). The operation (JP1_ITDM2_Service) will be stopped.

A critical internal error occurred in the service (JP1_ITDM2_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 Inventory 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 Inventory 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 (ITDM-compatible) 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 (ITDM-compatible) 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 (ITDM-compatible) 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

Error

An error occurred during the processing to store operation logs.

  • Cause 1

    An internal error occurred.

  • Cause 2

    There might be insufficient space on the disk for the local data folder.

  • Cause 3

    The operation log backup folder either does not exist, or cannot be accessed.

  • Cause 4

    The user name or the password that is used to access the operation log backup folder is incorrect.

  • Cause 5

    There might be insufficient space on the disk for the operation log backup folder.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Use the getlogs command to obtain troubleshooting information, and then contact Customer Support.

  • For Cause 2

    Either increase the amount of free space on the disk that was specified during setup for the local data folder, or move the local data folder to a disk that has sufficient free space.

  • For Cause 3

    Check whether the operation log backup folder that was specified during setup exists and whether that folder can be accessed.

  • For Cause 4

    Make sure that the user name and the password that were specified during setup are correct.

  • For Cause 5

    Either increase the amount of free space on the disk that was specified during setup for the operation log backup folder, or move the operation log backup folder to a disk that has sufficient free space.

1034

Error

An error occurred during the processing to acquire operation logs manually.

  • Cause 1

    An internal error occurred.

  • Cause 2

    There might be insufficient space on the disk for the local data folder.

  • Cause 3

    The operation log backup folder either does not exist, or cannot be accessed.

  • Cause 4

    The user name or the password that is used to access the operation log backup folder is incorrect.

  • Cause 5

    There might be insufficient space on the disk for the operation log backup folder.

  • Cause 6

    There are no backup files in the operation log backup folder.

  • Cause 7

    The backup file in the operation log backup folder is corrupted.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Use the getlogs command to obtain troubleshooting information, and then contact Customer Support.

  • For Cause 2

    Either increase the amount of free space on the disk that was specified during setup for the local data folder, or move the local data folder to a disk that has sufficient free space.

  • For Cause 3

    Check whether the operation log backup folder that was specified during setup exists and whether that folder can be accessed.

  • For Cause 4

    Make sure that the user name and the password that were specified during setup are correct.

  • For Cause 5

    Either increase the amount of free space on the disk that was specified during setup for the operation log backup folder, or move the operation log backup folder to a disk that has sufficient free space.

  • For Cause 6

    If the backup files were moved to another folder, copy them to the operation log backup folder, and then restore the operation logs again.

  • For Cause 7

    Delete the file displayed in the detailed information of the operation log backup folder.

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.

  • Cause 1

    Connection to the Active Directory server failed.

  • Cause 2

    Authentication to the Active Directory server failed.

  • Cause 3

    The specified domain cannot be found.

  • Cause 4

    The OU information that is specified on the Active Directory server cannot be found.

  • Cause 5

    Encrypted communication with the Active Directory server has failed.

Select and take the appropriate actions from the list below:

  • Cause 1

    In the Settings module, select General, and then check the host name and port number that are set in the Active Directory Settings view. Alternatively, check whether the Active Directory server is running.

  • Cause 2

    In the Settings module, select General, and then check the user ID and password that are set in the Active Directory Settings view.

  • Cause 3

    In the Settings module, select General, and then check the domain name that is set in the Active Directory Settings view.

  • Cause 4

    In the Settings module, select General, and then check the root OU that is set in the Active Directory view.

  • Cause 5

    In the Settings module, select General, and then check the port number that is set in the Active Directory view. Alternatively, check whether a certificate is installed on the Active Directory server.

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.

An error occurred while connecting to the Product Update server.

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 Product Update view. You can check connectivity to the Support Service by clicking the Test button.

1056

Error

Failed to notify System Administrators by e-mail.

  • Cause 1

    The administrator does not have an email address set, or the administrator's email address is invalid.

  • Cause 2

    The mail server settings are invalid, or the mail server is not running.

  • Cause 3

    The authentication settings that are required for connection to the mail server are invalid.

Select and take the appropriate actions from the list below:

  • For Cause 1

    In the Settings module, select User Management. Then, in the User Account Management view, set an email address for the administrator. Alternatively, correct the administrator's email address.

  • For Cause 2

    In the Settings module, select General. Then, in the Mail Server Settings view, correct the settings for the mail server. Alternatively, contact the mail server administrator.

  • For Cause 3

    In the Settings module, select General. Then, in the Mail Server Settings view, correct the authentication settings that are used for the mail server.

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.

  • Cause 1

    The date and time settings on the agent are incorrect.

  • Cause 2

    The agent was unable to connect to the management server for a long time.

Select and take the appropriate actions from the list below:

  • Cause 1

    Check the date and time settings on the agent.

  • Cause 2

    Make sure that the agent can periodically connect to the management server.

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_ITDM2_DB Service) might not have started.

Start the database service (JP1_ITDM2_DB Service) from the site server.

1105

Settings

Failed to enable network access control.

  • Cause 1

    A product is installed that cannot coexist with the network monitor.

  • Cause 2

    An installer is running.

  • Cause 3

    A folder or file is in use within the installation folder for the network access control agent.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Uninstall the product that cannot coexist with the network monitor, and then retry the installation.

  • For Cause 2

    Wait a short time, and then from the operation menu, select Enable network access control to retry the operation that enables network access control. If the problem persists, obtain troubleshooting information by using the appropriate command, and then contact Customer Support.

  • For Cause 3

    Close the folder or file within the installation folder, and then from the operation menu, select Enable network access control to retry the operation that enables network access control.

1106

Error

Installation of the site server program failed.

  • Cause 1

    A product is installed that cannot coexist with the site server application.

  • Cause 2

    An installer is running.

  • Cause 3

    A folder or file is in use within the installation folder for the site server.

  • Cause 4

    There is insufficient free space in the installation destination folder.

  • Cause 5

    There is insufficient free space in the database folder.

  • Cause 6

    This operating system is not supported.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Uninstall the product that cannot coexist with the site server application, and then retry the installation.

  • For Cause 2

    Wait a short time, and then from the operation menu, select Install a site server program to retry the installation. If the problem persists, obtain troubleshooting information by using the appropriate command, and then contact Customer Support.

  • For Cause 3

    A folder or file is in use within the installation folder for the site server. Retry the installation by selecting Install a site server program in the operation menu at one of the following times:

    • After closing the folder or file within the installation folder

    • After a site server command or program has finished executing, or after site server setup is complete

  • For Cause 4

    Increase the amount of free space in the installation folder, and then select Install a site server program from the operation menu to retry the installation.

  • For Cause 5

    Increase the amount of free space in the database folder, and then select Install a site server program from the operation menu to retry the installation.

  • For Cause 6

    Install the site server program on an operating system that is supported.

1108

Error

Failed to synchronize device information with MDM (product-name).

  • Cause 1

    An attempt to connect to the MDM server and to the proxy server failed.

  • Cause 2

    Authentication with the MDM server failed.

  • Cause 3

    Authentication with the proxy server failed.

  • Cause 4

    An error occurred in MDM linkage.

  • Cause 5

    An error occurred while obtaining the settings information of the MDM server.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Check the host name, IP address, and port number that are specified in the MDM linkage settings for the MDM server and the proxy server. Also, check whether the MDM server is running.

  • For Cause 2

    Check the user ID and the password that are specified in the MDM linkage settings for the MDM server.

  • For Cause 3

    Check the user ID, password, IP address, and port number that are specified in the MDM linkage settings for the proxy server.

  • For Cause 4

    Obtain troubleshooting information by using the appropriate command, and then contact Customer Support.

  • For Cause 5

    In the Settings module, make sure that the information that is set for MDM linkage has not been deleted.

1111

Error

Failed to lock a smart device.

  • Cause 1

    An attempt to connect to the MDM server and to the proxy server failed.

  • Cause 2

    Authentication with the MDM server failed.

  • Cause 3

    Authentication with the proxy server failed.

  • Cause 4

    The smart device to be managed is not registered in the MDM system or in an MDM-managed product.

  • Cause 5

    An error occurred in MDM linkage.

  • Cause 6

    An error occurred while obtaining the settings information of the MDM server.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Check the host name, IP address, and port number that are specified in the MDM linkage settings for the MDM server and the proxy server. Also, check whether the MDM server is running.

  • For Cause 2

    Check the user ID and the password that are specified in the MDM linkage settings for the MDM server.

  • For Cause 3

    Check the user ID, password, IP address, and port number that are specified in the MDM linkage settings for the proxy server.

  • For Cause 4

    Register the smart device on the MDM server, and then obtain the information.

  • For Cause 5

    Obtain troubleshooting information by using the appropriate command, and then contact Customer Support.

  • For Cause 6

    In the Settings module, make sure that the information that is set for MDM linkage has not been deleted.

1113

Error

Failed to reset the password of a smart device.

  • Cause 1

    An attempt to connect to the MDM server and to the proxy server failed.

  • Cause 2

    Authentication with the MDM server failed.

  • Cause 3

    Authentication with the proxy server failed.

  • Cause 4

    The smart device to be managed is not registered in the MDM system.

  • Cause 5

    An error occurred in MDM linkage.

  • Cause 6

    An error occurred while obtaining the settings information of the MDM server.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Check the host name, IP address, and port number that are specified in the MDM linkage settings for the MDM server and the proxy server. Also, check whether the MDM server is running.

  • For Cause 2

    Check the user ID and the password that are specified in the MDM linkage settings for the MDM server.

  • For Cause 3

    Check the user ID, password, IP address, and port number that are specified in the MDM linkage settings for the proxy server.

  • For Cause 4

    Register the smart device on the MDM server, and then obtain the information.

  • For Cause 5

    Obtain troubleshooting information, and then contact Customer Support.

  • For Cause 6

    In the Settings module, make sure that the information that is set for MDM linkage has not been deleted.

1115

Error

Failed to initialize a smart device.

  • Cause 1

    An attempt to connect to the MDM server and to the proxy server failed.

  • Cause 2

    Authentication with the MDM server failed.

  • Cause 3

    Authentication with the proxy server failed.

  • Cause 4

    The smart device to be managed is not registered in the MDM system.

  • Cause 5

    An error occurred in MDM linkage.

  • Cause 6

    An error occurred while obtaining the settings information of the MDM server.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Check the host name and port number that are specified in the MDM linkage settings for the MDM server and the proxy server. Also, check whether the MDM server is running.

  • For Cause 2

    Check the user ID and the password that are specified in the MDM linkage settings for the MDM server.

  • For Cause 3

    Check the user ID, password, IP address, and port number that are specified in the MDM linkage settings for the proxy server.

  • For Cause 4

    Register the smart device on the MDM server, and then obtain the information.

  • For Cause 5

    Obtain troubleshooting information by using the appropriate command, and then contact Customer Support.

  • For Cause 6

    In the Settings module, make sure that the information set for MDM linkage has not been deleted.

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.

  • Cause 1

    An error occurred in the connection to the MDM server or to the proxy server.

  • Cause 2

    An error occurred in authentication with the MDM server.

  • Cause 3

    An error occurred in the authentication for connection to the proxy server.

  • Cause 4

    An error occurred in the MDM server.

  • Cause 5

    An error occurred in MDM linkage.

  • Cause 6

    An error occurred while settings information of the MDM server was being obtained.

  • Cause 7

    The server certificate of the MDM server is invalid.

  • Cause 1

    Make sure that there are no errors in the host name, IP address, or port number that were set in the settings window for MDM linkage. Also make sure that the MDM server is running.

  • Cause 2

    Make sure that there are no errors in the user ID or password of the MDM server that were set in the settings window for MDM linkage.

  • Cause 3

    Make sure that there are no errors in the IP address, port number, user ID, or password of the proxy server that were set in the settings window for MDM linkage.

  • Cause 4

    Contact the MDM server administrator.

  • Cause 5

    Collect troubleshooting information by using the appropriate command, and then contact Customer Support.

  • Cause 6

    Check whether the settings information set in the settings window for MDM linkage has been deleted.

  • Cause 7

    Execute the keytool command to check whether the server certificate has been imported. If it has not, execute the keytool command to import the server certificate. For details about the keytool command, see the relevant documentation.

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.

  • Cause 1

    An internal error occurred.

  • Cause 2

    The storage destination of the revision history does not exist, or you cannot connect to the destination.

  • Cause 3

    The user name or password used to connect to the storage destination of the revision history is incorrect.

  • Cause 4

    There might not be enough space on the disk where the revision history is stored.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Collect troubleshooting information by using the appropriate command, and then contact customer support.

  • For Cause 2

    Make sure that the storage destination of the revision history exists and that you can connect to the destination.

  • For Cause 3

    Make sure that the user name and password that you specified during setup are correct.

  • For Cause 4

    Either increase the amount of free space on the disk that was specified during setup for the storage destination of the revision history, or move the storage destination of the revision history to a disk that has sufficient free space.

1138

Error

An error occurred during the processing to export operation logs periodically.

  • Cause 1

    An internal error occurred

  • Cause 2

    There might be insufficient space on the disk for the local data folder.

  • Cause 3

    The operation log backup folder either does not exist, or cannot be accessed.

  • Cause 4

    The user name or the password that is used to access the operation log backup folder is incorrect.

  • Cause 5

    There might be insufficient space on the disk for the operation log backup folder.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Use the getlogs command to obtain troubleshooting information, and then contact Customer Support.

  • For Cause 2

    Either increase the amount of free space on the disk that was specified during setup for the local data folder, or move the local data folder to a disk that has sufficient free space.

  • For Cause 3

    Check whether the operation log backup folder that was specified during setup exists and whether that folder can be accessed.

  • For Cause 4

    Make sure that the user name and the password that were specified during setup are correct.

  • For Cause 5

    Either increase the amount of free space on the disk that was specified during setup for the operation log backup folder, or move the operation log backup folder to a disk that has sufficient free space.

1139

Error

An error occurred during the processing to acquire operation logs automatically.

  • Cause 1

    An internal error occurred

  • Cause 2

    There might be insufficient space on the disk for the local data folder.

  • Cause 3

    The operation log backup folder either does not exist, or cannot be accessed.

  • Cause 4

    The user name or the password that is used to access the operation log backup folder is incorrect.

  • Cause 5

    There might be insufficient space on the disk for the operation log backup folder.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Use the getlogs command to obtain troubleshooting information, and then contact Customer Support.

  • For Cause 2

    Either increase the amount of free space on the disk that was specified during setup for the local data folder, or move the local data folder to a disk that has sufficient free space.

  • For Cause 3

    Check whether the operation log backup folder that was specified during setup exists and whether that folder can be accessed.

  • For Cause 4

    Make sure that the user name and the password that were specified during setup are correct.

  • For Cause 5

    Either increase the amount of free space on the disk that was specified during setup for the operation log backup folder, or move the operation log backup folder to a disk that has sufficient free space.

1140

Error

An error occurred during the processing to update the date information of operation logs.

  • Cause 1

    An internal error occurred

  • Cause 2

    There might be insufficient space on the disk for the local data folder.

  • Cause 3

    The operation log backup folder either does not exist, or cannot be accessed.

  • Cause 4

    The user name or the password that is used to access the operation log backup folder is incorrect.

  • Cause 5

    There might be insufficient space on the disk for the operation log backup folder.

Select and take the appropriate actions from the list below:

  • For Cause 1

    Use the getlogs command to obtain troubleshooting information, and then contact Customer Support.

  • For Cause 2

    Either increase the amount of free space on the disk that was specified during setup for the local data folder, or move the local data folder to a disk that has sufficient free space.

  • For Cause 3

    Check whether the operation log backup folder that was specified during setup exists and whether that folder can be accessed.

  • For Cause 4

    Make sure that the user name and the password that were specified during setup are correct.

  • For Cause 5

    Either increase the amount of free space on the disk that was specified during setup for the operation log backup folder, or move the operation log backup folder to a disk that has sufficient free space.

1144

Assets

Failed to register the USB device.

The serial number is the same as that of a registered USB device.

To ensure unique serialnumbers, change the serialnumber of the USB device to be registered to the device instance ID, and then register the USB device again. To change the serialnumber to the device instance ID, in the Advanced dialog box that is displayed from the Register USB Device dialog box, enter the device instance ID in Registration condition for device instance ID.

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 2-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 2.

JP1/IT Desktop Management 2-installation-destination-folder\mgr\log

JDNSTRCn.log#

(n = 1 to 9)

Outputs information that you can use to check the change results of configuration of JP1/IT Desktop Management 2.

Event logs

Operating system event log

--

Outputs information on the startup of, the shutdown of, and critical errors generated byJP1/IT Desktop Management 2. 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 17.30 getlogs (collecting troubleshooting information).

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