Hitachi

JP1 Version 12 JP1/IT Desktop Management 2 Administration Guide


18.10 Troubleshooting problems with agents

This section describes what actions to take for problems that occur with an agent, and how to obtain troubleshooting information.

For information on errors that occurred when JP1/IT Desktop Management 2 - Agent was deployed, please check the Events module.

To obtain troubleshooting information for an agent:

Obtain troubleshooting information on the computer where the problem occurred. Note that you must use a user that has Administrator privileges to execute the command.

If a problem occurred on a computer that has an agent for off-line management installed, then in addition to the information that can be collected by performing the following procedures, collect the files in the Data folder that was generated by the Information Collection Tool or the tool for applying policy offline.

1. Double click getlogs.vbs.

A dialog box confirming that you want to obtain troubleshooting information is displayed.

[Figure]

The location of getlogs.vbs is as follows:

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

2. Click the Yes button.

Collection of troubleshooting information begins. When the collection of troubleshooting information finishes, a dialog box indicating completion appears. This dialog box shows the location of the troubleshooting information.

[Figure]

The location of the troubleshooting information that was collected is as follows:

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

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

3. Click the OK button.

The dialog box closes.

The following table describes the troubleshooting information that can be collected by performing the above procedure:

Troubleshooting information

Contents

Agent logs

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

System information

  • System information

    The result of msinfo32/nfo.

  • Environment variables

    The result of running the SET command.

  • Registry information

    Registry entries that are located under HKEY_LOCAL_MACHINE\SOFTWARE\Hitachi.

    Registry entries that are located under HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\RemovableStorageDevices.

  • Device information

    Properties and status of the device.

  • File information

    A list of sub-folders and files that are located under JP1/IT Desktop Management 2-Agent-installation-destination-folder.

  • Event logs

    Application, System, and Security logs.

To undo changes to settings that were made during security Auto Enforcement:

The following table explains how to undo changes to security settings on a target management computer that were made when applying a security policy or during a security Auto Enforce:

Security settings

Action

Security updates

Perform the following two steps:

  • From the applicable computer, manually uninstall the security updates.

  • From the Windows Control Panel, start Windows Update in order to return to the original settings.

Software use

Perform the following two steps:

  • If you have installed mandatory software, uninstall it as necessary.

  • If you have uninstalled unauthorized software, install it as necessary.

Windows services

From the Windows Control Panel, start Administrative Tools, and then double-click Services. Return unauthorized services to their original settings.

Operating system security settings

Check and change the following items. Note that the exact method will differ depending on the settings and on your operating system.

  • Settings in the Properties pane of My Computer.

  • Settings in the Screen Properties view.

  • Settings in the Administrative Tools that are located in the Control Panel.

  • Settings for Explorer.

  • Items that were edited in the Registry.

Restricted operations (settings for usage supression and startup suppression)

Uninstall the agent programs.