15.3.2 Actions to be taken if normal operation is disabled
While you are using JP1/IT Desktop Management 2 - Manager, normal operation might be disabled or an error might occur. The following describes possible problems and actions to be taken:
- Organization of this subsection
(1) Job execution does not proceed
If the job execution does not proceed, the possible reasons are as follows:
(a) The local host name of the agent does not match the destination specified on the managing server
If the agent name is different from the name specified for the system configuration or destination of the managing server, remote installation does not terminate. In this case, JP1/IT Desktop Management 2 - Manager and JP1/IT Desktop Management 2 - Agent cannot output an error to their logs because the products cannot determine whether the intended destination is specified when the job is executed. The executed jobs are displayed in Job Status. Check Job Status to see if an intended destination is specified for the executed job or if the name of the agent is correct.
(b) Destinations with the same name and different host IDs exist
The products cannot determine whether the intended destination is specified when the job is executed. If destinations with different host IDs but the same host name exist, the job might be executed for a non-existent destination. Check Job Status to see if an intended destination was specified when the job was executed.
Also, if agents with the same name exist, the job might not terminate because a different destination is specified for the job.
In this case, execute the resetnid command on the agents that have the same name. For details about this command, see 6.1.5 Example of maintenance of system configuration information.
(c) The user has not logged on to the computer
Even if the computer is running, a job in GUI installation mode is not executed unless the user has logged on. In this case, the job status in Remote Install Manager goes up to 70% but stops there. The user might have not logged on to the terminal where the agent is located. Check if the user has logged on to that terminal.
(d) An external program monitoring time is not set
If an external program monitoring time is not set, the job waits endlessly because control does not return from the external starting program. If the executed external program does not return any response, the agent continues to wait for the response. You can look at USER_CLT.LOG of the agent to see if it received any response. If a KDSF0094-I message is not followed by a KDSF0095-I message, the agent is waiting for a response from the external program.
Set the external program monitoring time on the External Program page in the JP1/ITDM2 Packaging dialog box.
(e) Settings in the file for connection destinations or the information file for higher connection destinations are not correct
If the settings in the file for connection destinations or the information file for higher connection destinations are not correct, job results cannot be reported because JP1/IT Desktop Management 2 - Agent cannot connect to a higher server. In this case, the agent fails to connect to JP1/IT Desktop Management 2 - Manager, and therefore JP1/IT Desktop Management 2 - Manager cannot log the result. Look at USER_CLT.LOG of the target agent to see if the agent can communicate with the destination. If necessary, revise the settings in the file for connection destinations or the information file for higher connection destinations.
(f) ITDM-compatible distribution is being performed on an agent
A job cannot be executed at the same time with ITDM-compatible distribution on an agent. Therefore, if ITDM-compatible distribution is being performed on the agent, the status of the job might remain as Waiting for transmission. In this case, you cannot notice the status even when you see the JP1/IT Desktop Management 2 - Manager log. So go to the Tasks window of the Distribution (ITDM-compatible) module to check that the relevant agent is not running any task.
(g) Processing after remote installation or processing of an AIT file does not terminate normally
If processing after remote installation or AIT file processing does not terminate normally, installation on the agent is placed in the endless wait state.
If remote installation does not complete, RegisterWindowMessage might not have been issued when the AIT file processing ended. In this case, because JP1/IT Desktop Management 2 - Manager does not receive the result of the job, you cannot see the result even if you check the JP1/IT Desktop Management 2 - Manager log. Look at USER_CLT.LOG of the target agent to see if the installation process is being performed.
(h) A user program started before or after installation has not terminated
If installation has completed on the agent but the job progress indicates 70% on the managing server, it is assumed that a user program, started before or after installation, has not terminated yet. As with (d) An external program monitoring time is not set, look at USER_CLT.LOG of the agent to check the situation.
(2) A job fails
If a remote installation job causes an error, the cause of the error is displayed as a maintenance code. In the Job Status window, open the Detailed Information dialog box to check the maintenance code.
(3) The relay system contains a job but does not contain a package
Packages stored in the relay system are automatically deleted when a certain period of time has passed. If you do not specify the expiration date during packaging or job creation, a package is deleted the next day of the remote installation. Even if you specify the expiration date, the package is deleted if the next day of the remote installation is a holiday or if the agent has not been turned on for several days. This results in a situation where the relay system contains a job but does not contain a package.
To prevent such a problem, specify the expiration date of a package with due consideration during packaging or job creation. However, specifying an expiration date that is too long causes memory compression.
The following maintenance code is displayed.
Maintenance code: 300097030000
(4) A space character will be added at the end of the package or not
When a package information is notified from an agent other than by the execution of Install package jobs, there are two cases that a space character will be added at the end of the package or not.
To resolve the above symptom, execute Update Device Details to all agents.
(5) Space characters contained in the package name of Hitachi Program Product which is installed on an agent might be deleted
Space characters contained in the package name of Hitachi Program Product, which is installed on an agent, might be deleted.
Space characters in the package name will be deleted and the package name is stored when the following conditions are all met:
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Execute packaging of the Hitachi program product without changing the package name but with the default name.
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Distribute (ITDM-compatible) the package by using the Install package job from the Manager.
To resolve the above symptom, execute Update Device Details to all agents.