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.
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A dialog box confirming that you want to obtain troubleshooting information is displayed.
The location of getlogs.vbs is as follows:
JP1/IT-Desktop-Management-2-Agent-installation-destination-folder\bin
- 2. Click the Yes button.
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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.
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.
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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 |
|
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:
|
Software use |
Perform the following two steps:
|
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.
|
Restricted operations (settings for usage supression and startup suppression) |
Uninstall the agent programs. |
In case of background execution using task scheduler:
In case of background execution using task scheduler: Set (/s) option to turn off confirmation message on the start and end of troubleshooting information acquisition, and then set the program name and arguments.
- Example: command line setting when using task scheduler to execute comman
-
cscript.exe //B "JP1/IT-Desktop-Management-2-Agent-installation-folder\bin\getlog.vbs" /s