ConfigMgr Client Troubleshooting

Transcription

1 ConfigMgr Client Troubleshooting Version Date: 06-Nov-2016 Prepared By A, Karthikeyan ID Contact No Document Version No 1.00 Approved By A, Karthikeyan

2 Contents Introduction... 3 Purpose... 3 Scope... 3 List of supported Windows OS platform... 3 ConfigMgr client Prerequisites... 3 Steps for manual installation of ConfigMgr Client software... 4 ConfigMgr required service after Client installation... 8 Ports required for Client to Server Communication... 8 Troubleshooting Duplicate entries Network not found Online machines Initiating Polices DNS Resolution Check Management Point Check Remote Verification of WMI Speed up Software Advertisement by Forcing Policy Retrieval & Evaluation Cycle Verify Client Installation Status WMI Issue / Rebuild... 16

3 Introduction This section describes the purpose and audience of this guide. Any terminology or acronyms used in this document will be refer in the Glossary of the Appendix section. Purpose This document describes the work instructions for ConfigMgr Client troubleshooting. Scope This document includes troubleshooting on ConfigMgr Client issues and support ConfigMgr issues for single computer (software application installation, software update installation, software portal issues etc.) List of supported Windows OS platform Operating System Edition Service Pack Architecture Windows XP Professional Edition SP3 x86 Windows Vista Business, Enterprise, or Ultimate Edition No service pack or SP1 x86 or x64 Windows 7 Business, Enterprise, or Ultimate Edition No service pack or SP1 x86 or x64 Windows 8, 8.1, 10 Professional, Enterprise Edition x86 or x64 Windows Server 2003 Standard, Enterprise, or Datacenter Edition SP2 x86 or x64 Windows Server 2008 Standard, Enterprise, or Datacenter Edition x86 or x64 Windows Server 2008 R2 Standard, Enterprise, or Datacenter Edition No service pack or SP1 x64 Windows Server 2012 Standard, Enterprise, or Datacenter Edition x64 Windows Server 2012 R2 Standard, Enterprise, or Datacenter Edition x64 ConfigMgr client Prerequisites # Prerequisites (No need to install any dependency application separately) 1 Microsoft Background Intelligent Transfer Service (BITS) version Microsoft Windows Installer version Microsoft Windows Update Agent version Microsoft Core XML Services (MSXML) version Microsoft WMI Redistributable Components version Microsoft Remote Differential Compression (RDC) 7 Silverlight version Net 4.0 Framework Once the system joins the domain, and present in the Discoverable OU, the ConfigMgr Server first Discovers and Assigns the system under its Site as per the schedule configured in the Site Setting of the Site Server. Based on the ConfigMgr Client installation status, the client push installation is initiated from the Server end for the machines which does not have ConfigMgr clients installed.

4 Steps for manual installation of ConfigMgr Client software # Screen Shot Steps Instructions 1 Please try to access the ConfigMgr Client agent source path. \\ServerName\Client_Troubleshooting\ 2 Copy the folder and place it on local system C Drive. 3 Run the ccmsetup.exe file with Run as Administrator. The installation will run in the background and it will not display anything. 4 You can check the ccmsetup.exe process running in the task manager.

5 5 When the client installation is completed, the CCM, CCMSetup and ccmcache folder will be created inside the windows root folder. 6 The ConfigMgr client installation process can be tracked in client.msi.log and CCMSetup.log 7 To check the log file, navigate to %WinDir%\Ccmsetup\logs of the client computer and open the ccmsetup.log file. If the installation is success then you can see Installation Succeeded and exiting with return code 0 line updated in the log file. 8 After successful installation, following one icon will be created in the Control Panel of the machines (Configuration Manager).

6 9 After double clicking on the Configuration Manager icon, please check the following System properties in the General Tab. 10 Also check the Actions Tab for the following 11 Actions. Select any action from the category then click Run Now button. If any of the Actions/System Properties components is/are missing or client installation is unsuccessful, check the log file for error, and report to SCCM Team 11 From the Site Tab select Find site button.

7 12 In case SCCM client Agent installation is failure / corrupted /incomplete, Please Uninstall and reinstall the client agent. To uninstall the existing ConfigMgr client Agent, ccmclean to be installed with Run as administrator permission 13 Click OK. 14 Run the Uninstall.cmd file. To uninstall the ConfigMgr Client Agent if the client is not cleaned/uninstalled successfully. 15 Verify uninstallation is successfully completed using the below log file. c:\windows\ccmsetup\ccmsetup.log Now you can start the installation as mentioned in the step VII.

8 ConfigMgr required service after Client installation Service Name Status Startup Type Automatic Updates Start Automatic Background Intelligent Transfer Service Start Automatic / Manual Computer Browser Start Automatic Remote Procedure Cal (RPC) Start Automatic Remote Registry Start Automatic Server Start Automatic Windows Firewall / Internet Connection Sharing (ICS) Stop Disabled SMS Agent Host Start Automatic Workstation Start Automatic Windows Management Instrumentation Start Automatic Ports required for Client to Server Communication To allow Client communication to Software Update Point, the below ports need to be opened. Description TCP Hypertext Transfer Protocol (HTTP) 80 or 8530 Secure Hypertext Transfer Protocol (HTTPS) 443 or 8531 To allow Client communication to Software Migration Point, the below ports need to be opened. Description TCP Hypertext Transfer Protocol (HTTP) 80 or 8530 Secure Hypertext Transfer Protocol (HTTPS) 443 or 8531 Server Message Block (SMB) 445 To allow Client communication to PXE Service Point, the below ports need to be opened. Description TCP Dynamic Host Configuration Protocol (DHCP) 67 and 68 Trivial File Transfer Protocol (TFTP) 69 Boot Information Negotiation Layer (BINL) 4011

9 To allow Client communication to Distribution Point, the below ports need to be opened. Description TCP Hypertext Transfer Protocol (HTTP) 80 or 8530 Secure Hypertext Transfer Protocol (HTTPS) 443 or 8531 Server Message Block (SMB) 445 To allow Client communication to Branch Cache the below ports need to be opened. Description TCP Server Message Block (SMB) 445 To allow Client communication to Management Point, the below ports need to be opened. Description TCP Hypertext Transfer Protocol (HTTP) 80 Secure Hypertext Transfer Protocol (HTTPS) 443 For checking relevant ports access from the client machines, do the following # Screen Shot Steps Instructions 1 Go to Start Run and type cmd Type telnet <ConfigMgr Server Name> <Port No> 2 After pressing enter, the screen will show blank

10 4 If any port is not enabled then you will get this is connection failed. For Sites in Https Mode, all the segments belong to a particular location should have the following access with the root CA Server CM01CERT ( ) Source Address : Any Destination IP : (CA Server IP Address) Port : 135, Bidirectional access. Note: Access should be enabled in all ODC firewalls. Admin$ should be accessible from the site server. For that TCP/IP port 135 to 139 also needs to be opened. Troubleshooting 1. Duplicate entries Some of the clients might have duplicate entries in the ConfigMgr / AD Database due to multiple reasons. We need to manually remove these systems. Solution A new collections is created under each ConfigMgr Primary Site. The collection is based on a customized SQL Query which finds out duplicate entries of systems. These systems are then checked to see whether active or inactive. All inactive systems are manually deleted out of the database. The success of this process purely deepens on the success of the client discovery process. 2. Network not found Under this category, the systems will be listed in the database, whereas they will not be reachable through network discovery. Possible reasons could be movement of the machines to another location or the systems have been permanently removed from the network due to EOL of some other reason. These systems also need to be manually removed from the ConfigMgr Database. The machine might be in the VPN. How do we address this? We can move the VPN machines to different OU and Exclude it from AD System Discovery. Solution A PowerShell is used to collect ping status of all offline clients. Based on this information, a team of Engineers physically check the asset and based on their feedback, the entries are deleted from Active Directory and ConfigMgr Database or moved to an OU named Inactive Desktop and Exclude it from Active System Directory. 3. Online machines Under this category, the systems are present in the network and they respond to PING requests, but ConfigMgr Client agent is not installed. Possible reasons could be as listed below. Fatal error during installation. Source: Windows. Unable to connect to remote registry for machine name. WNetAddConnection2 failed (LOGON32_LOGON_NEW_CREDENTIALS) using admin account, e.g. LAB\SVC-ClientPush (000004cf). There is not enough space on the disk. Access issue WMI Corruption. Computer Certificate Issue Duplicate PC Name (this will be taken care in the Duplicate entries category. Is this something different?

11 Yes this is different. The issue here is from two or more machines will have same IP address.) Other scenarios which you might like to include is Computer Certificate absence/corrupted, SMS agent host service is stopped. SMS agent host service stops because of WMI error. Solution Using the PowerShell information about non-clients which are still showing as online, we will check the ConfigMgr advanced client machines logs to find the actual cause for inactive status and using NBSTAT command we will check for Duplicate PC names. CCMSetup.log [Location: - %WINDIR%\CCMSetup\logs] MP identified download of client.msi. Installation starts and completes. Any Error during Install look in client.msi.log Client.msi.Log [Location: - %WINDIR%\CCMSetup\logs] Search for return value 3 for actual error CCMExec.log: [Location: - %WINDIR%\CCM\Logs] Log file for the SMS Agent Host. After the advanced client has generated discovery, inventory, status data, etc. data, this log file shows any communications errors with the Management Point. (Example: WINHTTP ERROR may appear when a client can't talk to the Management Point) ClientLocation.log: [Location: - %WINDIR%\CCM\Logs]: This log files determines the assigned SMS site. This is the first place to look when a client isn't reporting data. A client won't do anything until it has been assigned to a primary site. It could be that auto-discovery isn't functioning successfully (AD schema not extended or SMS data not published in AD or a Server Locator Point cannot be located). LocationServices.log: [Location: - %WINDIR%\CCM\Logs] Use this log file if advanced clients are downloading policies or looking for distribution points to access package source files. This log is also used to determine if clients are finding the default Management Point. Messages that you want to look for are like: Attempting to retrieve default Management Point from AD (Attempting to retrieve default Management Point from WINS); attempting to retrieve proxy Management Point (Attempts to find a local (resident) management point when roaming). When a Management Point is found, this log file will show messages like: Retrieved default Management Point from AD; Persisted Management Point in WMI; Retrieved default Management Point from AD; and, Retrieved Management Point from WINS. It then displays the computer name of the Management Point (or its IP address if the management point is retrieved from WINS). This log file is also used to locate Distribution Points. The client sends a content location request, location services goes to Management Point to request content location from the Management Point regarding Distribution Points available to the client 4. Initiating Polices By initiate the below policies, Machine will receives the all policies from the ConfigMgr Server like Software Distribution and Software Updates, also Client find the exact Site Code based on the Network Boundary which is configured in ConfigMgr Server # Screen Shot Steps Instructions 1 You can observe seven tabs under Configuration Manager Properties, when we double click configuration Manager Icon. Under Actions Tab we must see all these if client installation is successful. Note: If Actions are not more than two, then client is not yet reported back to ConfigMgr Server and is still trying to establish the communication with the ConfigMgr server, this should not take more than 10 mins after client is installed for the first time. Check the client logs for troubleshooting.

12 2 Click Ok. 3 Note: If site code does not have <SITE CODE>, the client will not communicate to the ConfigMgr server, try to change to <SITE CODE> and click on apply button if <SITE CODE> not found. 5. DNS Resolution Check The below steps are used to find the machine is resolving the proper Domain Name System (DNS) and Domain name. # Screen Shot Steps Instructions 1 Make sure client is able to reach ConfigMgr Server and is resolving DNS. Check through nslookup command. Open command prompt, type nslookup and press Enter. It should show the proper DNS server details.

13 6. Management Point Check # Screen Shot Steps Instructions 1 Open Internet Explorer. 2 Make sure that the MP link is accessible from the client. ConfigMgr_SERVER NAME>/SMS_MP/.sms_aut?mplist This returns MP information 3 ConfigMgr_SERVER NAME>/SMS_MP/.sms_aut?mpcert This returns a long list of numbers and letters After checking all the above steps make sure that client is receiving policies & assigned with site code. 7. Remote Verification of WMI ConfigMgr Clients communicate with ConfigMgr through Windows Management Instrumentation (WMI). So, WMI needs to be working fine. # Screen Shot Steps Instructions 1 You can do it via wbemtest or wmimgmt.msc from run command.

14 2 Select WMI Control Right Click Connect to another computer. 3 Provide the name of the computer. 4 Make sure remote computer host is connected successfully. 5 Select WMI control Right Click Properties.

15 6 See the error above. The RPC server is unavailable means something wrong with the computer could be machine doesn t exist on the network of name resolution or permission issue etc. 7 If Computer is connect successfully and if you look at properties of the computer, you will see the above screen. 8. Speed up Software Advertisement by Forcing Policy Retrieval & Evaluation Cycle Open control panel, navigate to Configuration Manger icon and click on it. As the ConfigMgr window pops up switch to action tab and initiate the Machine Policy Retrieval & Evaluation Cycle by clicking on Initiate Action button. 9. Verify Client Installation Status The Client Installation status can be verified using the log file or Control Panel icons. # Screen Shot Steps Instructions 1 To check the log file, navigate to %WinDir%\Ccmsetup\logs of the client computer and open the ccmsetup.log file. If the installation is success then you can see Installation Succeeded line updated in the log file.

16 10. WMI Issue / Rebuild # Screen Shot Steps Instructions 1 Setup failed due to unexpected circumstances. The error code is You see this error code in ccmsetup.log when trying to install SMS advanced client. Client.msi log also show this error: Configuration Manager Client -- Installation operation failed. This is the result of a corrupt WMI repository on that client machine. This work around worked for me: 1. Stop the "Windows Management Instrumentation" service. 2. Rename the %WinDir%\System32\Wbem\Repository folder to RepositoryOld. 3. Restart the Windows Management Instrumentation service. 4. Verify that the %WinDir%\System32\Wbem\Repository folder has been recreated. 5. Reinstall the SMS client software. 6. Restart the Machine