E.0 Troubleshooting

The following sections explains the scenarios that you might encounter while using the Bundles component of OpenText Endpoint Management.

Uninstallation of MSIX bundle fails when using Quick Tasks

Explanation: When you try to uninstall an MSIX bundle on a device using Quick Tasks > Uninstall Bundle, the uninstallation of the MSIX bundle fails.
Possible Cause: The Quick Tasks action initiated from server runs for targeted device in device session, whereas the MSIX installation and uninstallation are user specific actions and cannot be run for device. Because of this reason, the uninstall of MSIX bundle fails when run by Quick Tasks.
Action: None.

Bundle icons not displayed at their original positions after System restart

Explanation: When you change the position of bundle icons (bundle desktop shortcuts) on the desktop of any Windows device, and restart the device, then the icons on the desktop are displayed at a different position every time the device is restarted.
Possible Cause: Endpoint Management has a logic to delete all the bundle icons on the desktop during log-off and recreate bundle icons after log-in, which exposes an error in the Explorer shell implementation. The position of these icons is managed by the APP_SETTING_ENABLE_AUTO_CLEANUP registry key in Endpoint Management.

The deletion and creation of desktop icons when performed by Endpoint Agent, the Windows Explorer shell cannot handle this. This is a known behavior of Microsoft Windows Explorer.

Action: The deletion and creation of desktop icons should be handled by Windows Explorer shell. To do so, set the APP_SETTING_ENABLE_AUTO_CLEANUP registry key value to false. This registry key is available at the path: HKEY_LOCAL_MACHINE\SOFTWARE\OpenText.

Installation of MSIx bundle using Quick Tasks fails

Explanation: When you try to install an MSIX bundle on a device using Quick Tasks > Install Bundle, the installation of the MSIx bundle fails.
Possible Cause: This issue occurs because the MSIx action runs in the ‘user’ space, while the quick task runs in the ‘system’ space.
Action: None

While launching applications, the window prompting for user input might not be displayed

Source: Endpoint Management; Software Distribution.
Explanation: If you use bundles to launch applications that require user input, the window prompting for the input might be hidden behind the application. This problem might occur if the applications are launched for the first time for each user login.
Action: If you want to immediately view the window, minimize the application. To fix the problem, restart the system.

The Undo Install Actions fails to uninstall a directory

Source: Endpoint Management; Software Distribution.
Explanation: When you create an Install Directory File bundle, the directory is installed even if its name contains spaces; however, it cannot currently be uninstalled by using the Undo Install Actions action.
Action: Avoid spaces in directory names if you want to enable the uninstallation of that directory.

Repairing an MSI that is installed on a device might reboot the device even if the norestart parameter is specified

Source: Endpoint Management; Software Distribution.
Explanation: If you run the Install MSI action to repair an MSI that has already been installed on a device, the device might reboot. This is because /f option that repairs a product can reboot the device. For more information, see Microsoft Support Site.
Action: Perform the following steps to repair a package without a reboot:

  1. In Endpoint Management Console, click the MSI Application Bundle you want to repair.

  2. Click Actions > Install.

  3. Click the Install MSI action to display the Edit Action - Install MSI dialog box.

  4. In the Repair Parameters option, Click to display the Repair Parameters dialog box.

  5. In the Command Line Parameters option, specify /i instead of /f, then click OK.

  6. In the MSI Properties panel, add the following properties:

    • Name = REINSTALLMODE ; Value = omus

    • Name = REBOOT ; Value = ReallySupress

  7. Click OK.

Unable to import an exported registry file into the Windows registry

Source: Endpoint Management; Software Distribution.
Explanation: On platforms that use non-Western European languages, a registry file exported by using the Endpoint Management Registry Edit action might contain values that prevent the registry file from being imported into the Windows registry.
Action: To export the registry file:

  1. In Endpoint Management Console, click a bundle.

  2. Click Actions > Registry Edit.

  3. Click Export to export the registry file.

To import the registry file into the Windows registry:

  1. Edit the exported registry file to remove values such as ffffffffffffffb0 from the file.

  2. Import the file into the Windows registry.

  3. Use the Windows Regedit utility to reenter the values that you removed in Step 1.

    For more information on reentering the values, refer to the Registry Edit Action page of Endpoint Management Console.

When you select either the Sandbox or an old version of a bundle or policy, the status is not displayed in the summary page of the bundle or policy

Source: Endpoint Management; Software Distribution
Explanation: After assigning a bundle that has the sandbox and the published versions to a device, if you select either an old version or a sandbox version of the bundle, the Bundle Status information is not displayed in the summary page of the bundle or policy.
Action: There is no workaround.