A.0 Troubleshooting

The following sections explain the issues that you might encounter on a managed device.

Delay in ZENworks agent refresh time due to an issue with ZooKeeper

Explanation: If the Zookeeper Cluster status is displayed as Down in the Diagnostics page in ZCC, then you can expect a delay of up to a minute in the ZENworks agent refresh time. The error message “The zookeeper status may be down and this could cause delay in device refresh time. Please check zookeeper status in ZCC Diagnostics page and refer troubleshooting documentation to correct zookeeper status or contact technical support.” is displayed in the loader-messages.log.
Action: As ZooKeeper is used for database related operations during a device refresh, ensure that ZooKeeper is up and running. ZooKeeper is also required for other features in ZENworks to work as expected. To view the status of ZooKeeper, in ZCC, navigate to the Diagnostics page. For more information on ZooKeeper, see Managing ZooKeeper in the ZENworks Primary Server and Satellite Reference.

However, if due to some reason you are unable to bring up ZooKeeper, then as a temporary workaround, add the entry zookeeper.interprocess.mutex in the zopaquedata table with value as false, to resume the database operation during device refresh.

After upgrading the Operating System on ZENworks Satellite Server, ZENworks agent services might not start

Source: ZENworks; ZENworks Agent.
Action: After upgrading the Operating System on Satellite Servers, perform the following steps:
  1. 1. Stop all the ZENworks Agent services.

  2. Backup contents of /var/opt/microfocus/zenworks/content-repo and /srv/tftp/

  3. Uninstall the ZENworks Agent by using the following command:

    novell-zenworks-*.rpm with rpm -qa | grep 'novell-zenworks-' | xargs rpm –e

  4. Remove or rename directories /opt/microfocus/zenworks and /etc/opt/microfocus/zenworks

  5. Install the ZENworks Agent.

  6. Check reconciliation with former object.

  7. Stop ZENworks services by running the following command:

    systemctl stop novell-zenworks-xplatzmd.service

  8. Restore content-repo and /srv/tftp/ to respective folders.

  9. Start ZENworks services by running the following command:

    systemctl start novell-zenworks-xplatzmd.service

  10. To verify the content, run zac cdp-verify-content.

  11. Remint server certificate by running the following command:

    zac rsc -u Administrator -p password

  12. Disable and enable Imaging role for the satellite server

  13. Restore the /srv/tftp/ folder from the backup.

  14. Replication contents of the tftp folder by running the following command:

    zac cdp replicate

The ZENworks Agent UI shows both English and the local language chosen for viewing

Source: ZENworks; ZENworks Agent.
Explanation: ZENworks resources are loaded according to the locale of the process that retrieves them. When using regional settings, the ZENworks Windows service might be configured to use a different language than the user is configured to use. The result is that the strings from both languages are displayed.
Action: Do one of the following:
  • Install the native language operating system

  • Change the default user language to match the language displayed by the user

Standalone install or uninstall of individual components does not work on Windows managed devices

Source: ZENworks; ZENworks Agent.
Explanation: Standalone install or uninstall of individual components do not work on the ZENworks Agent. When you enable or disable individual components, the settings might not be applied and the following message is logged:
[CompMgmt] [] [Aborting InstallAndUninstallComponents because of a pending reboot]

For example, if a bundle or policy component is disabled, you might continue seeing the bundle or policy component in effect on the ZENworks Agent.

Possible Cause: The Windows system might not be updated with the latest patches.
Action: Do the following:
  • Apply the latest patches for Windows.

  • Delete the registry key HKEY_Local_Machine/Software/Novell/ZCM/volatile.

  • Reboot the system.

For more information, see TID 7006485 in the .

Unable to start zmd in debug mode on a RHEL 4 b4-bit managed device

Source: ZENworks; ZENworks Agent.
Explanation: When you try to run zmd in the debug mode on a RHEL 4 64-bit managed device, you might encounter the following error:
Native library not loaded
Possible Cause: The GLIBC version on the managed device is not 2.4 or later.
Action: On the managed device, upgrade the GLIBC version to 2.4 or later.

Locations configured in ZENworks Control Center may not apply to RHEL 5 devices

Source: ZENworks; ZENworks Agent.
Explanation: The Network Manager may not be running as a daemon on the RHEL 5 device. So, the nm-tool command output will be empty.
Action: Do one of the following:
  • Run the Network Manager by using the NetworkManager command.

  • Run the Network Manager as a daemon by using the chkconfig command.

    For example, chkconfig --level 35 NetworkManager on command runs the Network Manager as a daemon for levels 3 and 5.

On a Windows XP device, the installation of ZENworks Agent with the Remote Management component through Remote Desktop Connection fails

Source: ZENworks; ZENworks Agent.
Explanation: If you remotely connect to a managed device through Remote Desktop Connection (RDP), then download and install the ZENworks Agent, the installation does not complete and the Remote Desktop Connection program stops working.
Action: To fix the issue, download the patch from the Microsoft Support Web site (http://support.microsoft.com/kb/952132) and install it on the managed device..

ZEN CASA not storing Groupwise credentials

Source: Zenworks; ZENworks Agent.
Explanation: If the managed device is running with ZENworks Agent and Groupwise client, in which Groupwise client is enabled with single-sign-on (CASA) and remember password options. After closing and reopening of Groupwise client, it again prompts for password.
Action: Specify the password for Groupwise client and reboot the managed device.

Security vulnerabilities in .NET framework

Source: ZENworks; ZENworks Agent.
Explanation: There are a few critical vulnerabilities in the .Net framework.
Action: On the ZENworks agent, apply the following patches that have been released by Microsoft for .Net vulnerabilities:

Agent registration failure due to network interruption

Explanation: When installing the agent on a Linux machine, if the network connection is disconnected, the agent is installed but the registration fails as the network is unreachable.
Action: After the network is enabled either restart the agent service or run the network interface scheduler job to register the agent. To verify the registration status in ZCC, navigate to Devices > Workstations and verify whether the device is listed on this page.