A.4 Troubleshooting Strategies

The following sections provide suggestions and troubleshooting tips to problems you might encounter when using ZENworks 7 Handheld Management:

Why doesn’t my handheld device display in ConsoleOne or in the ZENworks Handheld Management Inventory Viewer?

Action: Before handheld device objects are displayed in ConsoleOne, you need to set up the Handheld Import policy. For more information, see Section 1.0, Setting Up Handheld Import.
Possible Cause: You did not associate the Handheld Import policy correctly.
Action: The Handheld Import policy you configured and enabled is not in effect until you associate its policy package with a ZENworks Handheld Management service object or a container object that contains the ZENworks Handheld Management service objects. For more information, see Section 1.3, Associating the Handheld Service Package.
Possible Cause: You enabled and associated the Handheld Import policy after the handheld devices connected to the ZENworks Handheld Management Access Point.
Action: Resynchronize or connect the devices to import them into ZENworks Handheld Management.
Action: If you are using the sync client, the handheld device needs to synchronize (possibly three times) after the ZENworks Handheld Management Desktop Synchronization Integration is installed on the computer it synchronizes with.

Why are policies that I have configured and enabled not being enforced on individual handheld devices?

Action: Policies can be scheduled to run at a certain time. During creation, all policy packages are given a default run schedule (EventHandheldSync, by default). This means that all applicable policies in this package are enforced every time a handheld device connect/synchronizes.

If you enable a policy but fail to schedule it, it runs according to the schedule currently defined in the Default Package Schedule.

You can change the default schedule for an entire policy package or for individual policies. For more information, see Scheduling Packages and Policies.

NOTE:Be aware that changing the policy package’s schedule or an individual policy’s schedule to run too frequently affects performance, depending on your environment. The default schedule should be adequate for most situations.

If you have configured and enabled policies, but they have not been enforced on individual handheld devices, consider the following:

  1. When you configure and enable policies, ConsoleOne records the new information in the directory.

  2. The ZENworks Handheld Management Server scans for new information hourly, by default. You must wait for up to one hour to ensure that the Handheld Management Server has received the policy changes, depending on when the last scan was performed. Or, you can force an immediate directory scan to ensure that the Handheld Management Server receives the new policy changes by right-clicking the ZENworks Handheld Management Service object, clicking Actions, then clicking Scan Now.

  3. For Palm OS and Windows CE devices, the default Policy Package Schedule is EventHandheldSync (whenever the handheld device connects/synchronizes); for BlackBerry devices, the default Policy Package Schedule is once per day. If you have changed the default Policy Package Schedule, it might take longer to enforce the policy changes on the associated handheld devices. In addition, if the handheld devices were unable to connect to the ZENworks Handheld Management system (because of connectivity problems, for example), you might need to reconnect/resynchronize the devices.

Possible Cause: The ZENworks Handheld Management proxy service has not yet connected to the ZENworks Handheld Management server.
Action: You can force an immediate connection to the ZENworks Handheld Management server using the ZENworks Handheld Management Proxy Console on the proxy service machine (the Windows machine that the handheld device synchronizes with).

To force an immediate connection to the ZENworks Handheld Management server: from the ZENworks Handheld Management Access Point service installation directory (program files\novell\zfhap by default), run console.exe, click Operations, then click Connect to Server.

Why are handheld applications not being installed on individual handheld devices?

Possible Cause: The Handheld Application object is not configured properly.
Action: Configure the Handheld Application object properly. For more information, see Configuring a Handheld Application Object.
Possible Cause: The application has already been installed on the handheld device. ZENworks Handheld Management does not re-install an application that is already installed on the device.
Action: You can force an application to be installed, even if it has already been installed on the device, by using the Resend button on the Application Status page of the application object. You cannot force ZENworks Handheld Management to resend an application by deleting the application from the handheld device; you must use the Resend button.
Possible Cause: The storage device is not available for a Palm OS device. When you configure the Handheld Application object, you can specify that the files be installed on a storage card on a Palm OS device. If you selected the Install Files on Storage Card option in Step 11, ZENworks Handheld Management installs the files only to a storage card. If the storage card is not available, the installation fails; ZENworks Handheld Management does not install the files in the Palm OS device’s main memory.

Why don’t I see ZENworks Handheld Management inventory information for my registered handheld devices?

Action: If you are using the ZENworks Handheld Management sync client, for most synchronization packages, inventory is collected by ZENworks Handheld Management every time the device synchronizes. The ZENworks Handheld Management client on the handheld device must be run manually before synchronizing for ZENworks Handheld Management to get the latest inventory information.

If the handheld device is new to the ZENworks Handheld Management system, you might need to synchronize the device three times. The first time the device synchronizes with the proxy service computer, the handheld client is installed. The second time, the handheld device registers with the ZENworks Handheld Management server. The third time, inventory information is sent to the proxy service for forwarding to the ZENworks Handheld Management server.

How does ZENworks Handheld Management manage handheld devices that synchronize at multiple computers?

Action: ZENworks Handheld Management allows handheld devices to synchronize at multiple computers. If you are using the ZENworks Handheld Management sync client and you want to be sure software is distributed and inventory collected whenever a device synchronizes, you should install the ZENworks Handheld Management Access Point on every computer where a handheld device synchronizes. For more information, see Installing the ZENworks Handheld Management Access Point on Additional Computers in Installing ZENworks Handheld Management Server Components in the Novell ZENworks 7 Handheld Management Installation Guide.

My backup program reports that the ZENworks Handheld Management database files cannot be backed up because they are open. Is there a way to shut them down for the backup?

Action: The ZENworks Handheld Management server keeps the ZENworks Handheld Management database files open so that they can record any result information they receive. You can shut down the ZENworks Handheld Management server and messenger services before the backup and restart them after the backup.

If your backup program supports pre- and post-backup commands, you can have the backup program perform the work of stopping and starting the services. Otherwise, you need manually start and stop the services and back up the information.

Before stopping the services, close the ZENworks Handheld Management console and ensure that no remote administrators are accessing the installation.

To stop the services from the command line, enter:

net stop “ZENworks Handheld Management Server”

To restart the services from the command line, enter:

net start “ZENworks Handheld Management Server”

The ZENworks Handheld Management Client is not Pushed to the Palm Device

Action: Ensure that ZENworks 7 Handheld Management Access Point or Desktop Synchronization Integration Software is installed.
Possible Cause: The Palm device has been synchronized to Palm HotSync only after the installation of ZENworks 7 Handheld Management Access Point or Desktop Synchronization Integration Software.
Action: Do the following:

  1. Run console.exe from Access Point or Desktop Synchronization Integration Software installation directory. By default, ZENworks Handheld Management Access Point is installed in c:\program files\novell\zfhap, and Desktop Synchronization Integration Software is installed in c:\program files\novell\zfhds.

    The ZENworks Handheld Management dialog box is displayed.

  2. Click Operations, then click Scan for Palm OS Handhelds.

    The following confirmation message is displayed:

    Count of the Palm handhelds new Palm OS handhelds have been identified.

  3. Synchronize the device again.

Unable to Remotely Control or Remotely View a Windows CE Device

Possible Cause: The Remote Management policy has not been configured for the Windows CE device you want to remotely control or remotely view.
Action: Configure the Remote Management policy. For detail information on how to configure the policy, see Section 6.1, Configuring WinCE Remote Management Policy
Possible Cause: The Windows CE device you want remotely control or remotely view does not have a network IP address.
Action: Ensure that the Windows CE device you want remotely control or remotely view has a network IP address.
Possible Cause: The Windows CE device that you want to remotely control or remotely view is already being remotely managed.
Action: Do the following:

  1. Terminate the existing Remote Control or Remote View session.

  2. Start the Remote Control or the Remote View session.

Even though the WinCE Configuration Access Point Policy, WinCE Remote Management Policy, or WinCE Configuration Policy for Uninstalling Applications is not Enforced on the Windows CE Device, the Policy Status is Reported as Enforced

Possible Cause: The handheld client has ZENworks 6.5 Handheld Management installed, and the Handheld Management server has ZENworks 7 Handheld Management installed.
Action: Upgrade the handheld client to ZENworks 7 Handheld Management.

For more information on to how upgrade the client, see Upgrading the Windows CE or Palm OS IP Clients in the Novell ZENworks 7 Handheld Management Installation Guide.

How to Change the User Account in Novell eDirectory After Installing ZENworks 7 Handheld Management Server?

Action: Do the following:

  1. Run cfgsrvr.exe from the ZENworks_Handheld_Management_Server_installation_directory\program files\novell\zfh

  2. In the Directory User Information page, enter the new user account name and password.

  3. Complete the wizard.

A Handheld device’s software inventory information in ConsoleOne is not updated.

Possible Cause: By default, a device’s software inventory is collected every 24 hours. If the device is not cradled for more than 24 hours, software inventory cannot be collected. As a result, the software inventory that displays in ConsoleOne is not updated and is out of date. When the device is reconnected to the cradle, the information in ConsoleOne is updated. The frequency that software inventory is collected cannot be changed from the 24-hour default.

Even though the device is connected all the time, the last connected time in ConsoleOne is not updated.

Possible Cause: By default, a device makes a connection to the ZENworks Handheld Management server every hour. Some PPC devices in idle mode do not make the connection.
Action: Use the WinCE Configuration Policy to change the power settings on the device so it doesn’t go into idle mode. While configuring the WinCE policy, select Disabled for the On battery power and On external power settings on the Power tab of the WinCE Configuration Policy. For more information on WinCE Configuration Policy, see Section 2.4.10, WinCE Configuration Policy.

Communication through SSL configuration does not work in a ZENworks Handheld Management setup comprising of the server, Access Points and, the handheld device

Possible Cause: During the configuration of the SSL communication between the ZENworks Handheld Management server and the ZENworks Handheld Management Access Point, the machine name specified in the Common name option does not match the name specified during the installation of the ZENworks Handheld Management Server.
Action: In the Common name option, specify the name of the machine as specified during the installation of the ZENworks Handheld Management Server.
Possible Cause: During the configuration of the SSL communication between the ZENworks Handheld Management server and the ZENworks Handheld Management Access Point, the DNS name of the machine specified in the Common name option is not resolvable by the network.
Action: Perform the following steps:

  1. Modify the name of the machine to specify the DNS name that is resolvable by the network:

    1. Stop the ZENworks Handheld Management Services running on the system.

    2. Run CfgSrvr.exe from ZENWorks Handheld Management installation folder to launch the ZENworks Handheld Management wizard.

    3. Read the information on the initial screen, then click Next.

    4. On the Database Type page, select Microsoft SQL Server and specify the new name in the Machine name option.

    5. (Conditional) If you choose to use the internal database, select Internal ODBC-compatible database.

    6. Follow the on-screen prompts in the wizard.

  2. Specify the modified DNS name in the Common name option.

For information on SSL Configuration, see Section B.0, Configuring SSL and HTTP Settings.