28.0 Troubleshooting the Adaptive Agent

The following section provides solutions to the problems you might encounter while working with the ZENworks Adaptive Agent:

Satellite menu is not displayed in the left navigation pane of the ZENworks Adaptive Agent page

Source: ZENworks 11; ZENworks Adaptive Agent.
Explanation: When you promote a device to Satellite through ZENworks Control Center, the configured Satellite role is added to the device. However, when you double-click the icon, the Satellite menu is not displayed in the left navigation pane of the ZENworks Adaptive Agent page.
Action: Refresh the managed device (In the notification area of the device, right-click the icon, then click Refresh).

Unable to use rights-based authentication to remotely manage a device

Source: ZENworks 11; ZENworks Adaptive Agent.
Explanation: When you use rights-based authentication to remotely manage a device, the following error is logged on the device: 
Rights Authentication failed. An internal error occurred while communicating to ZENworks Management Daemon. Contact Novell Technical Services.
Possible Cause: ZENworks Adaptive Agent is not installed on the device. Only Remote Management service is installed on the device.
Action: Install ZENworks Adaptive Agent on the device. For more information on installing the ZENworks Adaptive Agent, see in ZENworks 11 SP2 Administration Quick Start.

Unable to launch a terminal session with a Citrix Server that has ZENworks Adaptive Agent installed

Source: ZENworks 11; ZENworks Adaptive Agent.
Explanation: After deploying the ZENworks Adaptive Agent on a Citrix server, you might encounter any of the following ICA login session issues:

  • The ICA login session that is launched from Citrix agent terminates after some time.

  • The ICA login session displays the following exception:

    winlogon.exe ..Application Error

    If you try to close the exception window, the session hangs displaying the following message:

    Running login scripts
Action: Before launching a terminal session with the Citrix server, do any of the following on the server:

  • Rename NWGina.dll.

    1. In the c:\windows\system32 directory, rename NWGina.dll.

    2. In the Registry Editor, go to HKLM\Software\Microsoft\WindowsNT\CurrentVersion\Winlogon, and change the value of the CtxGinaDLL key to the new name for NWGina.dll.

    3. Reboot the server.

  • Install Novell Client.

NOTE:This needs to be done only once.

The ZENworks Adaptive Agent Policies page does not display the correct status for the DLU policy

Source: ZENworks 11; ZENworks Adaptive Agent.
Explanation: If the User Management Agent Feature is disabled or uninstalled in ZENworks Control Center (Agent Features panel on the ZENworks Agent page), the status for the DLU policy on the ZENworks Adaptive Agent Policies page is displayed as Success, even though the policy is not effective on the device
Action: None.

The partial or the general refresh of a terminal server might cause high usage of system resources and take considerable time to refresh the server

Source: ZENworks 11; ZENworks Adaptive Agent.
Explanation: During a partial or general refresh of a terminal server, the ZENworks agent on the server simultaneously refreshes the sessions of all the users logged into the terminal server. If too many users are logged in to the terminal server, the ZENworks agent might take substantial time to refresh the terminal server and the usage of the system resources on the server might also be high.
Action: Perform the following steps to refresh the user sessions in batches:

  1. Open the Registry Editor.

  2. Go to HKLM\Software\Novell\ZCM\.

  3. To enable batch refreshes, create a string called EnableBatchRefresh and set the value to 1.

    By default, there are 5 sessions in a batch.

  4. (Optional) To change the number of user sessions in a batch, create a string called maxUserRefreshThreads and set the desired value.

The general refresh of a managed device might take considerable time if the device is unable to contact the Primary Server

Source: ZENworks 11 Configuration Management; ZENworks Adaptive Agent.
Explanation: During a general refresh, the adaptive agent on a managed device attempts to contact the primary server twice by default. Consequently, the general refresh of the device might take considerable time if the device is unable to contact the Primary Server.
Action: To prevent the device from retrying to connect to a primary server and subsequently reduce the time taken by the device to refresh:

  1. Open the Registry Editor.

  2. Go to HKLM\Software\Novell\ZCM\.

  3. Create a string called PingRetryCount and set its value to 0.

Agents may fail to connect to the Servers on slow links

Source: ZENworks 11; ZENworks Adaptive Agent
Explanation: On slow links, agents may fail to connect to the servers. This can be observed by the connection timeout errors in the agent log file. To address this, the connection-timeout and socket-timeout settings must be increased to a suitable value above the default value of 100000. This value is in milliseconds.
Action: To change the default values for connection-timeout and socket-timeout on a Linux or a Macintosh managed device:.

  1. Open /etc/opt/novell/zenworks/conf/xplatzmd.properties in a text editor.

  2. Add the connection-timeout parameter as connection-timeout=200000 and socket-timeout parameter as socket-timeout=200000.

By default, the general refresh on a Windows device refreshes both the device and user sessions.

Source: ZENworks 11; ZENworks Adaptive Agent.
Explanation: The general refresh on a Windows device from the ZENworks icon or the zac command utility refreshes both the device and user sessions. You can disable the general refresh for the device session by setting the value of the ManualDeviceRefresh registry key to Disabled.
Action: To disable the general refresh for the device session, perform the following steps:

  1. Open the Registry Editor.

  2. Go to HKLM\Software\Novell\ZCM\.

  3. Set the ManualDeviceRefresh registry key value to Disabled.

If you perform a Remote Desktop access to a Windows 2008 device and keep the console idle, the Remote Desktop connection gets disconnected after 20 seconds.

Source: ZENworks 11; ZENworks Adaptive Agent.
Explanation: When you perform a Remote Desktop access to a Windows 2008 device by using the mstsc command and keep the console idle, the Remote Desktop connection gets disconnected after 20 seconds.
Action: After connecting to a Remote Desktop, keep the console active until the desktop screen appears.

The zislnx functionality does not work when the agent is installed through YUM on RHEL6.1 devices and the agent does not read or write the Device GUID and Device Data from or to the Image-safe data on the device.

Source: ZENworks 11; ZENworks Adaptive Agent.
Actions: Manually download the Adaptive Agent deployment package from the server and install the Agent. For more information on installing an Agent, see Deploying the ZENworks Adaptive Agent in the ZENworks 11 Discovery, Deployment, and Retirement Reference.

Unable to restart a Windows 7 device when using the Reboot quicktask in the ZENworks Control Center.

Source: ZENworks 11; ZENworks Adaptive Agent.
Action: Manually restart the Windows 7 device for the Reboot quicktask to work.

Some garbage characters are displayed on the Mac console, while uninstalling agent from a Mac device.

Source: ZENworks 11; ZENworks Adaptive Agent.
Explanation: While uninstalling the ZENworks Adaptive Agent from a Mac device, some garbage characters are displayed on the Mac console. This is observed in some localized languages such as Chinese.
Action: Uninstallation is done by a root user. Hence, the root user’s locale needs to be set. The terminal settings, which include the user locale settings needs to be done along with the Operating System settings to support localization.