Troubleshooting tips

The following troubleshooting tips are for issues that most frequently occur with the console.

I can't activate the core.
If you installed a core, then changed the device time, you will not be able to activate. You must reinstall the product in order to activate the core.

When I tried to activate the core I got a failure message that the core server database could not be read.
Check to make sure the core server is physically connected to the network and has a valid internet connection. If a cable is unplugged or the core server's internet connection is not valid, the activation process can't be completed.

I don't know the URL to the console pages.
Contact the person who installed the core server, most likely the network administrator for your site. However, typically the URL for Management Suite is http://core server machine name/remote.

Who am I logged in as?
Look above the bar below the name LANDeskManagement Suite, at the Connected As section.

What machine am I logged in to?
Look above the bar below the name LANDeskManagement Suite, at the Connected To section.

I launch Management Suite and I get a "Session Timed Out" message immediately.
If you open Management Suite from the Favorites or Bookmark menu with the "/frameset.aspx" extension at the end of the URL, it will not launch correctly. To fix this, edit your Bookmarks or Favorites link to remove this extension, or paste the URL (without the extension) directly into the browser window.

I don't see some of the left navigation pane links.
This occurs because your network administrator is using the role-based administration or feature-level security option that limits you to performing certain tasks that you have the rights to do.

The scanner can't connect to the device.
If the scanner can't connect to the device, verify that the Web application directory is configured correctly. If you're using https, you must have a valid certificate. Verify that you have a valid certificate.

I get a "permission denied" error when I try to access the console.
To use feature-level security on Windows 2000 and 2003, you must disable anonymous authentication. Verify the authentication settings on the Web site and the ..\LANDesk\ldsm folder under the Web site.

  1. On the server that hosts the Web console, click Start > Administrative Tools > Internet Information Services (IIS Manager.)
  2. From the Default Web Site shortcut menu, click Properties.
  3. On the Directory Security tab, in the Anonymous access and authentication control area, click Edit. Clear the Enable anonymous access option and check Integrated Windows authentication option.
  4. Click OK to exit the dialogs.
  5. From the Default Web Site's landesk\managementsuite subfolder, click Properties. Repeat steps 3-4.

I get an invalid session when viewing the console.
It's possible the browser session has timed out. Use your browser's Refresh button to start a new session.

An ASP.NET error appears when I try to start the Web console.
If you see an ASP.NET error message when attempting to log in to the Web console, ASP and the ASP directory permissions may not be configured correctly. Reset the ASP.NET configuration by running the following command:


The number of items per page is different from the number I specified.
When you specify how many items to display per page, that setting is stored in the Web browser's cookies directory and expires when the console session times out.

The console times out too frequently.
You can change the default session timeout for the console's Web pages. The IIS default is 20 minutes of inactivity before a login expires. To change the IIS session timeout:

  1. On the Web server, click Start > Administrative Tools > Internet Information Services (IIS Manager.)
  2. Expand Default Web Site.
  3. Right-click the LDMS folder, then click Properties.
  4. Under the Virtual Directory tab, click Configuration.
  5. Click the Application Options tab, then change the session timeout to the value you want.

NOTE: Management Suite is a session-based product. Do not disable the session state.

I can't view the Remote control page in the Web console.
In order to view the Remote control page, you must enable ActiveX controls. Some browsers have ActiveX controls disabled by default. If the Remote control page does not load correctly, enable ActiveX controls on your browser by changing the security settings.

I completed the software distribution wizard, but the console did not create a package.
The console uses the IUSR and IWAM accounts on console server. These accounts are originally created based on the computer name. If you have ever changed the computer name, you must follow the steps below in order to successfully create software distribution packages.

  1. If you have .Net Framework installed, uninstall it.
  2. Uninstall IIS.
  3. Reinstall IIS.
  4. Reinstall the .Net Framework if you uninstalled it.

A scheduled software distribution job did not run.
If you schedule a software distribution job and it does not start, verify that the Intel Scheduler Service is running on the device.

Also, take into consideration that the scheduling of the job is based on the core server's time. If the job was scheduled on a console that resides in another time zone, the job will start based on the core server's time, which may be different than expected.

Report charts don't display properly.
In order to view the interactive bar and pie charts displayed in many reports, you must have the Adobe Flash Player installed. Verify that Flash is installed, then run the report again.

Web console error about not being able to authenticate to the database.
If you use an Oracle, there is an Oracle install bug that doesn't set the proper permissions for authenticated users (which IIS uses). If you see a Web console error about not being able to authenticate to the database, follow these steps to fix it.

  1. Log in to Windows as a user with administrator privileges.
  2. Launch Windows Explorer from the Start menu and navigate to the ORACLE_HOME folder. This is typically the Ora92 folder under the Oracle folder (i.e. D:\Oracle\Ora92).
  3. From the ORACLE_HOME folder's shortcut menu, click Properties.
  4. Click the Security tab.
  5. In the Name list, click Authenticated Users. On Windows XP, the Name list is called Group or user names.
  6. In the Permissions list under the Allow column, clear the Read and Execute option. On Windows XP, the Permissions list is called Permissions for Authenticated Users.
  7. Re-check the Read and Execute option under the Allow column (this is the box you just cleared).
  8. Click Advanced, and in the Permission Entries list, make sure you see the Authenticated Users listed there with Permission = Read & Execute and Apply To = This folder, subfolders and files. If this isn't the case, edit that line and make sure the Apply onto box is set to This folder, subfolders and files. This should already be set properly, but it's important that you verify this.
  9. Click the OK until you close out all of the security properties windows.
  10. Reboot your server to make sure that these changes have taken effect.

Oracle error on installation.
During installation, you may see the following message:

OraOLEDB.Oracle.1 provider is not registered on the local machine.

If this happens, it is likely to be a rights issue. You are probably connecting to the Oracle database using a 9i client, and pertains to a known Oracle issue. If you are sure you have already installed the OraOLEDB driver, then try the following:

  1. In the Windows Explorer, go to the OraHome92 directory (by default, it is C:\oracle\ora92), right-click this folder and select Properties, Security, select Authenticated Users, uncheck then re-check the Allow box for "Read & Execute" permission, then click Apply.
  2. Click the Advanced button, check the Allow inheritable permissions from parent to propagate to this object and Reset permissions on all child objects and enable propagation of inheritable permissions checkboxes. Click Apply, and choose Yes when prompted. When this process is over, you'll notice that the Allow inheritable permissions from parent to propagate to this object checkbox is checked.
  3. In the Command Prompt window, type "iisreset".
At this point, you should be able to authenticate to the database and use your console.

Why am I seeing two instances of the same device in my database?
Have you deleted a device from the core database and reinstalled it using UninstallWinClient.exe?

UninstallWinClient.exe is in the LDMain share, which is the main ManagementSuite program folder. Only administrators have access to this share. This program uninstalls LANDesk agents on any device it runs on. You can move it to any folder you want or add it to a login script. It's a Windows application that runs silently without displaying an interface. You may see two instances of the device in the database you just deleted. One of these instances would contain historical data only, while the other would contain data going forward.

Using the previous database from Management Suite 8.X on a re-installation.
If you have uninstalled a previous installation of Management Suite 8.X using the MSDE database on the same machine, the MSDE database and the instance created are not uninstalled, meaning that you can use them again if you want to reinstall Management Suite on the same machine. You can look in the registry for connection information needed to connect to this database during re-install:

Key: HKEY_LOCAL_MACHINE\SOFTWARE\LANDesk\ManagementSuite\Core\Connections\Local

The following string values correspond to what need to be filled out in the "User-supplied Database Configuration" page:

Server <hostname\ldmsdata>
User <sa>
Database <lddb>
Password (this could be encoded, depending on the value of "PWD Encrypted")

I can't get the address of the core server when I choose PXE Boot Menu
When trying to run PXE Representative Deployment on a target machine, rebooting the device, pressing F8 and choosing PXE Boot Menu, you get the message "HTGET: Cannot get address for <core server>. Error: Unable to resolve name : <core server> into an address .ParseCoreAddressInof failure

This is because the client is trying to download files from the Core Server using HTTP. The client will use WINS to resolve the Core Server name to IP address. If unable to download the files from the Core Server, HTGET errors will be returned.

To resolve this issue, please read the article

I added a S.M.A.R.T. drive on a device, but I don't see S.M.A.R.T. drive monitoring in the inventory list for that device.
Hardware monitoring is dependent on the capabilities of the hardware installed on a device, as well as on the correct configuration of the hardware. If a hard drive with S.M.A.R.T. monitoring capabilities is installed on a device but S.M.A.R.T. detection is not enabled in the device's BIOS settings, or if the device's BIOS does not support S.M.A.R.T. drives, monitoring data will not be available, and resulting alerts will not be generated.

In PXE-based OSD DOS scripts, parts after comma are truncated.
In any line of a script, all characters after a comma are truncated; therefore, any commands after the comma are not executed. To avoid this, use quotes around the whole command, like this:

REMEXEC1=%QUOTE%echo "hi,good morning"%QUOTE%

Regular quotes will not work, as they are stripped out in the .INI file reading.

When attempting to install Remote Control from the web console in a different subnet, the RC viewer cannot be installed.
If you connect to a web console that's being hosted by a core in a different domain, and right-click a computer in the My Devices list and select Remote Control, you will get an error saying that the RC viewer hasn't been installed properly.

To solve, the URL for the CAB is obtained by reading the tag named "CabUrl" from web.config. The tag CabUrl must contain the core's fully-qualified domain name instead of just the machine name. You need to open web.config and put the fully-qualified domain name in the CabUrl tag.

A USB disk device is not listed in Inventory list until inventory scan has been run.
When a disk device is connected with a USB cable to a managed device, it is not immediately listed under Hard drives in the device's inventory. It is listed under Logical drives after being connected to the device. However, it will not appear under Hard drives until an inventory scan has been run on the device.

On managed Linux devices, a USB disk device must be mounted in order to be listed in inventory. If it is mounted but an inventory scan has not been run, it will appear under Logical drives; after the inventory scan it will also be listed under Hard drives. When the device is disconnected it should be dismounted from the system. On some Linux systems running an older kernel, the device may also stay in the inventory list even after it has been disconnected and dismounted. In this case the managed device needs to be rebooted before the device will be removed from the inventory list.

When I view the Web console help index, it's blank.
The Web console's HTML online help has a full-text search feature that relies on the Windows Indexing Service. Normally, this is enabled by default. If you need to enable indexing on your Web server, do the following:

  1. Click Start > Programs > Administrative Tools > Services.
  2. Double-click Indexing Service and click Start.
  3. Click OK to exit out of the dialogs.

You may have to wait a while (up to several hours) for the indexing service to index your server.

Same IP address appears twice in the All Devices list
For Linux devices on a different segment than the core, you may get a multiple entries using the same IP address in the My devices list for the device. For nodes on the same network segment as the core, the discovery gets a node’s MAC address from the Ethernet from the ICMP packet. For nodes not on the same network segment as the core, the discovery gets the MAC address from an NETBIOS query. Since Linux nodes do not respond to a NETBIOS query, a MAC address cannot be obtained from a standard network scan discovery for Linux nodes on a different network segment than the core. When a client is deployed to a node, the MAC address in the scan file is used to find the inventory record to update (after trying the deviceID). Records that have no MAC address and no DeviceID cannot be found, so a new record is created. You can delete the duplicate entry in the Discovered devices list.