iTivity™ Deployment Guide

5. Troubleshooting

Previous Chapter Table of Contents  

5.1 Using the iServer Log Files
5.2 Common Issues for Large Deployments

This chapter provides iTivity troubleshooting information, including general recommendations and a listing of solutions for typical issues.

5.1 Using the iServer Log Files

iServer Error Log

The iServer error log can be helpful in solving many issues, such as failed authentication of a user who is thought to have the proper permissions.

The log file shows the time and date of each entry, the program or process that added the entry, an iTivity error number and description of the error. In many cases, the operating system error number is also reported.

For authentication issues, the user id supplied is also listed. You can easily search the log file using the user id of the person that is having trouble authenticating with the iServer.

The location of the error log file depends on the iServer operating system.

On Windows 2003 Server, it is under the service or SYSTEM context:

Documents and Settings\LocalService\
itivity_data\itivity.log

On Linux, it is under the installation directory:

/usr/lib/iTivity/iServer/itivity_data/itivity.log

iServer Activity/Audit Log

The iServer activity log can also be very useful for troubleshooting. This file contains one line for each event or activity. The lines are comma delimited fields containing information about the event, which iManager and user caused the event, which Agent was involved, and so forth.

File Location

The iServer activity log is located under the installation directory.

On Windows 2003 Server, the typical location is:

Program Files\iTivity\itivity_data\activity.log

On Linux, the typical location is:

/usr/lib/iTivity/iServer/itivity_data/activity.log

Event IDs

Each line in the file begins with the numeric event id for the event. This field simplifies filtering of the raw activity log data for specific event types.

The event IDs and their meanings are presented in the following table.

ID

Description

101

Connection from iManager or Agent system

102

Disconnection from iManager or Agent system

201

User logon (authentication) at Agent successful

202

User logon (authentication) at Agent failed

203

User logoff (disconnect) from Agent

311

iManager/remote user successful logon to iServer

312

iManager/remote user failed logon to iServer

313

iManager/remote user disconnect from iServer

314

iManger user sent command to Agent

315

iManger user desktop sharing view of Agent

321

Agent registered and available on iServer

322

Agent released from iServer (unavailable)

329

Agent disconnected from iServer

341

iManager user added record to Secure Dial

342

iManager user changed record in Secure Dial

343

iManager user deleted record in Secure Dial

344

iManager user dialed Secure Dial agent

345

Secure Dial agent verify of iServer OK

346

Secure Dial agent verify of iServer BAD

347

Hangup line or connection to Secure Dial agent

348

Line noise on Secure Dial connection

401

View only VNC service opened from iManager to Agent

402

View only VNC service closed from iManager to Agent

403

Interactive desktop VNC service opened from iManager to Agent

404

Interactive desktop VNC service closed from iManager to Agent

405

TELNET service opened from iManager to Agent

406

TELNET service closed from iManager to Agent

407

FTP service opened from iManager to Agent

408

FTP service closed from iManager to Agent

409

Proxy service opened from iManager to Agent

410

Proxy service closed from iManager to Agent

411

Chat service opened from iManager to Agent

412

Chat service closed from iManager to Agent

413

Terminal remote control opened from iManager to Agent

414

Terminal remote control closed from iManager to Agent

415

TTY listing opened from iManager to Agent

416

TTY listing closed from iManager to Agent

417

RDP connection opened from iManager to Agent

418

RDP connection closed from iManager to Agent

419

Desktop share connection opened from iManager to Agent

420

Desktop share connection closed from iManager to Agent

 

5.2 Common Issues for Large Deployments

This section lists some problems typically encountered in large iTivity deployments and the common solutions.

Invalid Username or Password Connecting to the iServer

Symptom

An iManager user is unable to connect to an iServer and receives the message that their user name or password is invalid.

Solution

·         Verify that the iManager user is entering the correct user name and password. Verify the spellings and verify that CAPS LOCK is turned off.

·         If authenticating against an Active Directory domain, verify that the iManager user is entering the name of the Active Directory domain before the user name.

Example: ACMENET\user name

Unauthorized User Connecting to the iServer

Symptom

An iManager user is unable to connect to an iServer and receives the message they are not authorized.


Solution

1.       Verify username/password is a member of one of the groups listed below:

On Windows

iServerAdminUsers

On Windows with iTivity Support Domains

iServerStaff, iServerAdmins

On Linux

isrvauth

 

2.       For Active Directory installations, verify that the iManager user is specifying the domain name in front of his or her user name.
Example: ACMENET\user name

3.       If iTivity Support Domains are in use, verify that the user name in question is a member of the support domain specified. Verify that the iManager user is specifying the correct support domain when authenticating to the iServer.

4.       If Active Directory domain security groups are in use, insure that all of the groups have Domain Local scope (not System Local).

 

Slow Access Viewing iTivity Agents

Symptom

The iManager exhibits very slow performance when viewing Agent computers.

Discussion

By far the most common cause of slow access to iTivity Agents is a slow network or Internet connection at the Agent system. This can often be difficult to diagnose directly, but becomes obvious when all of the Agent systems at the same site have slow access.

If other Agent systems at different sites are not exhibiting slow access, then it is likely the network or Internet connection at the Agent is the source of the problem.

Other Possible Solutions

1.       Check the CPU load on the Agent system. Interactive access can be slowed when the CPU time surpasses 75% utilization on Linux or UNIX and 50% on Windows. The Windows Task Manager reports some kernel activities as idle time.

2.       Check the CPU load on the iServer system. Interactive access can be slowed when the CPU time surpasses 75% utilization on Linux or UNIX and 50% on Windows systems. The Windows Task Manager reports some kernel activities as idle time.

Agent Does Not Connect or Reconnect to the iServer

Symptoms

The Live Support Agent or Admin Agent software is unable to establish a connection with the iServer

Solution

The resolution of this issues depends on the Agent type and may result from several factors.

Step 1: Verify the Correct Services and Processes are Running on the Agent.

Verify that the following services and processes are set and running as shown for each agent.


For the Windows Admin Agent

Service

Status

Startup type

iTivity Admin Connector Direct

Started

Automatic

iTivity Admin Connector to IAS

Started

Automatic

iTivity Admin Controller

Started

Automatic

Tridia Screen Server

Started

Automatic

Tridia FTP Server

 

Manual

 

Processes

Status

connnector_rc.exe (2 instances)

Running

processor_rc.exe (1 instance)

Running

rfbd.exe (1 instance)

Running

 

For the Windows Live Support Agent

Service

Status

Startup type

iTivity Live Support Connector Direct

Started

Manual

iTivity Live Support Connector to IAS

Started

Manual

iTivity Live Support Controller

Started

Manual

Tridia Screen Server

Started

Manual

Tridia FTP Server

 

Manual

 

Processes

Status

Ftpd.exe (1 instance)

Running

Connector_od.exe (2 instances)

Running

Processor_od.exe (1 instance)

Running

Rfbd.exe (1 instance)

Running

 

Step 2: Verify that the Agent Can Reach the iServer Over the Network.

For Windows Agents

Open a Command Prompt window and enter use the telnet commands to test the outbound connection to the iServer (port 23800 or 443). You can enter either the name or IP address of the iServer, as in these examples:

telnet iserver.us.acme.com 23800

telnet iserver.us.acme.com 443

telnet 192.168.1.33 23800

telnet 192.168.1.33 443

If a black/blank screen is returned, the Agent can reach the iServer. If a connection refused message is returned, the Agent cannot reach the iServer. Investigate firewall settings on the Agent computer, network firewall, etc.

For the Unix/Linux Admin Agent

Confirm the transport port, which has default setting of 21800, is available.

·         Stop the admin agent process

cd /usr/lib/iTivity/AdminAgent/stop_admin_agent

·         Run the netstat command: netstat –an | grep 21800

If output returns anything other than the command prompt (#) something else on the server is using that port.

·         If possible, configure the other software to use a different port.

·         Or, edit the settings in the AdminAgent.conf file as follows:

cd /etc/iTivity

vi AdminAgent.conf

·         Change the transportPort and proxySVCport settings to another port number.

·         Start the Admin Agent and attempt to connect.

/start_admin_agent

If the above does not solve the problem:

If your Agent systems connect to the iServer using the iServer DNS name, confirm that the Linux/UNIX Server has DNS set properly:

As root: cd /etc

vi resolv.conf

Add in the appropriate DNS servers. (to be obtained from your Internet Service Provider).

Unable to Perform One-Click Install on Windows Computers

Symptoms

End users on Windows computers are unable to successfully perform one-click install of the Admin Agent or Live Support Agent.

Resolution

This may be caused by a number of factors. Check all of the following solutions.

On the End-User Windows Computer

Anti-virus software. Disable any anti-virus software running on the Agent computer before deploying a one-click install.

Software firewall. Make sure any firewall software is disabled. Examples include: Windows Firewall, Norton Internet Security, Zone Alarm, McAfee Internet Security.

Hardware firewall. Review the settings on the hardware firewall. iTivity Agents need outbound connection on port 23800 or 443. The iManager uses port 25800.

Internet access. Verify access to the server that stores the one-click HTML files.

Routable IP address. Verify that the Windows network setup uses routable IP addresses.

TCP/IP Protocol. Make sure TCP/IP is enabled.

Popup Blockers. Make sure all popup blockers are disabled.

Active X. Make sure Active X is enabled in Internet Explorer.

User Permissions: Make sure the user has permission to install software and to review and disable the above mentioned items.

On the Web Server

If you are using a Windows 2003 server as the web server for serving the one-click install pages, make sure the following MIME types are present:

.cab application/octet-stream
.bin application/octet-stream
.bmp image/bmp
.exe application/octet-stream
.ibt application/octet-stream
.ini application/text-plain
.skin application/octet-stream
.zip application/x-zip-compressed
.jar application/java-archive
.hdr application/octet-stream
.inx application/octet-stream
.boot application/octet-stream
.0 application/octet-stream

Previous Chapter Table of Contents  

Copyright © 2004 - 2016, Tridia Corporation
Copyright and License Information

webmaster@tridia.com
sales@tridia.com
Technical Support