Troubleshooting agent and probe install issues

If the installation of a agent or probe software is not successful, review these areas where the install may be having issues.

For further troubleshooting and solution options, go to the N-central Troubleshooting Guide and search on agent and probe installation issues.

If these options do not resolve your issues, contact N-able technical support.

Activation information issues

The installation of agents or probes may fail if you provide incorrect activation information for the customer name, customer ID or activation key. If the installation has failed, verify that the information has been entered correctly with no errors.

Click Administration > Customers and verify the name and customer ID are correct.

License limit issues

When the license limit for the number of Windows agents or probes permitted on the server has been reached, no additional Agents or Probes can be installed. To revise you license limit, contact your applicable Service Organization or N-able sales representative.

Service privilege issues

Installation of a probe may fail due to "Logon as Service" privileges not being available. To resolve this issue, grant "Logon as Service" privileges manually or use a different account to install the probe. Also consider the following:

  • Verify the account you are using has the appropriate administrative rights.
  • If available, right-click on the name of the .MSI file and select Run As... to start the installer as the domain administrator.
  • Consult with your network administrator to see if there is a Group Policy that might restrict the installation.

Server communication issues

Installing agents or probes may fail if the installer can not communicate with the central server.

If the agent or probe is configured to use the N-able N-central server's FQDN, use a PING command to verify that the server's address can be resolved properly.

If the target device can resolve the N-able N-central server's FQDN, verify that you can navigate to the N-able N-central server in a browser and sign in. Test access to both HTTP on port 80 and HTTPS on port 443.

If you can navigate to the N-able N-central server in a browser and sign in, but the agent or probe installer still cannot access the N-able N-central server, there may be problems with the proxy or with proxy settings. Review your browser's proxy settings to confirm that the information is correct.

WMI connectivity issues

Issues with communicating with the domain controller using WMI during the installation of a probe depends on the configuration of your environment.

The most common problem is that the Windows probe is not able to discover devices because the user name or password provided during the installation are not for a Domain Administrator account. Confirm that the credentials you provided are for a Domain Administrator account.

Error: The Wizard was interrupted...

If during install you receive an error: "The wizard was interrupted before Windows agent could be completely installed", can be a corrupt WMI or another issue while communicating with the local WMI.

The Windows Event log will log an error for the Microsoft Installer (MSIEXEC) and/or the Windows agent installer. If you find this information, add this information to the case for Technical Support to investigate.

Certain root-causes of this issue have been resolved in Service Pack 1 for 6.7 and again in 7.0.

  1. Ensure that %SystemRoot%\System32\Wbem is in the path in the environment variables of the system.
  2. Reboot the server to ensure that no other installations are pending or stalled.
  3. The WMI Repository may be corrupt. Check to verify access to the following:
    1. Click Start, then Run and type: wbemtest.
    2. Click the Connect button.
    3. In the Namespace enter: root\cimv2
    4. Click Connect and click the Query button.
    5. Select the WQL Query option and type: select * from Win32_PhysicalMemory
  4. If you are unable to query the WMI or the issue persists, re-sync the WMI by doing the following:
    • For Windows 2000 Servers, run the following commands at an MS-DOS prompt on the machine being monitored:
      • winmgmt /clearadap
      • winmgmt /kill
      • winmgmt /unregserver
      • winmgmt /regserver
      • winmgmt /resyncperf
      • For Windows 2003 Servers:
      • wmiadap.exe /c
      • wmiadap.exe /f
      • lodctr /R
    • For Windows 2008 Servers:
      • winmgmt /salvagerepository

Error: Could not establish remote connection. Resource: ADMIN$

This issue may occur when one or more of the following conditions are true:

  • There are network connectivity problems.
  • There are name resolution issues with, for example, Windows Internet Name Service (WINS) or Domain Name System (DNS).
  • The Remote Registry service is disabled on the client computer.
  • The Microsoft Windows Server 2003 firewall is blocking communications between the probe and the target device.
  • The Server service on the client is not started.
  • File and Printer Sharing for Microsoft Networks is not installed on the client computer.

  • Verify the "Windows Software Probe" Windows Service is running with Domain Admin credentials. If your credentials have changed, follow the section for password reset in: Probe troubleshooting

To manually verify that the ADMIN$ share is accessible:

  1. Log onto the Windows probe with the same credentials that the probe is running.
  2. Click Start > Run
  3. Type: \\<devicename>\ADMIN$ where <devicename> is the device having the issue's DNS name or IP.

You should be able to browse files within ADMIN$ share. If prompted for password to connect to ADMIN$, the user you have logged on as does not have Privileges to access ADMIN$

Error: Access denied when connecting to : 192.168.1.100, Namespace = root\cimv2, UserName =DOMAIN\administrator

This error is indicative of an issue connecting with the device's WMI repository to gather information or install an agent. Verify that the IP address of the device is correct. You could simply be connecting to the wrong IP address.

  1. Click Start > Run and type: wbemtest.
  2. Click Connect.
  3. In the Namespace enter \\IP Address of the target Device\root\cimv2.
  4. Enter the credentials your probe is using.
  5. Click Connect.

If this cannot connect, the issue is that the credentials the probe is using does not have access to the WMI namespace on the target device.

If this is the case, ensure the probe is using a domain admin account, by reinstalling the probe with its activation key and provide the new credentials during the installation. If that does not correct the issue, then the target device does not have any record of this account and it can be pushed by a group policy or can be done manually on each device using the steps below on the target device.

  1. Click Start > Run.
  2. Type DCOMCNFG and click OK.
  3. Click No for any warning screens that appear unless it is the User Access Control (UAC) prompt.
  4. Double-click Component Services, then double-click Computers.
  5. Right-click on My Computer and click Properties.
  6. Select the COM Security (Default Security) tab.
  7. In the Access Permissions section, click Edit Default.
  8. Make sure that both "Self" and "System" are listed in the dialog with Local and Remote Access.
    1. Add the probe's user account, if applicable. You will need to set their permissions to both Local and Remote Access.
    2. Click OK to return to the COM Security Tab.
  9. In the Launch Permissions section, click Edit Limits.
  10. Make sure that both "Anonymous Logon" and "Everyone" are listed in the dialog.
    1. Add the probe's user account, if applicable. You will need to set their permissions to both Local and Remote Access.
    2. Click OK to return to the COM Security Tab.
  11. Close the Component Services dialog.
  12. Click the Default Protocols tab and verify that "Connection-Oriented TCP/IP" is at the top of the list. Click on the Move Up option if it isn't or click on Add and then Choose Connection-Oriented TCP/IP if it is missing.
  13. Remove any datagram protocols (UDP/IP, IPX, etc) with the permission of the customer.
  14. Click OK to exit the My Computer Properties window.
  15. Click Start and click Run.
  16. Type WMIMGMT.MSC and press Enter.
  17. Right-Click WMI Control (Local) and select Properties.
  18. Under the Security tab, expand the Root folder and select CIMV2. Click on the Security button.
  19. Ensure that the probe's and the Administrator's credentials are listed with Full Access.
  20. Repeat for the SecurityCenter folder.
  21. Click OK and exit out of the wmimgmt.msc console.