Agents showing offline

  • 3202118
  • 11-Oct-2007
  • 30-Apr-2012

Environment

Novell ZENworks Patch Management 6.3 - ZPM6.3
Novell ZENworks Patch Management 6.4 - ZPM6.4

Situation

Most agents are showing offline in the Web Console and are not applying patches. When reviewing the application event log of a workstation that is showing offline this error is shown.

The description for Event ID ( 1 ) in Source ( PatchLink Update Agent ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. The following information is part of the event: SubAgent: Get TaskList Communications Failure. Open Request Error (1110) An error occurred opening request to
https://novell.patchlink.com/update/update/gravitixISAPI.dll.

Resolution

One or more of the agents are corrupted and need to be reinstalled.
  1. On the Patch Management server go to the IIS manager and expand Novell Zenworks Patch Management Server > Right click on update and select properties > Check the box for log visits, click apply, close then restart IIS.
  2. Go to User Management console (Local Users and Groups)> selectPLUS_AGENT> right click on properties > Uncheck Account is disabled and Account is locked out > click apply.
  3. Wait a few minutes for agents to log back in again.
  4. Go to C:\WINDOWS\system32\LogFiles\W3SVC67 and look for the newest file created.
  5. In this file you will want to search from the bottom up. Find 200 on the list. This is the last successful login. The next login will have a 401 code, this is the agent that is locking up the PLUS_AGENT user and preventing the other agents from logging in.
  6. Disable that agent from running and repeat steps 2-5 until all of the agents have logged in. This will ensure that no other agent are corrupted.
  7. Uninstall and reinstall the agent on the machine causing problems then test again.

Additional Information

This problem is usually caused by having a space before or after the serial number when the agent is installed.

Change Log

07-Aug-2009 tgordon updated formatting and added the ZPM 6.4 product line.

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