I recently posted some options open to users of the Track-It! Inventory when they want to audit many computers in the environment, rather than doing it on each machine individually. I was keen to follow that up and think about what can we do to troubleshoot. Here’s some bits and pieces I've picked up working with Track-It! users in the UK…
A manual audit
To ensure a machine can be audited at the most basic level
Preferably physically on the PC that needs to be audited, or via a Remote connection
Take a copy of this file from the Track-It! server;
:\Program Files\BMC Software\Track-It!\Track-It! Server\audit.exe
Create a folder named “audit” somewhere on the PC you intend to audit. Save the audit.exe file there.
Run the audit.exe from this location. Because the file that contains all of your settings set in the Administration Console’s audit settings is not present (auditcfg.ini), you will be presented with an audit dialogue which you click through.
Once this is complete, your “audit” folder will contain a subfolder named “data”. Copy the contents of this folder to;
:\Program Files\BMC Software\Track-It!\Track-It! Server\data
… then run Merge Audit Data from within the Inventory Module of the Technician Client
So hopefully we have established that if we have removed all of the automated, environment influenced aspects of auditing, an audit can take place.
The Auditing configuration
To see if any information has been logged against recent historical attempts to audit
The Technician Client, logged in as an Administrator in Tools > Administration Console > Configuration > Inventory > Auditing
Click on Queue, then the Queue History tab. If you have a reasonably recent entry where the Status is Audit Failed, click it and then click the button labelled “View Extended Information”. Here’s an example where there was a problem with the Setup Credentials;
Go to Setup Credentials and click Test Login. Nb, this will only test these credentials on the PC you are working on, which might be fine. With errors like the one above, it’s probably just a matter of resetting a password in AD and entering the new password into Setup Credentials.
We might need to do further testing to ensure this admin user is the appropriate for the task at hand.
So what now?
An in depth test of the user set in Setup Credentials
To ensure it has the correct level of access to the machines you are trying to audit
The Track-It Server
Log in to the Track-It! server using the account saved in Setup Credentials.
If the machine has been discovered but not audited before, can you connect remotely to the admin share and create a file? Click;
Start > Run > \\hostname\admin$ (swapping “hostname” for the name of the PC we are troubleshooting).
- Are you able to create a file and a folder there when browsing from the server?
- Is there are directory present named TIRemote?
Run registry editor and then click File > Connect Network Registry. Are you able to connect to a machine in your Inventory’s registry?
Run services.msc and right click on the server’s services in the left hand panel. Select Connect to another computer and enter it’s hostname. Can you connect? Can you see the Secondary Login Service ruinning on that machine?
Other things to check while logged in on the server… Early in the audit process, Track-It! goes to DNS to do a reverse lookup to resolve the IP Address of a machine wuth it’s hostname and then verify it. On the server, from the command prompt, type;
ping –a hostname
... after the (hopefully) successful ping by hostname, use the IP address returned in the previous set of results in;
ping –a ip_address
Ensure that both sets of results match. If they don’t, flush the cache in DNS.
Also, ensure that File and Print sharing is enabled on all your PCs and that port 10597 is open and accessible to the Track-It! server.
Next up we’ll look at the various log files Track-It! writes to and see how different auditing issues get logged to the different files. In the meantime, this article on our Knowledge Base gets referred to a lot when we are figuring what's not quite right when auditing;