The Track-It! Workstation Manager, or Track-It! Audit Agent, is a small agent software that resides on computers. It's only function is to listen for a command from the Track-It! server to initiate an audit of the workstation. You’ll normally see it on machines in the System Tray as a small blue circle with the T! logo in it.
It is typically installed automatically when you try to audit a machine from Track-It!, either through an Audit Now or through a Scheduled Audit function.
It installs into c:\Windows\TIREMOTE. Once installed, it runs as a service (Track-It! Workstation Manager in Windows services), and listens on port 10597 for an audit command from the Track-It! server.
When Track-It! attempts to audit a workstation, the Track-It! server attempts to communicate with the target computer on port 10597. If the server cannot create a connection, it assumes that the Workstation Manager needs to be installed. The server then uses the information in your Setup Credentials node of the Admin Console (Admin Console > Configuration > Inventory > Auditing > Setup Credentials) to contact the hidden Admin$ share of the workstation. If successful the Workstation Manager installer software is pushed to the target machine. A command is then sent to the target machine’s Secondary Login Service. The Secondary Login Service “logs in” as the Setup Credentials account, and launches the installer under those credentials. (It does this because in many facilities, the logged in user, if there even is one, may not have enough credentials to install software.)
After a predefined delay, the Track-It! server again attempts to contact the target machine over port 10597. If successful, the remainder of the process continues. Otherwise, an error will be posted, informing you that the Software Push Failed. Double clicking the error will usually give more detail, and help to diagnose the problem.
Once the server establishes a connection to the Workstation Manager, the server verifies that the Workstation Manager version matches the expected version of Track-It! If the versions don’t match, Track-It! attempts to update the Workstation Manager by using the Secondary Login Service on the workstation to uninstall the incorrect one, then going through the above software push steps to install the correct version.
If Track-It! is unable to install the correct version; is able to establish a connection but not retrieve the version number; or for some reason is a lower version number than the Workstation Manager installed on the workstation; you’ll receive an error indicating Validation Failed.
This outline is a very basic troubleshooting guide you can use if you experience problems installing or updating the Workstation Manager:
-Log into the Track-It! server as the account you have specified in Setup Credentials.
-Click Start > Run, and type in
\\<name of machine>\admin$
You should get in, without being prompted. If you are prompted in any way, the Setup Credentials are not properly recognized by the target machine.
-Look for a folder named TIREMOTE. If present, inspect its contents. The Workstation Manager records its installation progress in this folder. If the TIREMOTE folder is not present, can you create a folder under the Setup Credentials account?
-On the server, open services.msc, and select Action > Connect to another computer. Enter in the name of the target workstation. Are you able to connect? If not, either the Setup Credentials do not have enough rights on the target; or Remote Management is not enabled on the target. Both of those are required for a successful software push.
-In the services applet for the target computer, is the Secondary Login Service running? Is its Startup Type either Automatic or Manual?
In most cases, the above steps should provide enough information to be able to determine why the Workstation Manager is not installing. As a general rule, if you have an initial high rate of failure installing the Workstation Manager, you can troubleshoot a small handful of machines to get an idea of the changes to your environment that will be needed. From those findings, you can either issue a GPO to make environment changes, or look into some alternate mechanisms for launching the audit.