Asset Intelligence falls under that product group.

[Oscar Gonzalez]

Hi all community.

 

I have an issue with the Asset Intelligence on my client.

 

Following this path: HOME > DESKTOP > OS CATEGORY, I get a option with none/null machines. And if I go into this option, the information of those machines no appears, like the ip address, Disk Space, etc..:

 

 

Has anyone an idea why i get this?

 

Thanks in advance.

 

I appreciate your opinions and help.

Oscar

[Rajeev Leonard Rawat]

Hi Oscar,

 

Asset Intelligence falls under CA Client Automation group.

The machines displayed under none/null maybe machines that have not been discovered/categorized correctly. Can you check if you can check the properties of one of these machines in the DSM Explorer (in ITCM).

 

Regards,

Lenny

[Oscar Gonzalez]

Hi Lenny.

 

Thanks for your time to reply.

 

I have checked a computer within this group of none/null  and I dont see any properties in Asset Intelligence
In the DSM Explorer, I can see the OS but if I search the Inventory, into the Inventory tab  there's no properties of that machine.

 

Also, I see the collect task, in all inventory task, and see that machine with ERROR status, I changed it to OK status.gain. but I verify again, and the status of this is ERROR again. The same status if I go into Software Inventory.

 

 

 

Thanks again.

 

Regards.

Oscar.

[Piyush Kumar Mehta]

Hi Oscar

 

   Looks like inventory information is not collected from agent machine,

  1.   Execute following command on agent machine

        caf start amagent args /rescan_inventory /collect

  2.  Allow the engine some time to process the inventory. It will be processed at the next engine collect task for the reporting scalability server

Hope this will help, let us know how it goes.

Regards,

Piyush

[Rajeev Leonard Rawat]

It appears that the collect job is not running correctly on the machine in question. Please run the collect job on the agent as mentioned by Piyush and check if it makes a difference.

Also if you would like to list machines on which the collect task has not been run, please refer techdoc TEC616350.

[Oscar Gonzalez]

Hi Piyush and Lenny.

 

I executed that command on the agent machine, but it didnt make a difference.

 

I see in the Collect task > Inventory Configuration > all computers, and I found some machines with ERROR status, I change it to OK, but it change to ERROR again.

 

Then, the machine that I executed the command, In configuration > collect task > Inventory Configuration, I saw this error: MODULE_RETURNED_ERROROTHER_MODULES_RETURNED_OK.

 

Also, If I see the Inventory tab of this machine in specific, following > ALL Computers, MACHINENAME, there's no info in the Inventory tab, but in the software tab yes. The same in Asset Intelligence.

 

So the problem is the Inventory Module.

 

Thanks again for your kindly support.

 

Oscar

[Oscar Gonzalez]

Hi

 

Some of you need a log in specific? to attach it!

 

Im still getting this problem!

 

Also, there's crash_amswgt log within the log folder!

 

Regards,

Oscar

[Piyush Kumar Mehta]

Hi Oscar

 

The error message MODULE_RETURNED_ERROR ERROROTHER_MODULES_RETURNED_OK shows one of the AM inventory module is failing and inventory is not collected, could you please verify if this is happening for targets reporting to one particular Scalability server. We can try unchecking few modules from Inventory configuration for this targets and also stopping CAF service on SS, rename \Server\ServerDB folder and verify. If still this is a problem then, we need to collect corresponding Engine logs responsible for SS collect task and investigate further.

 

Regards,

Piyush

[Brian_Fontana]

H Oscar,

 

What version of ITCM and CA Asset Intelligence do you have installed?

  - You can check the ITCM version by running 'dsmver'.

  - And the AI version by checking the ..\CA\Asset Intelligence\version.ver file.

 

To fix the issue, I would recommend running what's called an "Empty Extract":

1- Unlink all current data sources in the AI Admin console.

2- Run an "empty extract" with no data sources linked:

      # cd /d %uaihome%\admin\enu

      # aig_dbextract

3- Check the AI Public page after the empty extract, and make sure there's no data displayed for assets. With no data sources linked, the empty extract should have purged all the info from the database. If it hasn't let me know, as perhaps we need to manually cleanup the data from the SQL side.

4- Relink your data sources.

5. Run a new extract, same commands as step 2.

 

Hope this help!

-Brian

[Oscar Gonzalez]

Hi dudes.

 

thank you both for your answers ..

 

Piyush, I'm verifying to which server the computers belong. and I see that some of them belong to the SS of the Domain. So I ask if there's a negative impact if I change the name of the SERVERDB folder?

 

Brian, Hi, DSM version: 12.8.0.690. AI version: 12.8.0.1. Let me execute those commands and I'll write you about the results.

 

Additionally, I saw it within Inventory Detection Modules:

 

 

Is there a problem if my enviorement has this duplication?

 

Each of these modules, has the same configuration as the other.

 

I don't know why there's a copy of every module. I did not install/configure ITCM on the server. So there's some configurations that I've discovered

 

 

Thanks again.

 

Regards.

[Oscar Gonzalez]

Hi dudes.

 

 

mehpi01, I followed your steps in my test server. I unmarked all the modules that the machine had, stopped the service and renamed the server folder and the serverdb folder. Then I started the services, but automatically the application creates other SERVERDB folder. that's ok? I'll proceed on my client server.

 

 

Brian, My work mate, the person who Installed and configured the ITCM - AI applications, told me that he has executed those commands, time ago, but only executed the commands, without unlink the data sources. Do you recommend me repeat it again, but this time unlinking the data sources.

 

 

Thanks in advance for your help

 

best regards,

Oscar

[Brian_Fontana]

Hey Oscar,

 

Yes!  The whole point of my steps is to run something called an EMPTY EXTRACT.  With the data sources still linked, it doesn't accomplish the cleanup I'm trying to ask you to perform!

 

1- Unlink all current data sources in the AI Admin console.

2- Run an "empty extract" with no data sources linked:

      # cd /d %uaihome%\admin\enu

      # aig_dbextract

3- Check the AI Public page after the empty extract, and make sure there's no data displayed for assets.

    With no data sources linked, the empty extract should have purged all the info from the database.

    IF YOU STILL FIND ASSET DATA ON THE PUBLIC PAGE --DON'T PROCEED-- I'LL SEND YOU STEPS FOR A MANUAL SQL CLEANUP.

4- Relink your data sources.

5. Run a new extract, same commands as step 2.

[Oscar Gonzalez]

Hi Brian,

 

Perfect, I will do it step by step.

 

1 more question, as I have talking with Piyush, In ITCM i have the same problem, no Hardware inventory  in some pcs, I know that, it is related with the problem in AI. So,can I fix the problem with ITCM first, then I update the info in AI??. Do you know how can I fix it from ITCM? I'm getting this error: MODULE_RETURNED_ERROROTHER_MODULES_RETURNED_OK with the collect job. I've tried to run mannually the command on the PC to rescan the inventory

[Brian_Fontana]

Hi Oscar,

 

Asset Intelligence is a rip of the data from the ITCM mdb.  Thus if hardware inventory is missing from ITCM, it will also not be available in AI.  The OS/Service Pack level actually comes from the basic hardware registration from the basic agent.  So even if the AM agent is having some trouble with modules, as long as the basic agent ran to register the PC with ITCM, the OS/service pack level should be available in both ITCM and AI.  You could simply compare one of the OS/null/none PCs from AI against the ITCM database and verify is has an OS listed, regardless of the AM plugin status.

 

I'm hoping you've already ran the steps for the empty extract to see if that helped the AI situation at all.  As for the AM agent module failures, you should open a case with support -- logs from one of the agents needs to be reviewed to determine the cause of the module failure.  Specifically the TRC_AMAGENT* logs, and the relavent TRC_UAM* log for the component that's failing.  Perhaps the agent is an older version of the product?  Perhaps there's a patch we need to send to these agents?  The log analysis is the next step there.

 

-Brian

[Oscar Gonzalez]

Hi Brian,

 

Thanks for that information.

 

I found the logs and I attach it here some of the errors messages within the log, if you know something about this before I open a case with support, please tell me, i'll appreciate it so much:

Attachment(s)

AMAGENT_0_&_1.txt.zip   954 B 1 version

UAM_0_&_1.txt.zip   1 KB 1 version

[Brian_Fontana]

Hey Oscar,

 

Yes, I would definitely open a support ticket for this.  Reviewing what you posted, the key errors are:

 

AMAGENT_0:

ERROR  | Unable to open Sector Database

 

AMAGENT_1:

ERROR  | Error writing inventory file to sector.

 

These errors clearly show the agent is unable to communicate properly with the scalability server.

 

The initial/simple questions are:

  -What version of ITCM is installed on the SS?

  -What version of ITCM is installed on the agent?

 

Also, from the agent having the issue, are you able to:

  -camping SS

  -camping -s 1024

  -camping -s 2048

  -camping -s 4196

  -camping -s 8192

  -camping -s 16384

  -caf ping SS

 

These will verify the agent can communicate with various packet/fragment sizes to/from the SS.

 

Regards, Brian.

[Brian_Fontana]

Correction to the last post on the camping tests--

 

  -camping SS

  -camping -s 1024 SS

  -camping -s 2048 SS

  -camping -s 4196 SS

  -camping -s 8192 SS

  -camping -s 16384 SS

  -caf ping SS

[Oscar Gonzalez]

Hi again Brian.

 

Thanks for your support.

 

I executed those campings and they were successful

 

I executed the manual rescan command on the target to collect and review the errors.

 

I found these errors:

 

_____________________

|                                        |

| TRC_CF_CAF_CMD_0  |

| ___________________ |

 

 

61014-11:28:18.4416925L|047460|0000b70c|CAF_CMD  |cafutils        |cafutils

|000000|ERROR  | caf_getRegValue: RegQueryValueEx:  caf_service_name: (0) The operation completed successfully. 

061014-11:28:18.4417867L|047460|0000b70c|CAF_CMD  |cafutils        |cafutils

 

|000000|ERROR  | caf_getRegValue: failed to read value:  caf_service_name from registry key: SOFTWARE\ComputerAssociates\Unicenter ITRM\Agent

061014-11:28:18.4657222L|047460|0000b70c|CAF_CMD  |cafutils        |cafutils

 

|000000|ERROR  | caf_getRegValue: RegQueryValueEx: caf_service_name: (0) The operation completed successfully.

061014-11:28:18.4658170L|047460|0000b70c|CAF_CMD  |cafutils        |cafutils

 

 

|000000|ERROR  | caf_getRegValue: failed to read value: caf_service_name from registry key: SOFTWARE\ComputerAssociates\Unicenter ITRM\Agent

__________________________

|                                                |

| TRC_UAM_AMADVINVNT_1 |

| ________________________ |

 

 

80914-04:39:56.6610520L|067392|00010604|Asset Mana|General Inventor|     

 

|000000|ERROR  | CProcessor::ReadProcessorWMI: Inserted CPU0,

100, 13080914-04:39:57.6267307L|067392|00010604|Asset Mana|General Inventor|       

 

|000000|ERROR  | Error in CSystemUpdateWMI::GetDescription

080914-04:39:57.6273179L|067392|00010604|Asset Mana|General Inventor|   

 

|000000|ERROR  | Error in CSystemUpdateWMI::GetInstalledBy

080914-04:39:57.6274606L|067392|00010604|Asset Mana|General Inventor|   

 

|000000|ERROR  | Error in CSystemUpdateWMI::GetDescription

080914-04:39:57.6275305L|067392|00010604|Asset Mana|General Inventor|   

 

|000000|ERROR  | Error in CSystemUpdateWMI::GetInstalledBy

080914-04:39:57.6276400L|067392|00010604|Asset Mana|General Inventor|   

 

|000000|ERROR  | Error in CSystemUpdateWMI::GetDescription

080914-04:39:57.6277068L|067392|00010604|Asset Mana|General Inventor|   

 

|000000|ERROR  | Error in CSystemUpdateWMI::GetInstalledBy

080914-04:39:57.6992207L|067392|00010604|Asset Mana|General Inventor|   

 

|000000|ERROR  | Error in CTCPIP::SOCKET_ADDRESS_to_string

 

__________________________

|                                                  |

| TRC_UAM_PCMTOUAM_0    |

| ________________________ |

 

 

61014-11:29:45.3766430L|048064|0000bfac|PCMtoUAM  |uamCalcValue    |   

 

 

|000000|ERROR  | Missing raw resource value.

061014-11:29:45.3851037L|048064|0000bfac|PCMtoUAM  |uamCalcValue    | 

 

 

|000000|ERROR  | Missing raw resource value.

061014-11:29:45.3897795L|048064|0000bfac|PCMtoUAM  |uamCalcValue    | 

 

 

|000000|ERROR  | Missing raw resource value.

061014-11:29:45.3907078L|048064|0000bfac|PCMtoUAM  |uamCalcValue    | 

 

 

|000000|ERROR  | Missing raw resource value.

061014-11:29:45.4033169L|048064|0000bfac|PCMtoUAM  |PCMtoUAM        | 

 

|000000|NOTIFY | Systems Performance Inventory Collection Successfull.

 

 

Have you any idea? If you haven't, so I will open a case with CA support.

[Oscar Gonzalez]

Hi team, I found something interesting.

 

The General Inventory generates a document called IG40.inv that contains all the General Inventory (the collect that is failing)

 

I compared 2 machines, 1 working ok and other with the issue. On the machine working ok, i found that IG40.inv document, i opened it and I saw all the information of the general inventory. Then i verified the machine with the issue and i concluded that, that machines it's not generating the .inv, so that means that the machine it's not collecting the data.

 

Any idea about this? Why that machine are not collecting data and generating the IG40.inv?

 

Thanks in advance

Best Regards.

[Piyush Kumar Mehta]

Hi Oscar

 

       IG40.inv is asset inventory data file and it will created and updated when asset inventory collection is working on Agent, could you please force the Asset Inventory scan by executing command on Agent machine by runing....

 

caf start amagent args /RESCAN_INVENTORY /COLLECT

 

Then verify whether it generates  IG40.inv

 

Regards,

Piyush

[Oscar Gonzalez]

Hi Piyush,

 

Thanks for your time to reply.

 

I executed that command on the machine working ok (PICTURE 2) and on the machine with the issue (PICTURE 1).

 

As you can see, on the machine with the issue, the agent didnot generate the IG40.INV. On the machine working ok, the command executed updated the .INV.

 

I really need help.

 

Thank you again.

 

Best Regards.

 

 

 

[Oscar Gonzalez]

Hi mehpi01,

 

I took these screenshots, I saw that some user machines have the IG40.INV file, but it seems like the .INV are not been charged in the database/domain. Some Idea?

 

 

 

 

Thanks in advance.

Best regards

[Oscar Gonzalez]

Finally,

 

I opened a ticket with Support, they shared us a query to run in SQL

 

That query solved the problem.

 

Thank you all so much for you help.

[dpesantes]

Hi Oscar,

 

Could you help me with the query of the solution they used to solve the problem?

 

Thanks for you spend time.

 

Regards,

 

Daniel Pesantes

[Oscar Gonzalez]

Hi Daniel,

 

Do you have the same problem? exactcly?

 

Regards,

[dpesantes]

Hola Oscar,

 

No se si hablas español, bueno el problema es el mismo que lei en sus escritos anteriores e imagenes, sale un error al momento de realizar el collect del inventario de hardware. Un tecnico de soporte de CA esta tratando de encontrar la falla pero aun no da con el error. Por favor si puedes indicarme que hicieron para solucionar tu problema, te agradezco por la ayuda.

 

Saludos,

 

Daniel

[Oscar Gonzalez]

Hola Daniel!

 

Sí claro, soy habla hispana.

 

Por favor, indícame si los campos dentro del tab de Inventory de cada máquina, aparecen vacíos en las máquinas.

 

Ya trataste de hacer el recollect directamente desde el cmd de la máquina?

 

En el tab de Homepage de cada máquina y en el cuadro de overview igual aparecen campos vacíos?

 

Lo que hicimos fue limpiar un valor vía SQL, el cuál ya se encontraba en un número muy grande.

 

Déjame saber sí?

 

Pura vida!

[Oscar Gonzalez]

Hola Daniel,

 

Cómo te fue con el error?

[dpesantes]

Hola Oscar,

 

Gracias por tu interes, si pude solucionar el problema, resulto que yo al instalar el BOXI utilize la base datos Sql Server donde esta instalado la mdb y en esta se creo la base de datos del boxi cms pero use el usuario ca_itrm y ese fue mi error, porque ese usuario solo debe utilizarse para la mdb. Me toco instalar de nuevo el Boxi pero usando el usuario de sa del SQL Server (obviamente eliminando la base de datos cms del SQL Server, eliminando los datos cargados del usuario ca_itrm) y con esto cargar los datos a ese usuario y la base de datos cms. Con esto quedo todo funcionando como debe.

 

Saludos,

 

Daniel