Discovery and Inventory Group

Troubleshooting

This section covers troubleshooting for the Software Products and functions surrounding it.

Software Components Missing

In the Inventory tab known software components are not showing in the list when they should be. The criteria matches for them to be included, but they do not show up.

Possible resolutions:

1. Check the box “Include components associated with other products” to ensure you are not missing components based on previous associations (whether made manually or automatically).
   
2. The component is considered “Hidden”.
   1. We key off of the following registry key:
      HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{053ACA98-6B07-4DD0-9DB3-F51E3EB1780C} (GUID will differ based on MSI Product code)
      VALUE: SystemComponent = anything not 0. Typically Windows will reserve this for OS related updates, and we filter these by default.
   2. Our value where we pick this up is in the dataclass:
      Inv_AddRemoveProgram – Column Hidden = 1.
   3. A background task will look for this and set the Inv_Software_Component_State column IsManaged to 0. This filters the software from the view.
   4. The best solution is to find out why the install is setting that key, and if it has been repackaged, change it so it does not set the SystemComponent registry key to anything other than 0.
3. The component does not contain Inventory. Any component that does not have inventory from at least one computer will not show up in the list. This includes components that once had inventory but no longer do. Also software releases created by Admins to roll software out may not have inventory relating to it, and may have a separate inventory-based component that the clients are reporting to.

Application Metering Finding the Right EXE

MSI based imports of Software Resources, and the inventory from MSI based installs are the easiest for us to automatically make EXE references for Application Metering to use. If this is not an option, it is best to include as many of the EXEs that we know about. Use this process to implement:

1. Edit the Software Resource (double-click or right-click, Actions > Edit Software Resource).
2. Under the file Inventory tab, click the Add button.
3. Click the Add dropdown button and select Server File…
   
4. Search for the file name. Use multi-select to select all of them. Note that these files are files that have been captured by Inventory, so should include all files of that name in your environment, at least from managed systems.
5. In this view you cannot select a version, but after you add all the files and click OK, you can see the size, as shown here:
   
6. If in doubt, add them all. We will be able to select which ones to use later.
7. Click OK to save the changes to the Software Resource.
8. Now go into the Software Product you wish to use (that contains the Software Component you edited). This can be done under Managed > Software Catalog.
9. Under the Metering tab, click on the Add Program link. The resulting window will show you the files you added, including the version (if applicable).
   
10. Add the files you need and click OK. These files will now be tracked as part of Usage Tracking.