Chapter 3 Troubles during Operation

Troubles Relating to Configuration Information

1. The client (CT) that has been installed cannot be displayed on the Management Console and Log Viewer.

2. The same client (CT) has been registered multiple times on the Management Console.

3. After modifying the group on the Management Server and restarting the service, the modified information is not reflected to the Master Management Server.

Troubles relating to Active Directory Linkage

1. After information has been imported from Active Directory, user policy will be created and applied automatically, but it is not expected to use the user policy.

Troubles Relating to Policy Application/Update

1. When policy is updated immediately, the message of "0 case in 1 case has finished normally" is displayed.

2. The priority of user policy and CT policy is unknown.

3. The user policy has been set to the Master Management Server, so it cannot be applied to the client (CT) under each Management Server.

4. Logon prohibition is cancelled on the client (CT) with logon prohibition and "Update at Next Startup" is set, but it is still logon prohibited after restart.

5. Client (CT) has been started but policy is not reflected.

6. Terminal operation settings has not been applied.

Troubles Relating to Prohibition Operation

1. After the function of printing prohibition has been set to "Prohibit", printing still can be performed through "Windows picture and FAX viewer".

2. The logon prohibition function cannot be operated.

3. Policy is not set, but the logon prohibition message is displayed and shutdown (logoff) is performed.

4. E-mail attachment prohibition has been set, but the E-mail with attachment can still be forwarded.

5. File export to SAMBA cannot be prohibited.

6. In the setting of export prohibition, [Removable] is selected, but export to the HDD connected through USB cannot be prohibited.

7. In export prohibition function, [Yes (allow normal export)] or [Yes (allow encryption export)] is selected for DVD/CD, but the recordable CD-R will be ejected when it is inserted and cannot be viewed.

8. DVD-ROM cannot be viewed.

9. On the client (CT) with the policy of E-mail attachment prohibition applied, after double-clicking the original ".eml" file, the message indicating to prohibit the file attachment will be displayed.

10. On the client (CT) with the policy of E-mail attachment prohibition applied, when opening the E-mail sent using the style sheet, the message indicating to prohibit the file attachment will be displayed.

11. In customization of the start menu of Windows(R) XP, the E-mail client cannot be modified.

12. The link of E-mail in the [Start] menu disappears.

Troubles Relating to Logs

Troubles Relating to Log Collection

1. Logs of the client (CT) have not been collected.

2. Printing operation logs have not been collected.

3. In command log, the log of *.bat file cannot be collected.

4. Logs of Systemwalker Desktop Keeper cannot be collected through the remote operation of Live Help.

5. E-mail sending logs cannot be obtained.

6. File operation logs cannot be obtained.

7. Device configuration change log is not collected.

8. Error message is displayed after logging on to Windows.

9. The service of Management Server (SWServerService) cannot be stopped.

10. Management Console and Log Viewer hang up.

11. After AntiVirus and the CT of Systemwalker Desktop Keeper have been installed, it may take longer time for printing PDF file.

12. The logoff log cannot be displayed.

13. The months to keep data has passed, old logs cannot be deleted while new logs will be saved.

Troubles Relating to Log Viewing

1. The same log is displayed repeatedly in Log Viewer.

2. Error message is displayed when searching command login Log Viewer.

3. Additional information cannot be viewed.

4. After the error message is displayed during log search in Log Viewer, the window is frozen.

5. Part of the logon ID of logon/logoff log becomes double-byte.

6. The "URL" information in the collected log has been deleted as virus.

Troubles Relating to Log Analyzer

Logs can be confirmed in Log Viewer, but cannot be confirmed in report in the information disclosure prevention diagnosis window and aggregation by objectives of Log Analyzer.

Troubles Relating to Information Searching

1. The search result such as unknown log type, violated classification, dates, computer name, content of log that is not displayed will be displayed in the Log Viewer.

2. The keyword [Removable] is entered in Log Viewer, and no target data will be displayed no matter if there is a hit.

Troubles Relating to Operating Environment Setting/Modification

1. SQL Server service is not started. It cannot be started at startup of OS or even the service is started manually.

2. When Management Server is restarted and "LVDB-ERROR003 Failed to open the database. Please check the content of SWDB.ini file" is displayed, the service of Management Server cannot be started.

3. The error of "Failed to open the database." is output. The service cannot be started.

4. Error occurred when Server Settings Tool, backup tool and restoration tool are operated in remote desktop connection.

5. When remote operation is performed through remote desktop connection, logs cannot be obtained in Systemwalker Desktop Keeper.

6. The /C /I option of the fsw11ej7 command has been used to modify Management Server. It is not restarted, and will continue sending logs to the Management Server before modification.

7. After the client of Systemwalker Desktop Keeper has been installed, printing cannot be performed. In addition, it is unable to connect to the network.

8. Since the IP address and computer name of Management Server has been modified, it is unable to run.

9. Under the status that the LAN cable is not connected, Log Viewer or Management Console cannot run.

10. No matter if the connected Management Server has been modified, the CT policy of the Management Server connected before will be reflected at all times.

11. After version update of Systemwalker Desktop Keeper V13.0.0 and stopping the SQL Server used in the old V/L, the services of [SWServerService] and [SWLevelControlService] will also be stopped.

12. Error occurs, and Symfoware cannot be stopped.

13. Every time when the client (CT) is started, the message of "S101-ASK001" will be output, If [Yes] is selected. it will restart automatically and enter a loop.

14. The server service is stopped. Timeout error occurred.

15. In 3-level environment, authentication error occurred when connecting from Management Console to the Management Server.

16. When using the data transfer command to transfer log information to Log Analyzer Server, failed auditing logs "Attempted to confirm the qualification information of domain controller account" is output in the event log of Log Analyzer Server.

Troubles Relating to File Export Utility

1. Unable to perform export to DVD/CD.

2. When the file encrypted by the Export Utility is sent as an attachment of E-mail, the recipient will not be able to decrypt the file.

3. When trying to use the Export Utility to encrypt and export the file to the USB of U3 specification, the error message of "Unable to create directory" is displayed and files cannot be exported.

4. After File Export Utility has been executed, the [Execute as Other User] window will be displayed. Then, after the utility is started and [File] of the menu is pressed, [Access has been denied] error will occur and the file cannot be exported.

5. Select multiple files on the desktop and select "Export Utility" from the right-click menu, but the Export Utility cannot be started.

Other Troubles

1. Windows cannot be started under the environment with Acronis True Image installed.

2. Under the status that IME 2000/2002 (Office XP) is not displayed through the taskbar, IME cannot be used.

3. It takes too long to start Management Console.

4. When the USB memory, external HDD with USB connection are shared on network, no USB device can be accessed from other PCs and error message is displayed.

5. Run-time error occurs many times in Windows Vista(R).

6. Application error occurred in fsw11ej9.exe.

7. Sometimes printing is not possible through Acrobat X.

8. After version upgrade of Management Server/Master Management Server, the error event log "Failed to access to level control service." is output.

9. After the installation of Management Server/Master Management Server, the error event log "Settings relating to status are not initialized or have been damaged. Please login to Web Console first. Or, execute the settings relating to status again." is output.

10. In version upgrade of Management Server/Master Management Server, or after uninstallation of Log Analyzer Server, the error event log "Failed to access to Log Analyzer Server database during batch processing of linkage with all-in-one PC" is output.