1. Logs of the client (CT) have not been collected.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause 1
Since the service of Management Server is stopped, log information sent from client (CT) may not be received.
[Resolution]
Check if the service of Management Server has started. If it is stopped, start the service.
Confirm the startup of the service. Select [Service Status Confirmation] from the [Service] menu of the Server Settings Tool.
Select [Start Service] from the [Service] menu of the Server Settings Tool to start the service.
Cause 2
Network communication cannot be performed due to the following reasons:
IP address of Management Server to be connected is incorrect.
Port of Management Server has been closed by firewall.
No name analysis has been performed between Management Server and client (CT). (In V12)
[Confirmation Points]
Confirm the IP address of the Management Server to be connected. Execute the following command:
fsw11ej7 [Password] /D /D
[Password]: enter the Password specified at installation of CT.
The IP address of Master Management Server or Management Server connected to the client (CT) will be displayed in the command prompt.
Check the status of the port of Management Server or the client (CT)
Check if communication between client (CT) and Management Server can be performed through the port (initial value 10010) set at the installation of CT. Execute the following command on client (CT).
telnet [IP Address of Management Server Connected] 10010
If it is unable to connect, an error will be displayed.
If it is able to connect, words on the window will disappear, and only the flashing cursor will be displayed.
[Resolution]
If the IP address of the Management Server to be connected is incorrect
Set a correct IP address.
If the port of Management Server or client (CT) is closed by firewall
Open the port.
Name analysis is not performed between Management Server <--> client (CT)
Use DNS server to perform reverse name analysis (register both Management Server and client (CT)), or use the hosts file to perform name analysis.
However, the name analysis is not required in V13.0.0 or later.
Cause 3
It is likely that the logs cannot be registered due to insufficient disk capacity.
Up till V12.0L20, the service of Management Server will keep running. Since the logs are failed to be saved, the information of logs will be aborted.
In V13.0.0 or later, if the log information is full, the service of Management Server will be stopped. Log sending from client (CT) will not be performed, and logs will be accumulated at client (CT).
[Resolution]
In V12.0L20 or earlier, expand the database space according to the following procedure.
[Data Capacity]
From the start menu, start [Microsoft SQLServer] - [Enterprise Manager].
Select [Database] - [DTKDB] from the tree on the left and right-click to display the [Properties] window.
Select the [Data File] tab.
Expand [Upper Limit (MB) of File Expansion] in the maximum size group of file.
[Transaction Log Capacity]
Backup transaction logs according to the following information.
From the start menu, start [Microsoft SQLServer] - [Enterprise Manager].
From the tree on the left, select [console root] - [Microsoft SQL Servers] - [SQL Server Group] - [(Local) (Windows NT)] - [Database] - [DTKDB (Database Name of Desktop Keeper)] and right-click to select "Backup of Database".
Perform the following settings in the [General] tab.
[Database]: specify [DTKDB].
[Backup]: specify [Transaction Log].
[Output Target]: specify the file name to backup the transaction logs.
From the [Options] tab, select [Delete Non-Active Entry from Transaction Logs].
Click [OK] to perform the backup of transaction logs.
*For detailed procedure, refer to the manual of SQL server.
In V12.0L20 or earlier, when the disk space is insufficient, perform database self-compression according to the following steps to increase the remained space of the disk.
From the start menu, start [Microsoft SQLServer] - [Enterprise Manager].
From the tree on the left, select [Database] - [DTKBD]. Right-click to display [All Tasks] - [Database Compression] window, and perform compression.
In V13.0.0 or later, refer to the content in "Re-construct Database" in the product accompanied manual to expand the database.
Cause 4
System date and time of the client (CT) are recorded in log. When the calendar of Management Server and client (CT) are not consistent, it might cause the system record as log of other date.
[Resolution]
Set dates and times of Management Server and client (CT) in consistency.
Cause 5
When the client (CT) is replaced and multiple OSs have been installed on one client, one computer name will be displayed multiple times in Log Viewer.
It is likely that the log content to be confirmed may be collected as the log of the client (CT) apart from the client (CT) that you want to confirm.
Or it is likely that the log searched by user is the log of the old client (CT).
[Resolution]
Confirm if the problem of multi-display of the same computer name exists on the Log Viewer . If multi-display exists, confirm the log content displayed multiple times.
In Systemwalker Desktop Keeper V12.0L20 or later, the search function of Management Console can be used to search client (CT).
Cause 6
User expects to run after applying CT policy, but in fact the user policy has already been applied. Or the user expects to apply user policy, but CT policy has been applied in fact.
[Resolution]
Execute the following command to confirm what policy is being applied now.
fsw11ej7 [Password] /D /Y
[Password]: enter the Password specified at installation of CT.
When the policy applied is different from the operational guideline of the system, apply policy according to the operational guideline.
Cause 7
The remote operation is performed through remote desktop connection.
[Resolution]
Operation log collection on the remote desktop is not supported.
However, in V14.0.0/V14.0.1/V14.1.0, remote desktop connection of Windows Vista(R), Windows(R) 7, Windows Server(R) 2008 is supported.
In addition, in V14.2.0 or later, operation log collection of remote desktop is supported.
Cause 8
Execute the following command on client (CT) to modify the IP address of the connected Management Server or Master Management Server. However, because client (CT) is not restarted, logs are still sent to the original Management Server.
fsw11ej7 [Password] /C /I
[Password] : enter the Password specified at installation of CT.
[Resolution]
After client (CT) is restarted, execute the following command in the command prompt of the client (CT) to register again so that the client (CT) will notify CT information to the connected Management Server or Master Management Server.
fsw11ej7 [Password]/R
[Password]: enter the Password specified at installation of CT.
2. Printing operation logs have not been collected.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause 1
When all the following conditions are satisfied, the printing operation logs cannot be collected.
Subnet printed and set via printer server is different from that of the client (CT).
Name analysis between client (CT) and printer server is not performed.
[Resolution]
Perform name analysis between client (CT) and printer server.
Cause 2
In the window of Local Area Connection Properties, the [File and Printer Sharing for Microsoft Networks] check box is not selected.
[Resolution]
Select [File and Printer Sharing for Microsoft Networks] in the Local Area Connection Properties.
Cause 3
The [File and Printer Sharing] of the [Exception] tab of Windows firewall has not been selected.
[Resolution]
Select [File and Printer Sharing] of the [Exception] tab of Windows firewall.
3. In command log, the log of *.bat file cannot be collected.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
In the command logs, log cannot be recorded for bat file and CMD file.
[Resolution]
No resolution.
4. Logs of Systemwalker Desktop Keeper cannot be collected through the remote operation of Live Help.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
When remote operation is performed through Live Help, logs on PC that is running cannot be collected.
The operated PC is supported target.
[Resolution]
Although the logs of LiveHelp itself cannot be collected, the logs of Systemwalker Desktop Keeper can be collected.
However, our company has not verified the applications of other remote operations, so we cannot guarantee their normal operation.
5. E-mail sending logs cannot be obtained.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause 1
Systemwalker Desktop Keeper does not support Web mails.
[Resolution]
No resolution. If possible, change to use the E-mail system of SMTP protocol (E-mailer).
Cause 2
The monitor port of Systemwalker Desktop Keeper is port No. 25 that uses standard SMTP protocol port number. When the SMTP port number is specified to No. 25 port, collection of E-mail sending logs is not supported in Systemwalker Desktop Keeper V13.0.0 or earlier.
[Resolution]
Versions earlier than V13.0.0 have no resolution. Update to V13.2.0.
Cause 3
E-mails sent by group software using TeamWARE and Lotus Notes are not supported.
[Resolution]
No resolution. If possible, change to use the E-mail system of SMTP protocol (E-mailer).
6. File operation logs cannot be obtained.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
In the [File Operation Flow] tab in the [Terminal Initial Settings] window of the Management Console, the settings of [Process EXE Name] and [Select According to Extension] are not correct.
[Resolution]
Correctly set the items [Process EXE Name] and [Select According to Extension].
When [Select Extension] is selected in the [Select According to Extension], select [Sub-extension] in the [File Operation Extension] tab.
7. Device configuration change log is not collected.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
This phenomenon occurs when removable disk equipment connected by USB is mounted on NTFS, set as not added to drive letter.
Only when auditing drive letter and drive letter is increased, device configuration change log of Systemwalker Desktop Keeper will be collected.
Therefore, when mount is performing for the folders, drive letter is not changed, so the logs will not be collected.
[Resolution]
No resolution.
8. Error message is displayed after logging on to Windows.
Error message
"The E-mails sent after MM/DD/YYYY HH:MM:SS may not have been sent correctly. The E-mail server with exception cannot be found in the network."
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
E-mail data is abnormal. E-mail server cannot delivery E-mails.
This phenomenon occurs under the following situation.
Due to E-mail receiving capacity restriction at the E-mail server, E-mails are not sent
Encrypted communication (SSL,TLS.S/MIME) is performed
Encode of the E-mail system (E-mailer) is not JIS:ISO-2022-JP, UTF-7, UTF-8 or US-ASCII.
[Resolution]
Check if the size of E-mail is too large, or if encrypted communication is performed. Or, confirm the encode of the E-mailer.
In addition, confirm the transaction result log of the E-mail server and check if communication abnormality has occurred with client (CT).
9. The service of Management Server (SWServerService) cannot be stopped.
Error message
"1053 The service is required to start within the specified time, or no response from control request."
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
Trouble of the SQL Server caused time out, so SWServerService cannot be stopped.
[Confirmation Points]
Confirm SQL Server log.
Directory to be confirmed: C:\Program files\MSSQL\Log\ERRORLOG
Content of log:
2008-09-12 09:06:41.51 spid129 Timeout occurred while waiting for buffer latch type 2,bp 0x11068c0, page 1:1886205) , stat 0xb,
Target ID 7:1413580074:7, EC 0x35763538 : 0, waittime 300. Not continuing to wait.
If the above log exists, it means SQL Server has encountered trouble.
[Resolution]
Application of the SQL Server SP4 can avoid this problem.
10. Management Console and Log Viewer hang up.
Error message
The following information is displayed in the event log.
"Error: 5180, level : 22, status: 1 Invalid field ID 29184, database 'DTKDB' cannot open FCB ."
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
It is the trouble of the SQL Server. [KB 815183]
[Resolution]
Application of the SQL Server SP4 can avoid this problem.
11. After AntiVirus and the CT of Systemwalker Desktop Keeper have been installed, it may take longer time for printing PDF file.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
When collecting the file operation logs of the printing PDF file, AntiVirus software will generate the real-time scanned Systemwalker Desktop Keeper to internal file.
[Resolution]
Set the installation folder of Systemwalker Desktop Keeper out of the real-time scanning target.
12. The logoff log cannot be displayed.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
It occurs when PC is shut down due to disconnection of power supply . etc. (except in V14.1.0/V14.2.0).
[Resolution]
Shut down the computer according to correct steps.
13. The months to keep data has passed, old logs cannot be deleted while new logs will be saved.
Target Version/Edition
BE V12.0L10 | BE V12.0L20 | BE V13.0.0 | BE V13.2.0 | BE V13.3.0 | V14.0.0/V14.0.1 | |
SE V12.0L20 | SE V13.0.0 | SE V13.2.0 | SE V13.2.1 | SE V13.3.0 | V14.1.0 | |
V14.2.0 |
Cause
The "number of months to save" value set in operating environment maintenance wizard is the estimated value input according to the estimated database capacity.
Even the number of months to save is exceeded, logs will still be saved. Therefore, it is necessary to perform log backup/deletion in the operation.
[Resolution]
Use backup command and backup tool to perform backup and deletion.
