Systemwalker Desktop Keeper Troubleshooting Guide

3.7 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.

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 might be caused by logon trouble when the service of the SQL Server is started.

When logon of service of the SQL Server is set to use general account (such as administrator) instead of local system account, after the password of the account is modified, the account that could login before will fail to login, and the result will not be able to start the service.

[Resolution]

Set service logon to logon with local system account.

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.

Error message

"[LVDB-ERR003] Failed to open the database. Confirm the content in SWDB.ini 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 1

When the application with server function such as Desktop Patrol has dependency with SQL Server, when OS is started, large amount of memory will be reserved in the memory on SQL Server. Systemwalker Desktop Keeper should also ensure memory. As a result, consider stop the service to ensure the memory for SQL Server.

[Resolution]

Add mounted memory.

Cause 2

It is possible that when OS is started, SQL Server shall be restored from the previous status. The start of the SQL Server is later than the start of Systemwalker Desktop Keeper server, which caused timeout of Systemwalker Desktop Keeper.

[Resolution]

Confirm after extend the timeout setting at startup. Modify the value of ConnectionTimeout in SWDB.ini file.

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

Error message

"[LVDB-ERR003] Failed to open the database. Confirm the content of DB configuration 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

It is expected to expand database automatically when the capacity is full. However, expansion cannot be performed within specified time due to reasons such as the specified value of automatic expansion volume is too large. This phenomenon occurred.

In SQL Server log, the following information will be input continuously.

Automatic expansion in file 'DTK_dat' of database 'DTKDB' is cancelled, or exceeds 29359MS. Use LTER DATABASE to set the value of FILEGROWTH smaller or use LTER DATABASE to specify another size. 

[Resolution]

Reduce the size of automatic expansion capacity according to the following procedure.

1. Select [Start] - [Program] - [Microsoft SQL Server] - [Enterprise Manager] to start the "Enterprise Manager" of Microsoft(R) SQL Server.

2. In the tree view on the left of the "Enterprise Manager" window, select [console root] - [ Microsoft SQL Servers] - [SQL Server Group] - [(Local) (Windows NT)] - [Database] - [DTKDB (Database Name of Desktop Keeper)].

3. Right-click [DTKDB (Database Name of Desktop Keeper)] to select [Properties].

4. Reduce the value of [File Expansion] of the [Data File] tab in the displayed window.

   
   

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

Error message

Version later than V13.3.0:

No error will occur.

Version of V13.2.0:

"[xxxx-ERRyyy] This application cannot be used through the remote connection function of the terminal service."

  xxxx,yyy: It is alphanumeric characters of error code.

Version of V13.0.0:

Error message is not displayed. Access to database failed.

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

Due to the restrictions of the database used in Systemwalker Desktop Keeper, when remote desktop connection is used, an error will occur when command is executed for database.

[Resolution]

Operate the server directly instead of connecting through remote desktop, or use remote connection software such as Live Help.

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

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

Systemwalker Desktop Keeper only collects operation logs of the operation performed on actual terminal. The contents operated in remote desktop cannot be collected as logs.

However, in the versions later than V14.0.0, operations performed by connecting through remote desktop on Windows Vista(R), Windows(R) 7 and Windows Server(R) 2008 will be collected as logs.

[Resolution]

No resolution

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.

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

After restart, the changed server is recognized by executing the registration command.

[Resolution]

After restart of the client (CT), use the /R option of the fsw11ej7 command to register the client (CT) again.

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.

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 using the printing prohibition function, the client (CT) of Systemwalker Desktop Keeper should always be connected with the printer server. When OS of the client (CT) series is used on printer server (Windows(R) XP and Windows 2000 Professional, etc.), the maximum connection numbers (10) of the server will be exceeded.

[Resolution]

Version BE V12.0L10:

Use OS of server series on the printer server (Windows 2000 Server and Windows Server 2003, etc.)

Version V12.0L20 and later:

• Modify the printing auditing mode to "Monitor Printing on Local Printer Only". However, printing is performed by printer server on the client (CT) without Systemwalker Desktop Keeper installed cannot be recorded.

• Use OS of server series on the printer server (Windows 2000 Server and Windows Server 2003, etc.)

  
  

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

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

On Systemwalker Desktop Keeper, after the IP address and computer name of Management Server are modified, Management Server must be installed again and IP address and computer name of database must be changed.

[Resolution]

In V12.0L20 or earlier, modify the IP address and the computer name of the Master Management Server/Management Server according to the following steps.

1. Modify IP address and computer name of database.

   The modification contents vary according to the Management Server or Master Management Server.

   For the Management Server of a 2-level structure and Master Management Server, modify "IPADDRESS" and "NAME" of the PHYSICALNODELIST (table).

   Because the Management Server of a 3-level structure has information of the server itself and the information of Master Management Server, modify "IPADDRESS" and "NAME" of the PHYSICALNODELIST (table) with change.

2. Re-register all the clients (CT) registered on the original Management Server.

From V12.0L20, the above modification methods are specified on the manual.

1. In V13.0.0 or later, modification can be done by Server Settings Tool. After the setting is modified, re-register all the clients (CT) registered on the original Master Management Server.

In addition, IP address of the Management Server shall also be modified on the Management Console and the Log Viewer .

In version V12.0L10, setting can be modified by reinstalling Management Console and the Log Viewer .

In V12.0L10 or later, in the [Modify/Delete Programs] window of the Control Panel, click [Systemwalker Desktop Keeper Management Console] and the [Modify] button of [Systemwalker Desktop Keeper Log Viewer)] to modify the settings.

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

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 the cable is disconnected, the level control service connection error will occur.

This is because that communication of Systemwalker Desktop Keeper is performed by IP. The system attempts to connect to the Management Server, but it is not connected to the cable, so an error occurs.

[Resolution]

Login to the Log Viewer and the Management Console after connecting the cable.

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.

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 updating policy to the client (CT) from the Management Server, communication shall be performed according to the previous IP address and client (CT). After the Management Server is modified, the information of the client (CT) has not been informed to the Management Server after modification, the client (CT) cannot be recognized. Therefore, the client is still using the policy of the previous Management Server.

Information

Client (CT) on version later than V13.0.0 will distribute a recognition ID to itself, and then judge if there is communication from correct Management Server through this ID. Therefore, CT policy of the previous Management Server will not be reflected.

[Resolution]

Do not implement policy issuance to the client (CT) from the server before modification.

When policy has already been issued, after restarting client (CT), policy of the Management Server connected will be applied.

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.

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

Services of Systemwalker Desktop Keeper have a dependency with SQL Server until the version V12.0L20. starting from V13.0.0, the dependency will be changed to with Symfoware.

In Systemwalker Desktop Keeper V13.0.0, for properties of Symfoware service, the overwriting installation and update from V12 to V13 will not change the above-mentioned dependency (the service dependency with SQL Server changed to with SymfoWARE service), but will change the service dependency when the database is constructed. In addition, in the DB re-construction tool, the operation is also based on the precondition of dependency with Symfoware. Therefore, even dependency with Symfoware is not established, the above dependency will not be changed.

After database is created, known trouble PG54335 occurs. No matter the dependency is changed or not, service will be stopped due to error. Furthermore, when creation is made by using DB re-construction tool, the dependency will not change. Thus, this phenomenon occurs.

[Resolution]

Modify the registry according to the following procedure and then modify the dependency.

1. From the [Start] menu, select [Run].

   -> The [Run] window is displayed.

2. Enter "REGEDT32" in [Name], and click the [OK] button.

   -> The [Registry Editor] window will be displayed.

3. Select the following keys.

   Key name: "HKLM\SYSTEM\CurrentControlSet\Services\fsw21sj0"
   key name:"HKLM\SYSTEM\CurrentControlSet\Services\fsw21sj1"
   Character value: "DependOnService"

4. Set the following value to "DependOnService".

   "SymfoWARE RDB SWDTK"

5. Close the [Registry Editor] window.

   
   

12. Error occurs, and Symfoware cannot be stopped.

Error message

"Cannot stop qdg12426u:RDBII  Reason: in running"

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

Before Systemwalker Desktop Keeper stopped completely, the Symfoware is being stopped, so this error occurs.

[Resolution]

After use commands such as batch command to stop the service of Systemwalker Desktop Keeper, execute the command to stop Symfoware in around 5 minutes after the service of Systemwalker Desktop Keeper (SWLevelControlService, SWServerService) is 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.

Error message

"[S101-ASK001] The latest module is provided. To update to the latest version, click "Yes". If not, click "No". When "Yes" is selected, after the update has completed, it will automatically restart, so close the application in advance."

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

In 2-level structure, SWLevelControlService is stopped.

[Resolution]

Start SWLevelControlService.

Cause 2

The reason is in 2-level structure, when installing Management Server (=Master Management Server), it is not installed on Master Management Server by mistake.

In 2-level structure, Management Server should be installed as Master Management Server. When one of the following operations is executed, installation procedure is incorrect.

• When DTKCreateInitData_Root.sql should be executed, CeateInitData_NotRoot.sql has been executed.

• When installation is performed in wizard style, when server service/level control service is installed, the check box of [The Server Is the Server at Top Level] has been set to OFF (default is ON).

  
  

[Resolution]

No matter what is the situation in the above, re-install according to the following procedure.

1. Uninstall server service/level control service.

2. Delete the created database.
   It is unable to delete the database from Systemwalker Desktop Keeper. Use Enterprise Manager of SQL-SERVER or SQL command to execute the operation of Drop Database.

3. Install server service/level control service after database is created according to the manual.

   
   

Cause 3

The reason for 3-level structure might be because that Management Server and Master Management Server cannot be distinguished (disconnection, Master Management Server not installed with Systemwalker Desktop Keeper service, service not running or setting error, etc.)

Client (CT) judges if there is the latest module by comparing to the information inside the Master Management Server through Management Server, so that it is unable to judge the status.

[Resolution]

Check if the cable is disconnected. In addition, in the case setting error, turn on the communication with Master Management Server. Confirm if the IP address is set correctly and if the port to be used has been opened.

If Systemwalker Desktop Keeper service of Master Management Server is not installed, install this service.
If level control service is not started, start it (SWLevelControlService).

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

Error message

"Timeout occurs while waiting for transaction response from the fsw21sj0 service (30000MS)."

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 takes too long to stop the DB access thread, the timeout value (30s) of SCM (service control manager) has been exceeded, which caused this error.

[Resolution]

Though timeout occurs, the processing of stopping service still continues. After the DB access thread processing has terminated, service will be stopped, so no processing is required.

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

Error message

[MGLD-ERR004] Authentication failed. Confirm user ID or password. 

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

Because of collective management of user, the password of Management Server will be overwritten by the password of Master Management Server.

[Resolution]

Enter the password of Master 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.

Error message

The following event log will be displayed.

Name of log: security 
source: Microsoft Windows security auditing.
Time ID: 4776
Task category: confirmation of authority information 
Keyword: failed monitor 
Content: domain controller attempted to confirm the qualification information of the account. 
   Authentication package: MICROSOFT_AUTHENTICATION_PACKAGE_V1_0
   Logon account: account name (*1)
   source workstation: computer name (*2)
   errorcode: 0xc0000064
  *1: the account name specified in "Windows Account for Connecting Shared Folders" in the Log Analyzer settings. 
  *2: name of the computer that executes data transfer command.

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 all the following conditions are satisfied, the above log information will be output.

• The "Windows Account for Connecting Shared Folders" in the Log Analyzer settings is specified as domain account.

• Record log at the time when auditing failed is set in the account logon event of the monitor policy of Log Analyzer Server.

  
  

[Resolution]

When running in the above environment, specify the format of "Windows Account for Connecting Shared Folders" and "Domain Name\Account Name" set in the Log Analyzer.

In addition, even the above logs occur, the operation of executing data transfer command itself has no problem.