Introduction to Novell® ZENworks® Configuration Management Troubleshooting

Edward CarterEscalation EngineerNovell Inc./edcarter@novell.com

Kurt Finlayson Escalation EngineerNovell Inc./kfinlayson@novell.com

Shaun PondEscalation EngineerNovell Inc./spond@novell.com

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Objectives Of This Session

• Basic troubleshooting

• Key logs

• Tools

• Strategies

• Key Processes

Agent Troubleshooting

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Agent Troubleshooting

• Services running on the agent

• Communication

• Agent cache

• ZAC commands

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Agent Services

• Novell® ZENworks® Agent Service• Novell Identity store• Remote Management• Novell ZENworks PreAgent

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Communication

Ports 80, 443, 2645, 5950, 7628Testing listening ports

– VNC– Telnet

telnet <IP address> <port number>

Testing Quicktask port http://<Agent IPaddress>:7628/RURunning

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Agent Cache

• Cache location• Cache DBs• ZAC cache command

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ZENworks® Administration Command Line Interface (ZAC)

• What is ZAC?• ZAC usage information• ZAC zeninfo• Most important files to examine.

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ZAC Commands (1)

• zac -- help (Lists the commands that can be used)• zac <option> --help (Describes what the command

does)– zac bundle-list --help– zac register --help

• zac policy-list (pl)• zac bundle-list (bl)• zac file-system-guid (fgs)

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ZAC Commands (2)

• zac logger (log)alternative to using the z-icon– zac logger level debug– zac logger resetlog

• zac emp wakeup– make sure all messages are in the zmd-

messages.log

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ZAC zeninfo

• zac zeninfo-collect– zac zeninfo-collect [<targetfile>]

one-step log collector• Queries the runtime state of the ZenworksWindowsService for

detailed information.– ZenworksWindowsService must be running for zac zeninfo to

work.– Collects metadata about cached data on workstation.

• Must extract zeninfo-date-time.zip for html links to work• Pre ZCM 10.2, this command was “zac info-collect”

– zeninfocollect*.zip still available in \install\downloads\tools folder for use in case agent is not functional.

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ZAC zeninfo(cont.)

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Contents of zeninfo*.zip

• zac zeninfo creates zeninfo-date-time.zip in the %TEMP% folder by default

– Folders in the zeninfo-date-time.zip> AgentCacheInfo> ConfigInfo> DebugLogs> MDStatus> ProductInfo> PropPageInfo> RefreshInfo> systemInfo

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Contents of zeninfo*.zip(cont.)

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configInfo

• \configInfo\ZENWORKS_HOME\conf

– DeviceData hashed representation of the device password

– DeviceGuid GUID should match the GUID in ZCC

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debugLogs

• Contains Windows Event View Logs• \ZENWORKS_HOME\logs\LocalStore\zmd-

messages.log• Additional logs collected when zac zeninfo is run on a

server– loader-messages.log– services-messages.log– zenworks-installation*.log– zcc.log

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Agent Logging Setup

• (zmd-messages.log) = Contains most of the agent side logging information

• (NWGINA.LOG) = Contains information related to GINA startup

• (zenlgn.log) = Login process

• (casaauthtoken.log) = CASA Client Log

• (nalshell.txt) NAL Shell Log = The NAL Shell log contains information related to the ZENworks® explorer shell extension.

• (system-update.log) = logs a SU from the time the systemupdatemodule takes over.

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Enable Agent Logging

• Screenshots for zicon• Casa and remote• Log locations• Xml, config, registry

Server Troubleshooting

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Server Troubleshooting

• Services running on the server• Communication• Logs

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Server Services

Novell® ZENworks® loaderNovell ZENworks preboot policy serviceNovell ZENworks preboot serviceNovell ZENworks remote managementNovell ZENworks serverNovell ZENworks services monitorNovell ZENworks tftp serviceNovell ZENworks proxy DHCP serviceNovell ZENworks embedded datastoreCasaAuthTokenSvc

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Communication

• Database ports– Sybase 2638– Oracle 1521– SQL 1543

• LDAP– 389 and 636

• SOAP– 80 and 443

• PDHCP– 67 and 4011

• TFTP– 69

• Preboot policy– 13331

• Preboot server– 998

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Logs

see TID 3418069 for information on how to obtain these logs.

• loader-messages.log– Log from ZENworks® loader

• serviceservices-messages.log• CASA logs (ats.log ats.trace)• zcc.log• catalina.out• Preboot stuff• System-update logs• Install log• Windows event logs

ZEN and The Art of Database Management

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Database Types

• Embedded Sybase• External Sybase• MS SQL 2005• Oracle 10g

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Database Types(cont.)

Think before you install Choose the right database

Database Suitable forSybase (embedded) As many as 1,000Sybase (external) As many as 5,000Microsoft SQL Server 2005 5,000 to 40,000Oracle 10g 5,000 to 40,000

http://www.novell.com/documentation/zcm10/zcm10_deployment_bp/data/index.html

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zman

• Command-line interface for ZCM• Runs on any Primary server• Can be used to script operations• zman

– Lists all commands• zman <category> /?

– Gives specific commands within the category, e.g.,zman policy /?

• zman <command> --help– Command-level usage and examples, e.g.,

zman policy-list --help

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Embedded Sybase

zman dgc

ZENworks® 10 Configuration Management Command Line Utilities Reference

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Embedded Sybase(cont.)

Maintenance – everyone needs this– Backups

> Zone“Backing Up and Restoring the ZENworks® Server and Certificate Authority.”http://www.novell.com/documentation/zcm10/zcm10_system_admin/data/bb2j7h6.html

> Database“Backing Up the Embedded Sybase SQL Anywhere Database”http://www.novell.com/documentation/zcm10/zcm10_system_admin/data/ban0rcu.html

– Size> “System Planning, Deployment, and Best Practices Guide”

http://www.novell.com/documentation/zcm10/zcm10_deployment_bp/data/index.html

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External Databases

• Befriend your DBA– Tools to backup external databases are provided by the

database company, not by ZENworks®

System Update

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System Update Overview

• System Update is a mechanism to download ZENworks® Configuration Management (ZCM) updates from a Novell® Customer Center (NCC) Server.

• The system update architecture is designed to integrate with the ZCM content, assignment and agent processes.

• The basic flow of an update is outlined in three major sections: – Check for update– Download/Import– Apply Downloaded Update.

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Check for Update

• System Updates are available to any Primary server but can be set via ZCC under Configuration>System Update Settings. This event contacts the NCC server and downloads product patches and installations.

https://you.novell.com/zenworks/systemupdate-version2/external/zcm/10.1/

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Check for Update(cont.)

update.xml

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Download/Import

• The next important process occurs when you initiate a download of an update or import of an update. The download can be done from ZCC or by using the “zman sudu” command equivalent. The process for importing from a manual .zip file can only be done from “zman sui <uid>” command.

– System update module checks to see if there is sufficient space to download the system update.

– System update reads the commands and content information from the update.xml file and populates the respective tables in the database and imports the data into the content repository system.

– The update is marked with the status “DOWNLOADED” in the database. The status change is reflected in ZCC and the update is now ready to deploy.

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Apply Update

• After downloading an update you must authorize the update prior to it being deployed to your devices. This happens automatically during deployment in ZCC or you can use the “zman suaz” command.

– Update is scheduled– Preglobal actions are run against zone by a primary server– Agent takes over and installs update to device.

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Apply Update(cont.)

• Logging:– When the systemupdate module takes over on the device a log is created under

logs\system-update\GUID called system-update.log and tracks the remainder of the update.

– The zmd-messages.log is also very valuable when set to debug and above for troubleshooting update issues. These two logs are almost always needed for Novell Technical Services to troubleshoot a failed System Update.

– An additional file is created under /work/system-update/in-process and is populated with the GUID of the system update being apply. This is a status file and will move the GUID to the update-completed file after the update is completed. The process of moving the GUID triggers an update event to be sent to the server stating the update completion.

– As the update progresses, individual .msi logs are captured during the msi install and are stored in the /logs/system-update/guid folder and are also helpful when troubleshooting a failure related to a particular .msi installation.

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