Support

1. Central not starting
2. Probe not starting
3. Probe not polling
4. Problem in receiving data from Probe
5. A particular Probe unable to connect to the Central
6. SNMP Settings
7. Opening ports in Windows Firewall
8. Availability showing as red in probe and central
9. Error # RPC Server Not Available
10. Authentication Failure
11. DMSID already exists
12. Disable Automatic Rediscovery
13. Event Log Rules
14. Remove DB entries
15. MySQL Upgrade Failure
16. NAT Name
17. pdlastvalues
18. 7100 PPM Problem - Central
19. 7100 PPM Problem - Probe
20. Desktop Central Agent Installation
21. System Monitoring : Central Server state directory. Severity : Critical
22. Devices are displayed in Probe but not displayed in central, post initial discovery
23. Pre-Upgrade Steps
24. Dcconfig.exe error ---Desktop Management agent issue
25. CreateProcessAsUser Failed----Remote control issue
26. Device availability graph is shows that device is 0% available (fully red)
27. Error while fetching response for URL
28. Receiving errors while executing startdms.bat on the Probe
29. Unable to install the agent on some devices
30. Procedures to install GODADDY SSL certificate (tomcat) in MSP Center plus
31. Agent successfully installed but not available in the Central web client
32. Central/Probe service does not start after upgrade to build 7201
33. 7100 to 7201 upgrade issue
34. 7100 exe to 7201 or 7101 exe to 7201 upgrade issue
35. 6005/7002/7003/7004/7005 build to 7201 upgrade issue
36. 7101-> 7201 upgrade issue
37. In Resource monitors report, CPU, Memory & Disk monitors are shown twice
38. Probe failing to start after upgrading the Central to 7200 & 7201
39. Agents of size 0KB created
40. Procedures to remove the database entries of a device already added --(Remove DB Entries) ---->(Build 7100 and above)
41. Procedures to run Mysqlcheck (Advanced database repair)
42. Procedures to install SSL Certificate (tomcat) from Network Solutions
43. Probe not starting due to Socket Exception. No buffer space available
44. Probes not upgrading to 7202 ppm (only for 7200 ppm upgrade) 
45. Issue in adding file monitor
46. Daylight savings
47. Log analyzer output
48. Steps to take thread dump
49. Problem with SMS Notification
    
50. Communication with the Central server down since

1. Antivirus software blocking MySQL
   MSPCenter uses MySQL version 5 which fails to start when McAffee, Symantec kind of AntiVirus tools lock the mysql files while scanning. So please exclude central/mysql folder from your antivirus scan.
   
2. Backup software blocking MySQL
   Same case as above. MySQL doesn't like your backup agent either. Stop your backup agent and then start MSP Center.
   
3. Windows firewall blocking Java.exe, MySQL.exe
   Sometimes if you fail to notice the popup that prompts you to unblock the MSPCenter java and mysql executables then central won't start.
   
4. Unable to start MySQL - port occupied
   MySQL wont start if its default port 23306 is occupied by some other service such as a blackberry server. So please check if anyother service is occupying port 23306 and if it does so, stop it.
   
5. Unable to start MySQL loopback not resolving
   Open the file c:windowssystem32driversetchosts.FILE . Check if 127.0.0.1  is pointing to localhost. If not add this entry. Also open c:programfilesadventnetmecentralconfdatabase_params.conf and change url jdbc:mysql://localhost:23306 to url jdbc:mysql://127.0.0.1:23306.
   
6. Not enough hardware resources
   For production systems we recommend 4GB of RAM dedicated for MSPCenter. If you are just trying the product ensure that atleat 2GB of RAM is available for the MSP Center. Anything less than this might result in slow performance or failure to start.
   
7. Tomcat port 443 occupied
   MSP uses port 443 for tomcat by default. Before launching the client MSP will check whether the port is FREE; if the port is occupied by any other process then central will fail to start
   
8. Central's IP address changed
   Central server references the machine's IP address in a conf file and tries to connect to itself before launching. If the IP address of the server is modified then central wont start.
   
9. Improper third party certificate
   Central will try to connect to itself using ssl during the startup process. this process gets stuck if the certiciate is not proper.
   
10. EventDB table size grown beyond limit
    Sometimes unwanted traps flood causes EventDB to grow to few GB in size causing trouble while starting.
    
11. Improper shutdown
    Sometimes when the product is shutdown during partial startup process it creates problems while restarting.
    

1. Start the product in command prompt and send us a screenshot
2. Zip and email the central/logs folder to us

1. Incorrect central IP referred in probe/conf/NOCServerDetails.xml
   Ensure that the APACHE_NAME in probe/conf/NocServerDetails.xml points to the right central IP/url
   
2. Antivirus software blocking MySQL
   MSPCenter uses MySQL version 5 which fails to start when McAffee, Symantec kind of AntiVirus tools lock the mysql files while scanning. So please exclude central/mysql folder from your antivirus scan.
   
3. Backup software blocking MySQL
   Same case as above. MySQL doesn't like your backup agent either. Stop your backup agent and then start MSP Center.
   
4. Windows firewall not allowing java.exe or mysql.exe
   Sometimes if you fail to notice the popup that prompts you to unblock the MSPCenter java and mysql executables then central won't start.
   
5. MySQL port occupied
   MySQL wont start if its default port 23306 is occupied by some other service such as a blackberry server. So please check if anyother service is occupying port 23306 and if it does so, stop it.
   
6. Loopback not resolving
   Open the file c:windowssystem32driversetchosts.FILE . Check if 127.0.0.1  is pointing to localhost. If not add this entry. Also open c:programfilesadventnetmecentralconfdatabase_params.conf and change url jdbc:mysql://localhost:23306 to url jdbc:mysql://127.0.0.1:23306.
   
7. Not enough hardware resources
   For production systems we recommend 4GB of RAM dedicated for MSPCenter. If you are just trying the product ensure that atleat 2GB of RAM is available for the MSP Center. Anything less than this might result in slow performance or failure to start.
   
8. Port 443 occupied
   MSP uses port 443 for tomcat by default. Before launching the client MSP will check whether the port is FREE; if the port is occupied by any other process then central will fail to start.
   
9. Probe machine's ip address changed
   Probe server references the machine's IP address in a conf file and tries to connect to itself before launching. If the IP address of the server is modified then probe wont start.
   
10. Certificate applied on central but files not copied on probes
    If you have applied any SSL certificate on the central server recently, then please do the following 1) stop the probe service 2)go to start->run->cmd 3) execute sslgen.bat from c:programfilesadventnetmeprobein folder and then 4)start the probe server by executing startdms.bat from c:programfilesadventnetmeprobein folder
    
11. Communication between central and probe is not stable
    This happens rarely for some customers if they are using a weak network connection or something
    
12. Probe and central are in different version
    Go to start->run->cmd and then execute c:programfilesadventnetmeprobeinstartdms.bat. This will start the probe and will also tell you if both probe and central are in same version or different version.
    

1. Stop the service
2. Go to start->run->cmd and then launch probe/bin/startdms.bat
   
3. Send us a screenshot of the command prompt
4. Zip the probe/logs folder and email that to us

 Probe not polling
This is a critical alert which refers to a state where the probe has stopped polling for all devices because of a WMI thread locking issue caused by some bad device.  To rectify this issue please go through the following presentation

• first check if the devices monitored by these probes are showing the current data (ex: open a device snapshot page and click on the cpu dial and check )
• if the data is not current then
  • it means the probe is not sending the data to central.
  • go to probe machine and see if the probe/data/ folder has large number of files in it
    
  • restart probe in command prompt mode (probe/bin/startdns.bat) and check if the above folder reduces in size
    
• if the data is current then
  •  it could be a false alarm generated by the following
    
  • there is no such active probe : you might have created a probe earlier and then deleted it. but the folder is still available under centraldata eceived directory
    
  • duplicate probe : you might have created a Probe with the same name and would have deleted it earlier. But the folder of the old Probe will is still available under centraldata eceived.
  • Steps to solve the above problems
    
    • Please go to this path: Program FilesAdventNetMEcentraldata eceived and check whether there is any other folder other than the active probes which are in admin->probes list
      
    • From Central web client go to Network monitoring>Admin>Probes and delete the old probe if it is present.
    • Then clear the alarm.

• Try to login to the central web client from that probe (which does not communicate which the central). If you could connect then there is no issue with the communication.
  
• Open the NocServerDetails.xml [probeconf] file of the probe and check whether the NOCServerName is the same that of Central's IP/NAT IP. If not then change the NOCServerName. Restart the Probe once. Now the Probe could able to connect to the Central.

1. Rename the Probe's logs folder [probe].
2. Start the Probe from the command prompt using startdms.bat [probein].
3. Send us the new logs.

1. Go to the End device which you are monitoring and go to services.msc.
2. Check whether the SNMP service is installed and running.
3. If yes then go to properties of SNMP service and under security tab check the read community string.
4. Accept SNMP packets from any host should be checked, If the second option is checked then the ip/name of the probe server should be entered there.
5. While discovering the device make sure you provide this community string.

1. Start->Run->Firewall.cpl in the end machine which you need to access from MSP Center Probe
   
2. Open the exceptions tab
3. Click on Add Port
4. Give the port name (your choice ex: SNMP, WMI etc) and port number
   
5. Ports for SNMP : UDP 161 and UDP 162
6. Port for WMI : TCP 135, and TCP 445

1. Login to the probe and in the command prompt goto probemysqlin and execute,
   mysql.exe -u root -P 33306 dmsdb
2. Then execute,
   delete from downtimestart where elementid in (you need to list of elementid's of devices for which availability is showing as red);
   
   eg.: delete from downtimestart where elementid in (value1,value2.......);
3. Restart the Probe. This should solve the issue.
   

1. Open Submit Query.
2. Execute select * from managedobject where displayname like 'devicename'
3. Now select the moid value and Similarly collect the moid value for all other devices which are having the problem

1. WMI service is not running
   To solve this go to start->run->services.msc and look for Windows Management Instrumentation service. If this is stopped, start the service. If it is already running you can try restarting it.
   
2. The password used is incorrect
   Sometimes the password you use could be incorrect. Please ensure that you provide username in this format domainname/username and not just username for the devices.
   
3. Windows firewall is blocking WMI traffic
   Please stop windows firewall so that WMI can work. Or else you can just open the WMI port 135 and 445 for both inbound and outbound
   
4. DCOM is not configured
   Do the following in the device that is to be monitored via WMI. Go to start->run->dcomcnfg to launch component services windows. Expand console root->component services->computer. Right click computers and choose properties. Choose default properties in the property window. Enable 1) Distributed com and 2)Com internet services. Set the default authentication level to default. Set the default impersonate level to impersonate.
   
5. Security policy not configured
   Do the following in the device that is to be monitored via WMI. Go to start->run->secpol.msc. Expand security settings-> local policies->security options. In the right side UI look for "network access sharing and security model". Ensure that it is "classic local users" - local users can authenticate as themselves.
   
6. Check whether WMI is working via the WMIMGMT tool
   Go to start->run->wmimgmt.msi. Right click on the WMI Control(Local) and choose connect to another computer. Give the target machine's name here and click OK. Now on the left hand side you should see WMI Control (target machine). Now right click and choose properties. If you see any error in the UI it means WMI is not fully configured in that machine.
   
7. Check if probe is installed on administrator login or user login
   While installing the probe if you have installed as a user than an Administrator then this problem might occur. So go to start->run->services.msc and right click on the ManageEngine MSP Center Probe service and provide the LOGON details.

• The authentication failure is a trap generated from the end device which is picked up by MSP and converted into an alarm.
• The authentication failure alarm generates when any monitoring system is trying to query the device with a wrong community string, it might be MSP or any other monitoring system in the network.
• Please make sure in all the monitoring systems you have the right community string for the devices which are creating the authentication failure alarms.
• If you do not want to receive traps from the device, then go to that device and remove the probe IP/Name from the trap destination.

1. Create a new Probe under network monitoring>admin>probes.
2. Then download the probe key and extract it over the probeconf folder.
3. Run ssl_gen -f present under probein from command prompt.
4. Start the Probe it should be fine.

1. Open the seed.file from centralconf and probeconf.
2. In that file search for REDISCOVERY="TRUE" and change it to REDISCOVERY="False". You need to do it on all the probes.
3. Then restart the Probe and the Central for the changes to take effect.

• Check if the given username and password is correct. Select "Windows Service Monitors -> Add Monitor" from the Device snapshot page and choose "Click here to list services from this device". You should get the list of services in this device. Else, the given username and password is incorrect. Or, the DCOM Configuration is not improper.
• In Admin > Event Log rules, ensure that "Any application event" is not ignored.
• Try clearing the events from the Event Viewer and start monitoring the event log rules.
• Ensure that the option "Monitor event log for this device" is enabled in the Device Snapshot page through Actions -> Event Log rules. Also, select the event logs that you wish to monitor.

Issue: While adding a new device to the network, it will prompt with the error "Device already exist".

Reason: This happens in case of partial data removal of the same device from the database.

Resolution:

1. Extract this MSPRemoveDBEntries.Zip file to the Central installation directory. This will create a new folder "RemoveDBEntires" and 4 files will be kept under that folder.
2. Run the script RemoveDBEntries.bat both using IP Address and Device name. Make sure the server is running, when you execute the script. This script will remove the partially added entries from the database.
   
   RemoveDBEntries script accepts the device name and ip address as argument.
   
   cmd> cd [Central/Probe Home]/RemoveDBEntries
   cmd> RemoveDBEntries.bat IPaddress
   cmd> RemoveDBEntries.bat <devicename>
   
   Example:
   RemoveDBEntries.bat">CentralRemoveDBEntries>RemoveDBEntries.bat 192.168.12.34
   RemoveDBEntries.bat">CentralRemoveDBEntries>RemoveDBEntries.bat rex.india.com
   RemoveDBEntries.bat">ProbeRemoveDBEntries>RemoveDBEntries.bat 192.168.12.34
   RemoveDBEntries.bat">ProbeRemoveDBEntries>RemoveDBEntries.bat rex.india.com
   

   Note: You need to remove the device both from the central as well as probe database .. , and readd from the probe side.

3. After executing the script, please restart OpManager service and add the device.
   

1. Stop the Probe service. 
2. Open Task Manager and "End" the java.exe, mysqld-nt.exe, wrapper.exe processes.
3. Open the command prompt and execute the following :
   cmd> cd [Probe-Home]in
   cmd> startmysql.bat
   
4. Open another command prompt and execute the following :
   cmd> cd [Probe-Home]mysqlin
   cmd> mysqldump.exe -u root -P 33306 --skip-lock-tables --databases dmsdb > mysqlbackup-dmsdb.sql
   
5. Move the file 'mysqlbackup-dmsdb.sql' from [Probe-Home]mysqlin to [Probe-Home] folder
6. Open another command prompt and execute :
   cmd> cd [Probe-Home]in
   cmd> stopmysql.bat
7. Exit from all command prompts so that the folder [Probe-Home]mysqlin is not in use.
8. Rename [Probe-Home]mysql folder as [Probe-Home]mysql-old
9. Download the mysql version 5 from the url:
   http://bonitas.zohocorp.com/customer_uploads/2009_9_11_11_24_45_mysql_windows.zip
   
10. Extract this zip in the [Probe-Home] folder. Move the [Probe-Home]mysql_windowsmysql to [Probe-Home] folder. [ ie., [Probe-Home]mysql folder should contain bin, data, share etc... ]
11. Rename the file 'startmysql.bat' in the [Probe-Home]in folder as 'oldstartmysql.bat'.
12. Download the attached startmysql.txt file as 'startmysql.bat' in the [Probe-Home]in folder. [ You have to rename the .txt extension as .bat. This is possible through the command prompt with the command 'move startmysql.txt startmysql.bat' in the [Probe-Home]in folder ]
13. Open a command prompt and execute :
    cmd> cd [Probe-Home]in
    cmd> startmysql.bat
    [ Note that the new startmysql.bat file is executed ]
    
14. Open another command prompt and execute :
    cmd> cd [Probe-home]mysqlin
    cmd> mysql.exe -u root -P 33306 < ....mysqlbackup-dmsdb.sql
    
    Wait until you get back to the command prompt.
15. Execute these commands in the same command prompt:
    cmd> mysql.exe -u root -P 33306 dmsdb
    mysql> ALTER TABLE MailServer ADD COLUMN SECUREMODE BOOLEAN;
    mysql> UPDATE MailServer SET SECUREMODE=false;
    mysql> exit
    
16. Open another command prompt and execute the commands :
    cmd> cd [Probe-Home]in
    cmd> stopmysql.bat
    
17. Execute these commands in another command prompt :
    cmd> cd [Probe-Home]in
    cmd> UpdateManager.bat
    
18. Follow the on-screen instructions to install the service pack.
19. Once the upgrade is complete, Start the probe from the command prompt as in
    cmd> cd [Probe-Home]in
    cmd> startdms.bat
    

1. Open the File Serverparameters.conf under centralconf.
2. Change the NAT_NAME and NAT_PORT to the Public IP of your central server and port on which your central server is running respectively.
3. Remove the '#' symbol before the NAT_NAME and NAT_PORT.

1. Download and extract the pdlastvalues-fix.zip file to the following path on the Central server.
   centralclasses
   
2. Restrart the Central service once. This should fix the issue.

1. Stop the central server
2. Run the centralinackupackupdb.bat
   
3. Start MySQL
   
4. download the batch file from the link below and save it to C:ProgramFiles AdventNetMECentral7100upgradefix.bat.
   http://bonitas.adventnet.com/customer_uploads/2009_4_21_12_52_52_upgradefix.rar
5. Execute the batch file.
6. Send the following files to support@mspcenterplus.com : 1) CentralDuplicateEntries.txt  and 2) CentralconfdoGraphToPollMap.xml

1. Stop the probe server.
   
2. Download and save the upgradefix.bat file under Probe directory from the below link.
   http://bonitas.adventnet.com/customer_uploads/2009_4_21_12_52_52_upgradefix.rar
3. Go to Probe/bin> and execute startMySQL.bat.
4. Go to Probe/> dir and execute the batch in Probe upgradefix.bat file.
5. Go to Probe bin and execute stopMySQL.bat.
6. Send us the DuplicateEntriesProbe.txt file under the probe directory
7. Also send us the graph to poll map from probeconfdo.

1. Go to services.msc in the central machine.
2. Open the properties of "ManageEngine Desktop Central 6"
3. Click on Log on tab and provide the administrative user name and password.
4. Restart the central service.
5. Go to MSP Dashboard and click on a particular customer.
6. Click on Recreate agent button. Do it for all the customers.
7. Now download a new MSI file of Desktop Central agent from central and then try to install the agent.
8. Remove the agent which is already installed and then install it using the new MSI file.

• Discovery process might still continue in the Probe. Wait for some time (20 to 30 minutes) and then check the Central.
  
• Discovered devices might have fallen under some other category in the Central. In the Central search the devices by their IP Address. If not, also search by network.

1. Ensure that you have atleast 10 GB of free space in the Central and Probe server for the upgrade.
2. Ensure that a folder backup of the Central and Probe installation is done prior to the upgrade.
3. Ensure that the Central and Probe are communicating properly through a manual check on the number of files to be sent to the central from the probe in the [probe-home]data ilestoSend folder. The number of files should preferrably be less than 5. Else, stop the probe service, start the probe from the command prompt through [Probe-Home]instartdms.bat and wait until all the files are sent.
4. Once these are done, you can start the upgrade all by yourself and in case, you land into any problems, call the support staff @ 1-925-965-6200 for immediate assistance. Immediate assistance should be accompanied with Remote access to the Central server so that debugging the failure and starting the upgrade from thereon, would be easier.

• On clicking "connect" it says "Connect Anyway. Windows remote control active.". But clicking on "connect anyway" doesn't work.
• On clicking connect it says "unable to connect"

1. Stop the agent services "ManageEngine Desktop Central 6 - Remote Control" and "ManageEngine Desktop Central 6 - Agent"
2. Rename desktopcentral_agentindcrdservice.exe to dcrdservice.exe.old
3. Download this file dcrdservice.exe
4. Save it under desktopcentral_agentin folder.
5. Start the agent services

• Port number mentioned in the ports.properties file [/program files/adventnet/me/central/conf] may be wrong from the actual port number used
• Some application could be using the port

1. Open ports.properties file [/program files/adventnet/me/central/conf] and check whether the helpdesk port number has been changed.
   SCP_WEBSERVER_PORT=8080 (8080 is the default port)
   
2. If the port number has changed, then change it back to the original port number and save the file.
3. Restart the services for the changes to take effect.
4. Check If the helpdesk port is occupied by some other application
5. If another application is using the port , then free the port and restart the "Manageengine opmanager central" service and all other Manageengine services.
6. Check if the "Manageengine supportcenter" service stays up and running.

• Check whether any antivirus software is running during the installation. If so, then stop it and try installing the Agent again.
• If you are installing the Agent on Windows Vista devices, then disable the User Account Control and try installing the Agent again. Kindly use below mentioned command to install the agent in your machine and send us the "install.log" file. This will be very helpful for us to analyze the issue further.
  msiexec /package "c:DesktopCentralAgent.msi" /lex c:install.log

Procedures to install GODADDY SSL certificate in MSP Center plus

Procedure for getting Godaddy SSL Certificate for Tomcat webserver:

Central Server:
Following commands are to be executed from the command prompt in the directory <Central_Home>jrein       (Central_Home will be commonly C:Program FilesAdventNetMECentral)

Step 1 :

C:AdventNetMECentraljrein>keytool.exe -keysize 2048 -genkey -alias CentralSSL -keyalg RSA -keystore server.keystore  (Godaddy needs a CSR to be generated with a keylength of 2048 or 4096)

Enter keystore password:  (enter password, for example : storepw)
What is your first and last name?
  [Unknown]:  (enter the domainname with which you want to connect , for example : (mspcenterplus.com)

What is the name of your organizational unit?
  [Unknown]:  (enter the name of your organization, for example : MSPCenterPlus)

What is the name of your organization?
  [Unknown]:  (enter the name of your organization, for example : zohocorp or MSPCenterPlus)

What is the name of your City or Locality?
  [Unknown]:  (enter the name of the city, for example : Austin, New York, Hounslow, Hammersmith etc..)

What is the name of your State or Province?
  [Unknown]:  (enter the name of state the above city belongs to, for example : Texas, New York, London etc..)

What is the two-letter country code for this unit?
  [Unknown]: (enter the two letter country code for the state, for example : TX, NY, LN etc..)
Is CN=www.mspcenterplus.com, OU=MSPCenterPlus, O=AdventNet, L=Austin, ST=Texas, C=TX correct?
  [no]:  Yes

Enter key password for <CentralSSL>
        (RETURN if same as keystore password):  storepw


Step 2 :

C:AdventNetMECentraljrein>keytool.exe -certreq -keyalg RSA -alias CentralSSL -file certreq.csr -keystore server.keystore (Creates the certreq.csr , which is to submitted to the CA for obtaining certificates)
Enter keystore password:  storepw

(Take a backup of the server.keystore AND  certreq.csr , located in the path <Central_Home>jrein  for re-use , if you need to starover again from beginning due to some error in the upcoming steps)

Step 3 :

Use the Certificate Service Request file, as in step 2, certreq.csr file, to generate the SSL Certificates for your domain ( in this example, it is www.mspcenterplus.com )

Further down, the steps listed are those associated with GoDaddy. The steps differ based on the SSL Provider you choose.

Step 4 :

Installing Root certifcate
[The root certifcate valicert_class2_root.cer can be downloaded from the following link https://certs.godaddy.com/anonymous/repository.seam (we do not support DER format)]

C:AdventNetMECentraljrein>keytool.exe -import -alias root -keystore server.keystore -trustcacerts  -file c:cert alicert_class2_root.crt  {c:cert is the path where the valicert_class2_root.crt file is present}
Enter keystore password:  storepw


Certificate was added to keystore


Step 5 :

Installing gd_cross_intermediate certifcate

C:AdventNetMECentraljrein>keytool.exe -import -alias cross -keystore server.keystore -trustcacerts -file c:certgd_cross_intermediate.crt
Enter keystore password:  storepw

Certificate was added to keystore


Step 6 :

Installing gd_intermediate certificate

C:AdventNetMECentraljrein>keytool.exe -import -alias intermed -keystore server.keystore -trustcacerts -file c:certgd_intermediate.crt
Enter keystore password:  storepw

Certificate was added to keystore


Step 7 :

Installing certificate specific to your domain

C:AdventNetMECentraljrein>keytool.exe -import -alias CentralSSL -keystore server.keystore -trustcacerts -file c:certmanagedonline.net.crt       (example)
Enter keystore password:  storepw

Certificate reply was installed in keystore


Step:8

C:AdventNetMECentraljrein>keytool -export -keystore server.keystore -alias CentralSSL -storepass storepw -file e: emp.cer  (e: emp.cer is the path where the keystore is exported temporarily)

1. Connect to the probe database.
2. Execute the following queries
   1. Query with displayname:
      
      Syntax:
      select * from managedobject where displayname like '%<name (or) ip-address of the device>%';
      
      Example:
      select * from managedobject where displayname like '%shgfvoip.novusint.com.novusint_hq%';
      (or)
      select * from managedobject where displayname like '%2.168.10.4%';
   2. Query with name:
      
      Syntax:
      select * from managedobject where name like '%<name (or) ip-address of the device>%';
      
      Example:
      select * from managedobject where name like '%shgfvoip.novusint.com.novusint_hq%';
      (or)
      select * from managedobject where name like '%2.168.10.4%';
      
      Note : Try all the four combinations, you might find an entry for any of the above queries.
   3. If you don't find any entries in the Probe database, execute the above steps in Central database.
      
3. Note down the exact name of the device and the moid value obtained from the above query (This will be used as arguments for the RemoveDBEntries.bat script)
4. Download the attached RemoveDBLatest.zip file from the link below and extract it to Central and Probe home folders.
5. Rename the "RemoveDBLatest" folder available under Probe home directory [\probe] to "RemoveDBEntries".
6. In Probe server, from the command prompt execute removedbentries.bat [\probe\RemoveDBEntries].
   
   Syntax:
   /program files/adventnet/me/probe/RemoveDBEntries>removedbentries.bat  <name of the device>  <moid value>
   
   Example:
   /program files/adventnet/me/probe/RemoveDBEntries>removedbentries.bat  shgfvoip.novusint.com.novusint  111254
   
7. Rename the "RemoveDBLatest" folder available under Central home directory [\central] to "RemoveDBEntries".
8. In Central server, from the command prompt execute removedbentries.bat [\central\RemoveDBEntries].
   
   Syntax:
   /program files/adventnet/me/central/RemoveDBEntries>removedbentries.bat  <name of the device>  <moid value>
   
   Example:
   /program files/adventnet/me/Central/RemoveDBEntries>removedbentries.bat  shgfvoip.novusint.com.novusint  111254
   
9. Restart both Central and Probe services for the changes to take effect.
10. Add the device again from the Probe web client.
    

1. Execute the command "netstat" in command prompt and see if there are large number of connections in TIME_WAIT mode...
2. If true, then follow the instructions provided in the Microsoft knowledge base link given below:
   http://support.microsoft.com/default.aspx?scid=kb;EN-US;196271

1. Extract the attached zip in probe home directory.
2. Open a command window.
3. Go to <Probe Home>/bin/
4. Run the command UpdateManager.bat
   ie [<probe home>/bin/UpdateManager.bat]
5. Please browse the ppm 'AdventNet_ManageEngine_OpManager_7_0_SP-2_0_2.ppm' available in '<probe home>/Patch/' folder.
6. Install this patch.
7. Once installation is completed, start the probe.
   

• Check out for the exception "Unknown column 'File_Monitor_File_Size.SIZECONDITION" in stderr.txt [<central/probe> home/logs].
  
  
• Check for the column names SIZECONDITION, AGECONDITION and NOCONDITION in file_monitor_file_size, file_monitor_file_age and file_monitor_no_of_files tables respectively, using Submit Query. If the column name is 'CONDITION', follow the troubleshooting steps to change the column name. Check the column names in both Central and Probe.
  
  

• ALTER TABLE file_monitor_file_size CHANGE `CONDITION` `SIZECONDITION` INTEGER;
• ALTER TABLE file_monitor_file_age CHANGE `CONDITION` `AGECONDITION` INTEGER;
• ALTER TABLE file_monitor_no_of_files CHANGE `CONDITION` `NOCONDITION` INTEGER;

1. Update your OS for daylight savings. Refer this URL http://support.microsoft.com/gp/cp_dst
2. Download the dst patch for JAVA from SUN website. Refer this link 
3. Stop MSPCenter
4. Extract the zip from sun website and place the tzupdater.jar in the central/lib folder.
5. Download the attached dstupdater.bat file and place it under /central/bin folder. Rename the attached .txt files to .sh or .bat
6. Execute the dstupdater.bat from the /central/bin folder.
7. Start MSPCenter.

1. Download stack trace from http://www.adaptj.com/main/stacktrace
2. Install stracktrace.
3. Open stracktrace.
4. Browse the java process and take threaddump.
5. Take threaddump for all java processes.
6. put it in a word doc and email to support@mspcenterplus.com Or use the email option in the tool.

Note: If you don't have Java installed, then download Java and install it. While intalling stacktracke, it asks for java.exe and javaw.exe files. You can browse to the installed Java/bin directory.

1. First clear the entries in the table sms_out by following the procedures below
   1. Connect to central server's database.
   2. Execute the following query
      delete from sms_out:
2. Ensure whether you have entered the correct baud rate in the smsserver.conf.
   1. Open the smsserver.conf file [central/conf].
   2. Look for the entry "serial.baud=" and make sure it has the correct baud rate settings configured (Baud rate settings configured here should match with the rate supported by the sms modem).
   3. If the baud rate is mentioned wrongly, then correct it.
3. Take a backup of DataManagement.xml file [central/conf].
   1. Open this file and look for the following entries
      
      <DATA_CLEANUP id="CLEANUP_SMS_DATA" executeInterval="1" executeIntervalUnit="DAYS"
      className="com.adventnet.me.opmanager.server.dataarchiver.DefaultDataCleanupIfcImpl">
      <PROPERTY name="TABLE_LIST" value="SMS_OUT"/>
      <PROPERTY name="TIME_FIELD" value="DISPATCH_DATE"/>
      <PROPERTY name="CLEANUP_DATA_OLDER_THAN" value="7"/>
      <PROPERTY name="CLEANUP_DATA_OLDER_THAN_UNIT" value="DAYS"/>
      </DATA_CLEANUP>
      
   2. Replace the line
      <PROPERTY name="CLEANUP_DATA_OLDER_THAN" value="7"/>
      with
      <PROPERTY name="CLEANUP_DATA_OLDER_THAN" value="1"/>
      
      After the changes the file should look like the following
      
      <DATA_CLEANUP id="CLEANUP_SMS_DATA" executeInterval="1" executeIntervalUnit="DAYS" className="com.adventnet.me.opmanager.server.dataarchiver.DefaultDataCleanupIfcImpl">
      <PROPERTY name="TABLE_LIST" value="SMS_OUT"/>
      <PROPERTY name="TIME_FIELD" value="DISPATCH_DATE"/>
      <PROPERTY name="CLEANUP_DATA_OLDER_THAN" value="1"/>
      <PROPERTY name="CLEANUP_DATA_OLDER_THAN_UNIT" value="DAYS"/>
      </DATA_CLEANUP>
4. Save the changes and restart the central service once.