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LANDesk Support Update

LANDesk Support Update. User Groups – Q4-2008. The LANDesk Community. Community – Overview. LANDesk Community is the people who use our products LANDesk support team, developers and SEs Partners / ESPs Customers Everyone who uses our product has different knowledge

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LANDesk Support Update

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  1. LANDesk Support Update User Groups – Q4-2008

  2. The LANDesk Community

  3. Community – Overview • LANDesk Community is the people who use our products • LANDesk support team, developers and SEs • Partners / ESPs • Customers • Everyone who uses our product has different knowledge • Combined knowledge of these people is a very valuable resource • Purpose of Community is to enable these people to share knowledge with each other • Everyone gets smarter

  4. Community - Website • Best source of technical information for people who use LANDesk products • One website combines knowledgebase, forums, downloads, blogs, and support portal • Shared login • Ability to search all content from one place • Available to EVERYONE

  5. Community - Forums • Anyone can post a question, anyone can answer it • Easy to collaborate with experts • Learn from fellow customers and their real-world examples, experience, and best practices • (50% of answers provided in the community are from people who don’t work for LANDesk) • Reputation system to recognize top contributors • People who ask the questions decide which answers are best and reward points accordingly

  6. Community - Knowledgebase • Content includes: • Solutions to incidents reported to support team • BKM documents and troubleshooting guides • Tips and tricks from customers and partners • Interactive knowledge • Anyone can contribute knowledgebase content (even you!) • Users can comment on articles – automatically notifies the article author to review the comment and article • Users can rate articles – highest rated articles have increased visibility

  7. Community – Support Portal • LANDesk PMA/EMA customers can use the support portal to open and manage incidents with the Customer Support team • Integrating the portal with the community site enables single-sign on across both systems • Access the portal at: http://community.landesk.com/support/community/portal • Suggestions for improvement are ALWAYS welcome

  8. Agent Installation Issues

  9. Agent Install Top Issues Machine no longer detected in the console after upgrade Running uninstallwinclient.exe does not remove all services One or more services (policy.invoker, TMCsvc, etc) are missing Inventory scans aren't being set to core server after agent upgrade

  10. Agent Issues - The Problem • The Microsoft API calls LANDesk uses for agent updates do not allow children of a given process to kill the parent process’s with an open socket. This may cause problems agent upgrade due to the Alerting functionality which may have inherited rights to the parent socket if in use. When the Alerting Agent (collector.exe) cannot be stopped, this process keeps the CBA agent from fully stopping and thus when the uninstall attempts to run only part of the CBA agent is removed. This essentially means that since we launch the upgrade process with residentagent.exe, we can’t kill the process to update it because it is now the parent of the update process. This problem will cause different end results as indicated by the previous slide.

  11. Agent Issues – The Fix http://community.landesk.com/support/docs/DOC-4449 LANDesk now recommends using Advance Agent for ALL agent upgrades for 8.7 and 8.8 because of the before mentioned parent / child termination problem. Since Advance Agent runs it’s own service, all components / services of the existing installed agent can be terminated and upgraded. This post SP2 patch should also be applied http://community.landesk.com/downloads/patch/CLN-977388.2-2.zip Read the FAQ: http://community.landesk.com/support/docs/DOC-4686

  12. How to troubleshoot Integrated Security Remote Control

  13. Troubleshooting Process • Step 1 - Verify the security type is set to 9. • Step 2 - Obtain all the logs. • Step 3 - Determine where in the integrated security process, the failure is occurring. • Step 4 - Search the Community for Errors

  14. Step 1 – Verify the security type is 9 • On the Agent workstation, check the following key in the registry: • HKLM\Software\Intel\LANDesk\WUSER32DWORD: SecurityType

  15. Step 2 – Obtain all the logsViewer Logs

  16. Client Logs

  17. Core Server Logs

  18. Step 3 - Determine where the failure occurs The LANDesk Remote Control Process • Remote Control Viewer connects to agent on port 9535. • Agent responds with security type 9 which means Integrated Security.

  19. Console contacts the Core Server’s RemoteControlServices.asmx web serviceNote: Please review this Community Article:Understanding Remote Control User Authenticationhttp://community.landesk.com/support/docs/DOC-4670

  20. The Core Server queries for rights from the database for the user. • The Core Server sends and ldping to the client and requires a response. • The Core Server checks if user is in the Managementsuite group.Note: the LANDesk1 COM+ Application identity is used to enumerate groups on the domain. Any failures to enumerate groups on the domain are logged tot his file: UserValidatorErr.txt. Troubleshooting this is the same as troubleshooting the Unable to Validate errors when open the web console: LDMS 8.8 Matrix for successful authentication when logging into the Web Consolehttp://community.landesk.com/support/docs/DOC-3020

  21. Core Server sends the signed rights document to the Remote Control Viewer. • If permission is granted in the signed rights document, the Remote Control Viewer is allowed to establish a session with the agent.

  22. Step 4 – Search the Community If you find an error, such as the following: ERROR on 10/31/2008 12:13:11 PM with user CALDOR\Administrator, and core vm88: GetGroupUsers() : NetGroupGetUsers failed with an ERROR_LOGON_FAILURE code. IIS may not have permission to query the domain for group information. Then you search the Community for “NetGroupGetUsers failed”, you will find these and more articles: Doc-3012 - The account used for the LANDesk1 COM+ Application Identity is lockedDoc-3006 - User is in a nested Active Directory Security Group - Global group with default LANDeskComPlus identity

  23. LANDesk Antivirus

  24. LANDesk Antivirus • Using LANDesk Antivirus over WAN links • Option added for “View as report” in Antivirus Activity and status information Window.

  25. LANDesk Antivirus • Using LANDesk Antivirus over WAN links:To make this work effectively you should read the following community article:http://community.landesk.com/support/docs/DOC-3197 • And apply the following patch:AV-2079588.2

  26. LANDesk Antivirus

  27. LANDesk Antivirus • Option added for “View as Report” in Antivirus Activity and status information window. • Patch AV-1265688.2 adds this right-click reporting option.

  28. LANDesk Power Management

  29. LANDesk Power Management • LANDesk Power Management FAQ:http://community.landesk.com/support/docs/DOC-3237 • How LANDesk Power Management Works:http://community.landesk.com/support/docs/DOC-4592

  30. LANDesk Inventory and Software Monitoring

  31. Limit/Prevent Software Scanning • [Exclude Folders] • /RSS /F- • http://community.landesk.com/support/docs/DOC-4464

  32. SLM Office Data is incorrect • Main office suite data is correct • Office applications that are not part of the main suite and are not the same version as the main suite will report incorrect usage data • http://community.landesk.com/downloads/patch/SLM-2027487.6-2.zip

  33. LANDesk File Downloading

  34. Why add Downloading Technologies • Reduce WAN traffic • If download is interrupted do not lose the work that was done • Allow for distributed environment • Allow machines to get packages while out of network – LANDesk Management Gateway • Do not disturb other network traffic • Pre-stage packages to allow for faster deployments with less user disruption • Allow for authenticated share access

  35. Downloading Technologies • Checkpoint Restart • Targeted Multicast • Local cache • Peer to Peer • Subnet Aware Downloading • Preferred Server • Bandwidth throttling • Dynamic Bandwidth Throttling • Run From Source • Downloading to Clients through the Gateway

  36. Check Point Restart • LANDesk downloads use a byte level check point restart • - HTTP and UNC both use this technology • If a file download is interrupted then on resume the download will restart at the failed byte • What a partial looks like in SDMCache on the client • @@partial@@firefox.exe

  37. Targeted Multicast • Targeted Multicast • A Multicast domain is discovered • A Multicast Representative for the domain is selected • The files are Unicast to the Rep and then Multicast to the Domain • Multicast packets have TTL set to 1 can not cross a Router • Common Issues • Additional files failed to download • Cause 1: The TMC is UDP based and if packets are lost then the machine will fail out of the Task. • Cause 2: TMC is multicast traffic and requires that the switches and OS be using the Same version of IGMP • XP SP2 updated the version of IGMP causing many failures in Multicast • Cause 3:Switches isolated Multicast traffic causing discovery to find more Multicast subnet than actual Subnets • As a UDP based Protocol packets are sent multiple times to increase the robustness and reliability of Multicast.

  38. Local Cache • The agent installation creates a folder • \\Client\Program Files\LANDesk\Ldclient\SDMCache • This folder is used as a temporary storage location for files that are being transferred • Files are cleaned out of this folder automatically • Defaults are 2 days for clients and 14 days for MDR • MDR is only used in TMC task • Files in this folder and registered with the TMC service can be peer downloaded

  39. Peer to Peer • When the agent needs a file, a file discovery packet is sent to local peers • Peers respond with percentage of requested file in cache • If multiple peers have the file then the fastest response time is taken • Peer will only allow 7 remote peer connections

  40. Peer to Peer • Peer to peer downloading • Always attempted • If peer only is selected install will fail if not available on the local subnet • Issues • Selecting Peer download only in the Advance agent • If peer only is selected, make sure to Pre-cache the file • The files have timed out and been deleted from the SDMCache

  41. Peer to Peer File Discovery • TMC Service • Listens for File requests • File requests are verified against the files registered with the TMC service • When LANDesk downloads the file the file is automatically registered • If a file is to be manually added to the folder • Stop the LANDesk Targeted Multicast service • Add the files • Start the Service • What is registered on a client • Registrations are stored in the registry key • HKLM\software\Intel\LANDesk\LDWM\Distribution\Multicast\Cache files

  42. Peer aware downloading

  43. Overview • Order of locations attempted • Local cache • Peer • Preferred server • Source

  44. Subnet Aware Download

  45. Subnet Aware Download • Peer aware downloading • Limits remote downloading to a single computer • Collective bandwidth usage • Configured in Delivery methods

  46. Subnet Rep & Peer Download Step 1: LANDesk administrator schedules distribution to clients across the enterprise Step 2: The best Subnet Representative is selected in each subnet Step 6: Machines that were off turn on and are back on the network. They check with the Core Server for policies required and missed by the client. Step 5: If the best Subnet Representative fails or stops another machine will pickup where it left off and become that new Subnet Representative Step 4: Other targeted machines start to pull from another machine that already has parts of the package in it’s cache. Step 3: Subnet Representative begins the download of the package(s) L2 SWITCH L2 SWITCH L2 SWITCH ROUTER 256k ROUTER ROUTER T1 ON ON ON ON ON ON ON OFF OFF OFF OFF OFF OFF OFF CORE SERVER

  47. Preferred Server • This was designed to allow for distributed staging servers • Allow for authentication • Allow for clients to find the best Staging server • Invisible to the client when it is redirected • Allow for servers to only work for specific subnets

  48. Preferred Server • Ldredirect is the file responsible for this • Shares must be the same name • Directory structure must be the same on source and preferred server • Configured at the core • Didn’t want passwords from web console going over HTTP • Accessed from Preferred Server menu option in console • Passwords are only on the Core and the Client make a request to the Core to access a share

  49. Preferred servers

  50. Preferred Servers

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