Novell ZENWORKS LINUX MANAGEMENT 7.2 IR2 - ... User manual

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AUTHORIZED DOCUMENTATION
Novell ZENworks 7.2 Linux Management Troubleshooting Guide
ZENworks ® Linux Management
7.2 IR2
August 22, 2008
Troubleshooting guide

novdocx (en) 11 July 2008
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Contents 5
Contents
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About This Guide 7
Part I Installation, Upgrade, and ZENworks Database 9
1 Installation and Upgrade Troubleshooting Strategies 11
1.1 Troubleshooting the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
1.2 Troubleshooting the Upgrade Scripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Part II Policy Handlers 15
2 Policy Handlers Error Messages 17
2.1 General Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2.2 Remote Execute Policy Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
3 Policy Handlers Troubleshooting Strategies 25
3.1 General Troubleshooting Strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
3.2 Troubleshooting the Epiphany Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3.3 Troubleshooting the Generic GNOME Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3.4 Troubleshooting the Remote Execute Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
3.5 Troubleshooting the Text File Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Part III Event Monitoring 33
4 Event Monitoring Troubleshooting Strategies 35
4.1 Troubleshooting Event Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Part IV Inventory 37
5 Inventory Roll-Up Error Messages 39
6 Inventory Troubleshooting Strategies 43
6.1 Troubleshooting Inventory Roll-Up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
6.2 Troubleshooting Hardware Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Part V Disaster Recovery 47
7 Disaster Recovery 49
7.1 Safeguarding Your System through Backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
7.1.1 The Data Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
7.1.2 The Object Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

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7.1.3 The Package Repository . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
7.1.4 The zlmmirror Configuration Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
7.2 Safeguarding Your System through Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
7.2.1 Data Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
7.2.2 Object Store. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
7.2.3 Package Repository. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
7.2.4 Message Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
7.3 Restoring Your System after a Primary Server Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
7.3.1 Converting a Secondary Server to a Primary Server. . . . . . . . . . . . . . . . . . . . . . . . . 52
7.4 Moving Devices to the New Primary Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
8 Disaster Recovery Error Messages 55
Part VI Remote Management 57
9 Remote Management Error Messages 59
10 Remote Management Troubleshooting Strategies 63
Part VII Dell DTK 67
11 Dell Configuration Bundle Troubleshooting Strategies 69
Part VIII Package and Content Management 71
12 Package and Content Management Error Messages 73
13 Package and Content Management Troubleshooting Strategies 75
Part IX Preboot Services 79
14 Preboot Services Troubleshooting Strategies 81
A Documentation Updates 83
A.1 August 22, 2008 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
A.2 May 19, 2008 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
A.2.1 Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
A.2.2 Package and Content Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
A.3 August 23, 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
A.3.1 Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
A.4 May 21, 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
A.4.1 Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

About This Guide 7
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About This Guide
This guide includes troubleshooting strategies that you can use and error messages that might be
displayed for problems that could occur as you use Novell®ZENworks®7.2 Linux Management in
your production environment.
As administrators gain experience using Linux Management, some unusual or previously untested
implementation scenarios and undocumented product limitations might surface. We will gather this
feedback from Novell customers and add it to this guide as it becomes practical to do so.
The guide is intended for network administrators and is divided into the following sections:
Part I, “Installation, Upgrade, and ZENworks Database,” on page 9
Part II, “Policy Handlers,” on page 15
Part III, “Event Monitoring,” on page 33
Part IV, “Inventory,” on page 37
Part V, “Disaster Recovery,” on page 47
Part VI, “Remote Management,” on page 57
Part VII, “Dell DTK,” on page 67
Part VIII, “Package and Content Management,” on page 71
Appendix A, “Documentation Updates,” on page 83
Documentation Conventions
In Novell documentation, a greater-than symbol (>) is used to separate actions within a step and
items in a cross-reference path.
A trademark symbol (®, TM, etc.) denotes a Novell trademark. An asterisk (*) denotes a third-party
trademark.
When a single pathname can be written with a backslash for some platforms or a forward slash for
other platforms, the pathname is presented with a backslash. Users of platforms that require a
forward slash, such as Linux* or UNIX*, should use forward slashes as required by your software.
Feedback
We want to hear your comments and suggestions about this manual and the other documentation
included with this product. Please use the User Comments feature at the bottom of each page of the
online documentation, or go to Novell Documentation Feedback site (http://www.novell.com/
documentation/feedback.html) and enter your comments there.
Additional Documentation
For the latest documentation on installing or upgrading to ZENworks 7.2 Linux Management, see
the Novell ZENworks 7.2 Linux Management Installation Guide.
For the latest documentation on configuring and managing ZENworks 7 Linux Management, see the
Novell ZENworks 7.2 Linux Management Administration Guide.

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Installation, Upgrade, and ZENworks Database
I
9
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I
Installation, Upgrade, and
ZENworks Database
The following section provides solutions to problems you might encounter when installing the
Novell®ZENworks®7.2 Linux Management, or working with the ZENworks Database:
Chapter 1, “Installation and Upgrade Troubleshooting Strategies,” on page 11

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Installation and Upgrade Troubleshooting Strategies
1
11
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1
Installation and Upgrade
Troubleshooting Strategies
The following sections provide solutions to the problems you might encounter when installing or
upgrading to Novell®ZENworks®Linux Management:
Section 1.1, “Troubleshooting the Installation,” on page 11
Section 1.2, “Troubleshooting the Upgrade Scripts,” on page 13
1.1 Troubleshooting the Installation
“Install randomly fails when zlm-config fails to complete” on page 11
“Zmd hangs randomly on the managed device” on page 11
“Installation of signed packages using rug fails on SLES 9, NLD, and Red Hat platforms” on
page 11
“ZENworks Server installation on SLES 10 fails with the error, “Resolvable not found”” on
page 12
“How do I recover the password for the ZENworks Server?” on page 12
“Executing the rug ref command on the PPC, IPF, and zSeries devices results in exceptions
related to Inventory” on page 12
Install randomly fails when zlm-config fails to complete
Source: ZENworks Linux Management, Installation of the ZENworks Agent.
Action: Re-run zlm-config.
Zmd hangs randomly on the managed device
Source: ZENworks Linux Management, Installation of the ZENworks Agent.
Explanation: The ZENworks Agent (zmd) hangs on the managed device and displays the
message “zmd inactive” when the managed device is kept idle for more than a
day.
Action: Restart zmd on the managed device.
Installation of signed packages using rug fails on SLES 9, NLD, and Red Hat
platforms
Source: ZENworks Linux Management, Installation
Explanation: If the zmd security- level preference is set to signature, the installation of a
signed package using rug would fail with the following error: Unable to
verify package signature.
Action: Do the following:
1Verify signature manually using the following rpm command:

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rpm --checksig -v package_name
2Change the security- level preference to checksum or none as shown
below:
rug set security-level checksum
ZENworks Server installation on SLES 10 fails with the error, “Resolvable not found”
Source: ZENworks Linux Management, ZENworks Server
Action: Do the following:
1Remove the openldap2 package from the system by executing rpm -
e openldap2 command.
2Install the ZENworks Server. For detailed information on installing the
ZENworks Server, see “Installation” in the Novell ZENworks 7.2 Linux
Management Installation Guide.
How do I recover the password for the ZENworks Server?
Source: ZENworks Linux Management, ZENworks Server
Action: Do the following:
1After successfully installing the ZENworks Server components, take a
reliable backup of the following files:
/etc/opt/novell/zenworks/hibernate.cfg.xml
/etc/opt/novell/zenworks/tomcat/base/
server.xml
/etc/opt/novell/zenworks/serversecret
2Replace /etc/opt/novell/zenworks/serversecret with the
serversecret file that you have backed up in Step 1.
3In /etc/opt/novell/zenworks/tomcat/base/
server.xml, change the value of keystorePass and
connectionPassword to the values configured in backed up
serversecret file.
4In /etc/opt/novell/zenworks/hibernate.cfg.xml,
change the value of <property
name="connection.password"> to the values configured in
backed up serversecret file.
Executing the rug ref command on the PPC, IPF, and zSeries devices results in
exceptions related to Inventory
Source: ZENworks Linux Management; ZENworks Agent
Possible Cause: On the PPC, IPF, and zSeries devices, the rug set hardware-
inventory-enabled preference is set to True.

Installation and Upgrade Troubleshooting Strategies 13
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Action: Do one of the following:
Ignore the exceptions because Inventory is not supported for the PPC,
IPF, and zSeries devices.
To avoid the exceptions, set the rug set hardware-inventory-
enabled preference is set to False.
1.2 Troubleshooting the Upgrade Scripts
“Execution of the Upgrade Script Fails on Managed Devices Other Than SLES 10 and SLED
10” on page 13
“Execution of the Upgrade Script Fails on the SLES 10 or SLED 10 Managed Devices” on
page 13
Execution of the Upgrade Script Fails on Managed Devices Other Than SLES 10 and
SLED 10
Source: ZENworks Linux Management. Upgrade.
Possible Cause: The Remote Execute policy is not implemented on the device. To verify that
the policy has not been implemented, check that the /var/opt/novell/
zenworks/cache/zmd/policymanager/policies.xml file does
not have reference to the Remote Execute policy.
Action: Do the following on the managed device:
1Ensure that the zmd version is 7.1.100 by executing rpm -qi
novell-zenworks-zmd.
2Restart the zmd service by executing /etc/init.d/novell-zmd
restart.
Execution of the Upgrade Script Fails on the SLES 10 or SLED 10 Managed Devices
Source: ZENworks Linux Management, Upgrade.
Action: Do the following on the managed device:
1Ensure that the zmd version is 7.1.100 by executing rpm -zmd.
2Restart the zmd service by executing /etc/init.d/novell-zmd
restart.

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Policy Handlers
II
15
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II
Policy Handlers
If the Policy Handlers component of Novell®ZENworks®Linux Management displays an error
message, you can look it up in the Error Messages section. If a problem is not accompanied by an
error message, or if specific instructions for an error message are not available, you can try more
general troubleshooting strategies to resolve the problem.
This section contains the following topics:
Chapter 2, “Policy Handlers Error Messages,” on page 17
Chapter 3, “Policy Handlers Troubleshooting Strategies,” on page 25

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Policy Handlers Error Messages
2
17
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2
Policy Handlers Error Messages
This section contains detailed explanations of the error messages you might encounter using the
Novell®ZENworks®Linux Management Policy Handler component:
“General Error Messages” on page 17
“Remote Execute Policy Error Messages” on page 23
2.1 General Error Messages
“The policy_name could not be enforced because it contains invalid keys” on page 18
“The policy_name could not be enforced because few keys defined in the policy could not be
cleared appropriately before enforcement” on page 18
“The policy_name could not be enforced because the format of the policy data was invalid” on
page 18
“The policy_name could not be enforced because the user specified was invalid” on page 18
“The policy_name could not be enforced because the username has not been specified in the
policy” on page 19
“The GConfEnforcer could not find any settings to read from the device” on page 19
“The GConfEnforcer could not read the requested settings from the device for the specified
user” on page 19
“The settings made by the policy_name enforcers could not be cleared completely. Settings
made by policies of this type might still be in effect on the device” on page 19
“The policy_name could not be enforced because there was an error in setting or unsetting the
values into the configuration source” on page 20
“The read settings operation could not be performed by the enforcer GConf Enforcer because
there was an error in reading from the configuration source” on page 20
“The enforcement of policy_name was unsuccessful and the application is not installed/
compatible. The version of name of the application should be >= minimum required version”
on page 20
“The enforcement of name of the policy was unsuccessful and the operating system distribution
is not compatible. The distribution should be >= distribution required version. Only some keys
might be enforced” on page 21
“The policy_name will not be enforced because the name of the application is not installed” on
page 21
“The policy_name will not be enforced because the operating system is not required
distribution version or higher” on page 21
“The policy_name was requested to be enforced, however, it is already executing, therefore, we
will not start it again.” on page 21
“Rescheduling the enforcement of name of the policy for 2 minutes later, because its type is not
re-entrant and another policy of this type is already executing.” on page 22

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The policy_name could not be enforced because it contains invalid keys
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: Some other application might have locked the settings that are defined in the
policy they cannot be written to GConf.
Action: Ask the user to login again to the managed device.
The policy_name could not be enforced because few keys defined in the policy
could not be cleared appropriately before enforcement
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: Some other application might have locked the settings that are defined in the
policy. They could not be removed from GConf.
Action: Ask the user to log in again to the managed device.
The policy_name could not be enforced because the format of the policy data was
invalid
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: The policy details were corrupted while retrieving or applying it.
Action: Perform the following:
1To refresh the policy details, run the following command from the
command line:
/opt/novell/zenworks/bin/rug refresh
2If the policy is not enforced, stop zmd by running the following command
from the command line:
/etc/init.d/novell-zmd stop
3Remove the policy cache files from /var/opt/novell/zenworks/
cache/zmd/PolicyManager/policies.xml.
4Start zmd by running the following command from the command line:
/etc/init.d/novell-zmd start
5Ask the user to log in again to the managed device.
The policy_name could not be enforced because the user specified was invalid
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: The user's login entry for device does not exist in the /etc/passwd file.
Action: Make sure that the user's entry exists in the /etc/passwd file.

Policy Handlers Error Messages 19
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Possible Cause: An internal error occurred while applying the policy.
Action: Perform the following:
1Restart zmd by running the following command from the command line:
/etc/init.d/novell-zmd restart
2Ask the user to log in again to the managed device.
The policy_name could not be enforced because the username has not been
specified in the policy
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: An internal error occurred while applying the policy.
Action: Perform the following:
1Restart zmd by running the following command from the command line:
/etc/init.d/novell-zmd restart
2Ask the user to login again to the managed device.
The GConfEnforcer could not find any settings to read from the device
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: The default schema files of GConf are corrupted or not valid.
Action: Ensure that the default schema files of GConf are valid.
Possible Cause: You might not have configured any specific GConf values for the user.
Action: Configure some values for the user.
For more information about configuring GConf values, refer “Understanding
Policies” in the Novell ZENworks 7.2 Linux Management Administration
Guide.
The GConfEnforcer could not read the requested settings from the device for the
specified user
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: The user's entry does not exist in the /etc/passwd file.
Action: Make sure that the user's entry exists in the /etc/passwd file.
The settings made by the policy_name enforcers could not be cleared completely.
Settings made by policies of this type might still be in effect on the device
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical

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Possible Cause: Some other application might have locked the settings that are defined in the
policy, so cannot be removed from GConf.
Action: Perform the following:
1Ask the user to log in again to the managed device.
2Clear the policy enforcement again on the managed device.
The policy_name could not be enforced because there was an error in setting or
unsetting the values into the configuration source
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: The home directory of a user who has logged in to the managed device does
not exist in the /etc/passwd file.
Action: Ensure that a valid home directory is specified for a user on the managed
device in the /etc/passwd.
Possible Cause: Root has insufficient rights to access the home directory of a user on the
managed device.
Action: Ensure that root has sufficient rights to access the home directory.
Possible Cause: Some other application might have locked the settings that are defined in the
policy, so they cannot be written to GConf.
Action: Ask the user to log in again to the managed device.
The read settings operation could not be performed by the enforcer GConf Enforcer
because there was an error in reading from the configuration source
Source: ZENworks Linux Management; Policy Handlers
Severity: Critical
Possible Cause: The home directory of a user whose settings are being retrieved from the
managed device does not exist in the /etc/passwd file.
Action: Ensure that a valid home directory is specified for a user on the managed
device in /etc/passwd file.
Possible Cause: The user does not have sufficient rights to access the directory from the
ZENworks Management Daemon.
Action: Ensure that the user has sufficient rights to access the ZENworks Management
Daemon.
Possible Cause: Some other application might have locked the settings that are defined in the
policy, so they cannot be written to GConf.
Action: Retry importing the settings.
The enforcement of policy_name was unsuccessful and the application is not
installed/compatible. The version of name of the application should be >= minimum
required version
Source: ZENworks Linux Management; Policy Handlers