Issue
General issue or error message not captured in any specific troubleshooting article. (Please consider creating an article with troubleshooting steps included after your issue is resolved!)
Troubleshooting
Before escalating issues to Engineering, please confirm that the following are true:
- The customer is using the most up-to-date version of the Scanner software
- Discovery Job is active in TDAdmin
- The appropriate Data Provider is configured for the Discovery Job (e.g., for Agent issues, ensure the Agent Data Provider is configured)
- Scanner is installed and running
- Affected Discovery Job(s) are associated with the active Scanner
- IP address(es) of affected machine(s) are included in the Discovery Job's IP Ranges
- For Agent-related issues, Agent is installed and Agent service is running
- For Agent-related issues, Agent service has been restarted
- For WMI issues, the user has tested their credentials using the WMI Test feature (Discovery Manager > Utilities > WMI Test)
Escalation Steps
Create a project issue (if a project exists) and a ticket containing the following information. Assign the ticket to Engineering.
- IP address(es) of affected machine(s)
- All the .log files under the customer's installation directory (e.g., "C:\Program Files (x86)\TeamDynamix\TeamDynamix PROD Asset Discovery Scanner")
- Discovery Job ID
- Scanner ID
- Data Provider(s) affected
Please also include the answers to the following questions:
- Is the error affecting discovery, or just happening? (I.e., are assets still being discovered despite the error?)
- Did the error only begin occurring after an update of the Asset Discovery software?
- Are there any relevant error messages from the Discovery Manager application?
- When does the error occur? What specific behavior triggers it? (E.g., error occurs whenever the Asset Discovery Manager is opened, error occurs when triggering a Discovery Job, etc)