How to Troubleshoot If SCCM Client does not report to SCCM Server

this conference will now be recorded okay so the server-side troubleshooting is already done now today we will see the client-side troubleshooting okay so in client-side troubleshooting how do we identify whether the client is healthy or not okay understood the client suppose if you have thousands and thousands of computers right let me open word document so in this session i'm gonna show you how we can uh identify whether the client is healthy or not okay so client side health check and troubleshooting yeah yeah so suppose if you have let's say this is your secm server okay and you have like thousands and thousands of computers for example you have uh 20 000 computers some computers are in london some computers are in mumbai some computers are in new york so in each and every computer you need to install ssm client right so you have to install a ccm client this is what this is secm client now this client has to talk to the management point management point right so the client is talking to each one of them now i mean the client is talking to the management point management point keeps all the policies all the instruction the client will send inventory data right and then the management point will store those inventory data into the database understood yeah yeah now secm client is uh ssm client plays a major role okay to manage the devices if you suppose this one the client is not there you can't manage this device because the client is not there suppose if you have the client but it is not talking to the management point the connection is not happening right then it is as good as the client is not there understood if the client is there but it is uh it is unhealthy right so on this unhealthy there so you got the client installed but when you look on sccm it says no as in yeah okay so um if the client is not healthy right if the client has some issues right if the let's say the firewall is blocking here let's say fireball issue there could be many issues so firewall issue okay understood the client has to talk to the server but if the firewall is blocking the client will not to the the client will not be able to make connection with the management point the client let's say it is not installed properly so installation issue can be there okay installation issue clear third is client does not know its management point client is installed fine but it does not know its management point okay so uh the client will not be able to talk to management point client will not be able to talk to sscm server so and the client will not be able to get policies so we can say policy issue or we can say communication issue communication issue okay understood there could be one more issue and that is wmi issue wmi repository issue because repository issue because in every machine you have wmi repository in each one of them you will have wmi repository okay the client will communicate to wmi repository and then it will gather all the information and pass on the data to management point let's say the client needs to know about the operating system of the computer client needs to know about the ram of the computer client needs to know the processor the client needs to know the installed software everything is present in this wmi repository in every machine you have a wmi repository it's just like a small set of database which can which contains computer information got it can you get that computer information from sccn for instance what hardware yes we can we can get it until unless the client sends the information for example this machine is windows 10 yeah and this has 10 installed software okay and this is uh let's say this has a 4gb ram okay and one processor this machine when you install the client here right when you install the secm client here client is going to scan this machine let's find out the information from where it will find out those information from wmi repository because wmi repository will have all these information so wmi repository will pass on the information to client and client will pass on the information to management point and finally management point will pass on the information to database okay each and every computer yes if i want the sccm console where would i find the information if that we already discussed in the resource explorer if i go to devices here at the left hand side right and we will have all our devices here okay yes we have already discussed about the resource explorer okay let me close it and open again looks like it is okay let me go to devices here okay so let's say you would like to know about uh this one the client in this machine right so uh right click on this database for example and then start and the resource explorer so whatever the whatever the client has sent the information about this machine to sccm you will be able to see them all here like hardware information right so these are the hardware information like auto in that database machine these are the software installed which are auto start software bitlocker computer right disk partition disk drive installed executable installed software memory motherboard all these information we are getting right so how we are getting this information so basically we are getting the information this client is scanning the machine taking the information from wmi right because wmi is the local database of the computer so w in every machine you have wmi repository it will take the information from wmi right the client and then client will pass on to management point and finally management point will pass on to database clear yep so now if the client is unhealthy for example the client is installed the second one it is inactive inactive because if the client last time it communicated with the server on uh 10th of march eight days back right eight days back it was it communicated so eight days back if you if any client which is not talking to this management point for the continuous seven days it will mark it will be marked as inactive just on that you know where it says client and you go yes so i have a machine where we have the software center installed and the config manager installed the pc when you go look at the client it says no um client no you see sccm pune client no yeah windows 10 client no yeah but you go on that pc it has the config config manager software center storage yeah so basically there could be issues like this as i mentioned firewall issue installation issue policy issue communication issue a wmi deposit ratio there could be issues like that yeah one of them are one more than one issue now so the client which is either not yet installed so here the client is not yet installed as per secm i don't know whether it is installed or not uh that we have to find out until we log into the computer right the second one it has the client but it is inactive okay so how do you fix that i think this is the machine let me turn on power on this machine i think that is the machine i don't know okay okay so it was fine until 8th of uh march i think 10th of march i think right it was fine it was communicating we got the hardware information right we got the software information um it was communicating to the management point uh no software scanning was not happened but hardware scanning was done and that is we have the date and time when the hardware scanning completed right let me login here this okay so i just logged into this machine this machine was off right and we'll see whether this machine is able to ping to the server or not so i'll right click uh on the start button right and then choose command prompt okay run cmd and i'm gonna ping the server okay okay it's running very slow ping sscmps server okay sorry not pinging ping mecm ps is it pinging or not we will verify ping m e c m rod that means c m yes yeah it is pinging right running very slow okay let me start because this machine has only two gigabyte of ram so that's the reason it is not not working properly uh [Music] do uh okay so okay okay the ping me cmps it's pinging right that's the first thing right it's pinging the second thing what we have to do is we need to find out whether the service is running or not so let's go to services.msc okay so if you do this you will be able to fix most of the issues related to client okay sms agent host whether this is running or not so you have option to restart okay this is the main service this has to be there and running all the time okay okay the second thing is you need to check windows management instrumentation whether that is running or not wmi repository this one this has to be running all the time okay then windows update whether this is running or not okay three services you have to check and all of them should be running yeah then you have to check the installation log file whether the client was installed successfully or not okay okay we'll have to find out whether the client was installed successfully or not so c drive so we will identify one by one so first of all firewall there is no firewall issue we were able to ping the machine and from secm server will be able to ping it back okay so let me do it from a ccm server what is the machine name this is the machine name right so ping pinging so yeah both either ways it is pinging both ways it's pinging right so i don't have issues now we'll go to c drive and we'll go to windows and then ccm sorry not ccmcm setup and then uh logs and then this is m setup.log we will verify whether it was installed properly or not if it was installed properly then it will have ccm setup exiting with return code zero okay okay exiting return code ccm setup is exiting with the return code zero okay so that was installed successfully i don't have problem with that one okay okay so installation issue is also fine so i don't have installation issue now the policy issue we will verify whether the policy the the client is able to communicate with the server the registration happened or not so for that you go to see windows ccm and then logs and then there is a log file called client id manager startup this is the one which shows you after installation it has to register whether it is registered or not client is already registered and when it happened on 12 33 like two minutes back yeah two minutes ago it was registered successfully right then we will check location services the location will will say whether it is communicating to the right management point or not um and that is fine you see the default management point and it is talking to the right management point yeah understood so we are all good so far yeah so policy issue communication issue we have checked now the last one is wmi repository issue it could be okay sometime it happens that the wmi is corrupt and the client is not able to talk to the um server right the client is not able to get the proper information from the wmi repository so you go to windows see windows system32 and in system32 you have a folder called webm and you have repository folder you should have a repository folder and all these these are these are what these are the dna of the computer you see in every object like that's a human being they have the dna which gives every information yeah okay you see yesterday i was reading one article wherein two ladies were working in one organization for quite some time and after they got the dna test they found that both of them belong both of them are sibling all right yeah so the dna gives us the information similarly this is the dna of the computer which gives in every machine you will find it if this dna is corrupt yes then the client will not be able to communicate with it because all the information installed application the computer hardware the computer software everything is present here and the client is taking all the information from here sometime if you are deploying updates and it is not happening because it does not know how many updates are there because of this corrupt okay so how do you know if do we know that's corrupt basically we will not be able to know until we have some issues okay okay okay so when you go to secm server and then right click and refresh here it's active now it's active yes and it is green yeah and it is communicating fine 12 6 2 minutes ago yeah so the problem was the computer was shut down simple there is no other problem now suppose if you have seen that this is still not happening this is still some problem what we can do we can open command prompt here cmd run as administered or you can right click on this machine and then choose install client right and choose next and you can choose always install this will reinstall the client and this option it will uninstall the client first and then reinstall the first one it will repair this one will repair the second one it will uninstall and reinstall so i i would suggest you always use this one this is second one option okay so what always install the client and uninstall yes with the checkbox so that it will uninstall a fresh installation will happen yes the next next finish it will uninstall and reinstall but sometimes this this function is also does not work okay so you will have to do it manually so how do we do it manually first you have to uninstall the client how do you uninstall the client so i'll show you cd windows ccm setup you have to go to this folder and then type in ccm setup dot exe space slash uninstall when you do that what will happen let me close this services let me close this it is gonna uninstall the client right okay okay understood yeah yeah then can we manually install it yeah and then install and manually install it okay okay okay time thanks okay so the installation sorry uninstallation is going on let's verify whether it is uninstalled or not so we'll go to c drive windows and then we'll go to ccm setup and continue and logs and ccm setup.log looks like it is uninstalled okay we'll open the log file in notepad and go down to the bottom and exiting with return code zero clear yeah so what we will do after the uninstallation is happened we will delete the leftover folders these are secm related folders right ccm ccm setup yeah i'm gonna delete them both of them okay so this ccm setup is not deleting because it is open so let me try again and continue skip okay so the ccm folder is not getting deleted due to some reason okay because it is still being utilized some of the files inside so what we will do we will restart okay okay okay let's power off okay power up will be quicker power off means plugging the plug plugging the power cable oh hmm okay so now we will try to delete that folder okay okay so um so it will be a fresh installation altogether and if you refresh this one you will see cross mark now not yet but you will have after few minutes this will be a cross mark okay c drive windows ccm is the leftover folder right yeah so we'll delete that one hey okay so ah this one ccm is gone right now what we have to do we need to also for safer side what we do is we repair the wmi repository as well in case if wmi repository got some issues we can fix that one as well how do we do it you go to windows management instrumentation thing right and choose restart sorry not you really start you can't do you have to choose pause clear yeah when you pause it and then you go back to system 32 folder webm folder and you can delete this existing database the repository got it yep so that is gone so it is like a fresh fresh one so i'm gonna click on resume give me one minute okay okay okay so that is we started right we restarted and repository folder will come back again okay in few minutes it will come back now in the meantime what we will do we will copy the client folder the secm client folder so that is mecmp that's on the primary side right so let's connect to the primary side mic mps slash c dollar that's our primary site server c drive what happened m-e-c-m-p-s slash c dollar well it's not connecting ping mec mps okay so i think i will have to take the com ip address let's try that see dollar and just okay me cmps dollar a device that is the system is not functioning okay looks like uh the network issue or something we will do we will copy it from the server itself so i'll i am now on the primary side okay from the primary side what we will do we will copy the folder and where is the folder that's in c program files microsoft config manager this is the location and the client folder this is the one which i have to copy on the target machine copy got it clear or not yeah yeah and we'll paste it on that machine what was the machine name that's there on the server this is the machine name right so machine name is slash slash desktop hyphen 4s r 0 0 7 g c dollar understood so this is the machine and i'll put the client folder here on this c drive of that target machine in c drive so on the target machine windows 10 i copied this client folder let me go to client one machine and go to c drive and i'll find that one you see this is the one right and i can install try installing this one ccm setup.exe so let me open the command prompt so it's a manual installation now not from the sscm i'm installing manually so run as administrator but before i do that i have to make sure the repository folder came in repository folder has to come in first okay so we'll go to webm folder and repository folder is still not there if repository folder is not there you can't do the installation okay okay so let me go ahead and go to services again it will fail if repository folder is not there it will fail because it will not be able to find out the operating system of the machine so that is windows instrumentation i'm gonna click on pause again and resume again so repository folder should come by now no webm webbing we can also try restarting let's see will that help i think i can't really start with let's see oh yeah there you go restart worked the repository holder came in continue yeah and it will re cal it will try to find all the information back and put it in the repository currently you see the size is less one six six four and two seven zero four now if i refresh you your size will get increase you see size is increasing it will it will keep re getting gathering information again yeah okay okay so this is the repository folder now let's install the client so where is the file that's in c drive c d client folder and inside that we have ccm setup dot exe and hit enter that's it so what i did is i have reinstalled this vcm setup what it did it copied the folder in c windows ccm setup right yep in c c drive windows and ccm setup it is a it copied the folder and it is installing again it will take few minutes and the installation will happen and this machine will get the healthy client okay okay okay yeah yeah so that is how we do the client troubleshooting okay so in this session i showed you firewall issue installation issue policy issue communication issue and wmi repository all these things we troubleshoot it we check the health and we troubleshoot it okay now officially the session is over now if you have any question or queries we can have a session anytime you you you let me know like a day before we will do this session okay thank you thanks bye-bye

Channel: SCCM Training Videos

Views: 4,409

Keywords: Troubleshooting SCCM Client not Reporting to SCCM Site Server, SCCM Client issues, SCCM Agent issue, SCCM Agent not reporting to SCCM server, SCCM, SCCM client troubleshooting

Id: 37KqguE3wpQ

Length: 44min 6sec (2646 seconds)

Published: Thu Mar 18 2021