Review Results & Resolve Issues

• Devices discovered with the Device Class “Other” in the Discovery Job.
• Devices not discovered.
• Agent will not install on device.

After all discovery jobs have run, verify the following:

• All anticipated devices appear in the All Devices list.

  • Windows devices were imported with the correct device class.
    • Servers – Windows, Laptop – Windows, or Workstations – Windows
  • CPU, disk, and memory are reporting data successfully.

• Identify any devices that are classed as “Other”.

  • Select Configuration on the left-hand menu, select Asset Discovery, and select Discovered Assets.
  • Select the devices you want to import to the All Devices view and click Import button. 
    
    • Examples: Printers, IP phones, routers, firewalls, switches, and mobile devices might be discovered with a device class of “Other”. Most of these devices should not be imported into the All Devices list. Collabrance may import some of these at service activation.
    • If servers, laptops or workstations are appearing as “Other” you need to proceed with the following tests.

If a device is discovered as “Other” in your Discovery Job, you will need to delete any instance of the “Other” record, otherwise N-Central will not see this change if you attempt another Discovery. It will retain the “Other” classification and not update correctly. Deleting the device and rediscovering will allow the corrected computer to show up properly.

For communication from the Probe to the device to be successful, it must pass the following tests. Please complete the tests in the order they appear below.

Test # 1 - The device in question must respond to a ping request from the probe server.

1. Log into the Probe with the same account that is running the Windows Probe Service. 
2. Open CMD prompt and ping the device by name and IP address.
3. If the device replies, proceed to Test #2.
4. If the device does not reply:
   • Verify that the device is turned on and connected to the internet.
   • Verify the device appears in DNS and DHCP on the server.
   • Verify that there isn’t a conflicting record in DNS for the device.
   • Verify that the GPO you created to add the Windows Firewall exception has propagated to this device.
   • If you’ve verified all steps above, there could be another software firewall blocking communication, or some other communication issue.
   • Verify that the device can load https://rmm1.collabrance.com in an internet browser.
     • Delete device from N-Central (from All Devices and Add/Import Devices) and attempt to install the Windows Agent manually.
     • After the Windows Agent installation, verify that the device imported into the All Devices list correctly and is communicating successfully.

Test # 2 - The Probe must be able to access the local admin share on the device.

1. Log into the Probe with the same account that is running the Windows Probe Service.
2. Verify that the device successfully replied to a ping request as detailed in Test # 1.
3. Open a Windows Explorer window.
4. Attempt to navigate to “\\<devicename>\admin$”.
5. If you are able to successfully navigate to this share, proceed to Test # 3.
6. If you are not able to successfully navigate to this share:
   • Verify that the device is turned on and connected to the internet.
   • Verify the device appears in DNS and DHCP on the server.
   • Verify that there isn’t a conflicting record in DNS for the device.
   • Verify that the GPO you created to add the Windows Firewall exception has propagated to this device.
   • If you’ve verified all steps above, there could be another software firewall blocking communication, or some other communication issue.
   • Verify that the device can load https://rmm1.collabrance.com in an internet browser.
     • Delete device from N-Central (from All Devices and Add/Import Devices) and attempt to install the Windows Agent manually.
     • After the Windows Agent installation, verify that the device imported into the All Devices list correctly and is communicating successfully.

Test # 3 - Test the WMI connection from the Probe to the device.

1. Log into the Probe with the same account that is running the Windows Probe Service. 
2. Open CMD prompt and ping the device by name and IP address.
3. If the device replies, proceed to next steps.
4. Click Start > WBEMTEST.
   • Click Connect.
   • In the top box, enter ”\\<device name>\”, or ”ip address\root\cimv2” (Example: \\192.168.0.20\root\cimv2)
   • Enter the credentials the Probe is using in the "user" and "password" fields.
   • Click Connect.
   • If you proceed to another screen with lots of buttons to choose from, WMI communication is successful: 
     
   • Delete device from N-Central (from All Devices and Add/Import Devices), then run another discovery.
   • After the discovery is complete, verify that the device imported into the All Devices list correctly and is communicating successfully.
5. If you receive an error message that the RPC server is unavailable, WMI communication is not successful. 
   • This could be because a firewall on the device is blocking communication, or WMI could be broken on the device.
     • Delete device from N-Central (from All Devices and Add/Import Devices) and attempt to install the Windows Agent manually.
     • After the Windows Agent installation, verify that the device imported into the All Devices list and is communicating successfully.