Troubleshooting agent installation errors

OpManager agent installation might fail due to various reasons such as invalid credentials, firewall/access restrictions and so on. This page lists most of the common errors that you might encounter during agent installation, and the ways to resolve them.

1. Access denied

This error occurs when the credentials provided in OpManager for the client computer does not have administrator privileges.

To resolve this, you can either change the credential to one that has administrator privileges (using the Deploy Agent page in OpManager), or you can provide administrator access to the credential in use.

2. Network path not found.

This error might occur in these cases:

2a. If the device is down/not accessible

Check if the device is switched on and connected to the network properly, and try installing the agent again. The client computer also needs to be reachable from the OpManager-installed server. Also ensure that the device name is specified correctly.

2b. If the "File and Printer Sharing for Microsoft Networks" is not enabled in the network adapter of the client devices.

Perform the below mentioned steps on your client computer(s) to enable this setting:

Go to Start → Settings → Network Connections.
Right-click on network connection and select Properties.
In the Connection Properties dialog, select the General tab.
Select "File and Printer Sharing for Microsoft Networks", and click OK.
If you don't find this option, click on "Install".
In the Network Component Type, choose "Service" and click Add.
Select File and Printer Sharing for Microsoft Networks and click OK. Close the Properties dialog box.

2c. Your firewall is blocking the agent deployment

Sometimes, your firewall policy might restrict installation of programs in your network. Check your firewall policy to confirm if this is the issue, and simply add an exception for OpManager to resolve it.

3. Unknown username or password.

This error is displayed in the following cases:

3a. If the specified admin credential is no longer valid

If admin credential specified in OpManager is no longer valid, this error is displayed. You can either update the credential profile with the latest details, or you can directly provide a new set of credentials to the client device using the Deploy Agent page.

3b. If simple file sharing is enabled (in workgroup setup)

If Simple File Sharing is enabled, you'll encounter the "Access is denied" error. Implement these changes in all the devices and try installing again:

Go to Start → Run → Explorer.
Select Tools → Folder Options, and select the View tab.
Unselect the option "Use simple file sharing", and click OK.

4. No network provider accepted the given network path.

This error occurs with the following cases:

4a. When you don't have access to admin$ of the device

From the OpManager-installed server, select Start → Run and type \\<Client computer name>\admin$. If you get the same error as above, enable Remote Administration Exception in the client devices as below:

From the device, select Start → Run, type gpedit.msc and hit Enter.
Expand the Administrative Templates tab, and click Network Connections → Windows Firewall.
Click on the Domain Profile, and double-click "Windows Firewall : Allow remote administration exception.
Select "Enabled", and click OK.

4b. Ensure you're able to ping the device through FQDN

Ensure that you are able to ping the client devices from the OpManager-installed server using the Fully Qualified Domain Name (eg. hostname.domainname.com)

4c. When File and Print Sharing For Microsoft Networks is not enabled

Select Start → Settings → Network Connections.
Right-click the network connection and select Properties.
In the Connection Properties dialog, select the General tab.
Select "File and Printer Sharing for Microsoft Networks", and click OK.
If you don't find this option, click Install button.
In the Network Component Type, select Service and click Add.
Select File and Printer Sharing for Microsoft Networks and click OK.
Click Close to exit the properties dialog.

4d. If File and Printer Sharing is disabled in the Windows Firewall of the client computers.

Open Windows Firewall and click on the Exceptions tab.
Select the File and Printer Sharing check box, and click OK.

If you still get the same error, verify that you are configuring File and Printer Sharing in the same profile that the OpManager-installed server is using. If you enable File and Printer Sharing in the domain profile, but the OpManager-installed server is using the standard profile, then File and Printer Sharing might not be enabled. You can use the Netsh tool to determine which profile the OpManager-installed server is currently using, to know and which profile has File and Printer Sharing enabled. To enable File and Printer Sharing for all profiles, use the following command in Command Prompt:

netsh firewall set service type = FILEANDPRINT mode = ENABLE scope = ALL profile = ALL

4e. Configuring Security Policy

Select Start → Settings → Control Panel → Administrative Tools → Local Security Policies.
In Security Options, select Local policies → Security Options → Change the Network security: LAN Manager authentication level: Send LM & NTLM responses.

4f. If the "Workstation Service" is not running in the devices

Select Start → Settings → Control Panel → Administrative Tools → Services.msc
Right-click on Workstation service, and click "Start".

4g. If the "TCP/IP NetBIOS Helper" service is not running in the devices

Select Start → Settings → Control Panel → Administrative Tools → Services.msc
Right-click on TCP/IP NetBIOS Helper service, and click Start.

5. Not enough storage available to install agent.

This error is displayed if the IRPStackSize registry entry on the client computer has been set too low. This is the process to increase it:

Click Start → Run, type regedit and then click OK.
Locate and then click the following registry subkey:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanServer\Parameters
If the IRPStackSize entry is not present in this subkey, follow the steps below.
Click Edit, point to New, and then click DWORD Value.
Type IRPStackSize, and then press Enter. (Note: Type IRPStackSize exactly as it appears. The value name is case sensitive).
Click IRPStackSize, click Edit, and then click Modify.
In the Data Value box, type a larger value, and then click OK.

6. Agent was installed successfully, but it is not running in the client devices

If any Endpoint Management solutions are being used in your client computers, ensure that these files have been added in the trusted applications list:

OpManagerAgent.dll
MonitoringAgent.exe
MEAgentHelper.exe
OpManagerAgentTrayIcon.exe
OpManagerTroubleShooter.exe
OpManagerAgentUpgrade.exe

If you face any other errors during agent installation, please feel free to contact our support team.