Troubleshooting Agent Installation Issues

Agent Installation Pre-requisites:

1. Account

• A domain account is an admin or service account with limited administrative privilege.
• The account used for installation should have access to the agent machine Admin$\temp folder with read and write permissions.

Note: The account would be added to the local administrator group.

2. Admin$/temp accessibility

To confirm the Admin$/temp accessibility:

• Login to the Endpoint Central server installed machine with the domain account being used.
• Open the "run" window.
• Type in "remote machine share". For example,\\computer-name\Admin$\temp

Note: If an agent is managed under a distribution server, accessibility should be verified from the corresponding distribution server installed machine.

3. Logon batch job

Logon as a batch job needs to enabled only on the Endpoint central server installed machine and distribution server installed Machines in local GPO. This is not required to be enabled on all endpoints.

Steps to enable logon batch job:

• Open run and enter gpedit.msc
• Go to Computer Configuration -> Policies -> Windows Settings -> Security settings ->Local policies -> User rights assignment
• Click Logon as batch job and if the account used for push installation doesn't appear, add the account here

• If the machine is a domain controller, change the settings of the default domain controller policy.

To verify whether the "Log on as a batch job" is enabled, follow the steps below:

• Download
  logonusercheck.exe (SHA 256 Checksum: Loading...)
  on the Endpoint Central server installed machine.

Note: If the agent is managed under a distribution. server, download the exe on the distribution server machine.

• Run the exe with admin privileges
• Provide the user name and password to check the logon.
• If the logon is successful, the message below will be displayed on the screen.

Agent Installation Issues and Solutions

Agent machine Admin$\temp not accessible

Note: This error could also occur as Network path not found.

Problem: The Agent machine Admin$\temp is not accessible from the server installed machine with the given domain credentials.

Resolution:

If the agent machine admin$\temp is not accessible with the given domain credential then follow the steps mentioned below:

• Ensure that the prerequisites have been fulfilled.
• Steps to enable the administrative share is explained in the document below: https://www.manageengine.com/products/desktop-central/agent_installation_failure_path.html

Note: If an agent is managed under a distribution server, accessibility should be verified from the corresponding distribution server installed machine.

Unable to locate Remcom.exe

Problem: The Remcom.exe file does not exist on the end-user machine.

Resolution:

• Verify if RemCom.exe exists in the server_installed_dir\bin\
• Contact Endpoint Central support for the resolution steps.

Access denied while copying agent binaries

Problem: Access has been denied while copying Agent binaries to the end user's machine share.

Resolution: Ensure that all the pre-requisites are fulfilled in-order to resolve this issue.

Logon As Batch job not enabled for domain account.

Problem: The screen displays the message "Logon As Batch job not enabled for domain account".

Resolution: Please refer to the pre-requisites to resolve this issue.

Target Account Name Incorrect

Problem: When you try to install an agent using the Scope of Management and the installation fails, this error message is displayed.

Resolution: Please refer to the document below in-order to resolve this issue. https://www.manageengine.com/products/desktop-central/agent-installation-failure-target-account-name-incorrect.html

Unknown Username or Password

Problem: Endpoint Central Agent or the Distribution server installation, fails with the error message "unknown username or password."

Resolution: Please refer to the document below to resolve this issue. https://www.manageengine.com/products/desktop-central/agent_installation_logon_failure.html

Digital Signature of Installer file tampered

Problem: The agent installation or upgradation fails.

Resolution: Verify if the UEMSAgent.msi file is signed by ZOHO. Please contact support with the necessary details along with the Server, Agent and Distribution Server logs. The server path and distribution server path is given below.

Server path: server-installed-dir\webapps\DesktopCentral\agent\UEMSAgent.msi

Distribution Server path: DS-installed-dir\replication\agent\UEMSAgent.msi

Note: If you are using a distribution server, use the distribution server path to navigate to the file. Else, use the server path.

Steps to verify the Digital Signature:

• Navigate to the UEMSAgent.msi file by using the applicable path mentioned above.
• Right click on the UEMSAgent.msi file and open properties.
• Click the Digital signature Tab and check if a valid ZOHO signature is present just as mentioned in the image below.