What are some general AClient troubleshooting techniques?
You may need to navigate to the directory where AClient was installed or put the AClient into the Run dialogue by dragging and dropping the AClient.exe into the Run dialogue. The command is:
To remove an AClient that has a password, please contact Altiris Support Services.
B. You can also do run the following command in the Run prompt:
This command will bring up the administrative properties of the AClient. It is possible to unhide the AClient with this switch as well. The user will be prompted for the password if one is enabled. While in the AClient properties check the Transport tab. Verify that the correct TCP/IP address of the Deployment Solution server is in there. Try changing it to the NetBIOS name of the Deployment Solution server instead. Try using multicasting as a last resort if the customer has DHCP enabled.(Typically not recommended using multicasting vs. a specific IP address.)
Problem lies with server
If all AClients are disconnected then most likely the problem lies with the server. Usually the problem is with the Altiris DB Management Service and/or the Altiris eXpress Server. These services are located under the services area in the operating system.
You need to be able to stop and then restart the services easily. This means that if you stop either services and it takes 60 seconds to simply stop the service then this is a problem. It should normally not take over 10 seconds to stop and another 10 seconds to restart the either service.
Problem is with the services
Try using a different account to run the service under. Usually a Domain Admin account is sufficient to run the Altiris DB Management Service and a local admin account is sufficient for the Altiris Express server.
Article 1107, "Unable to connect to the Deployment Server DB Management Service" will help with the Altiris Express DB Management Service troubleshooting.
Enabling logging in the 6.x AClient
This is a simple task. Double-click on the AClient in the system tray and then click on the Log File tab and then enable logging. Aclients build 6.X
Usually you will want to increase the amount of space that the log can take up, as the default amount is very small. A good amount would be 1 MB (1000 KB) to get a complete detail of any issue that might happen. Enabling logging in 5.x clients is a little tougher, as we need to modify the registry to enable logging.
The name of the registry and the key are both case sensitive. Ensure they are named exactly as listed above. If you have multiple computers, then it is usually best to create a RIP of this registry key. The name of the log file is C:\Trace.log and will always be at the root of C drive. This log file will grow until the registry debug value is changed to 0 or deleted and the machine rebooted, so only use during the trouble shooting process.
It is a generally good practice to make sure that the AClient connects to the Deployment Solution Server by MAC address vs. asset tag, serial number, and so on.
Important: Verify the AClient and Deployment Solution have open port communication. Connection Closed Status on AClient.
DOS prompt from Deployment Solution server to client and vice versa
Verifying that the TCP port 402 is established and listening:
The AClient is not able to connect to DS\Login Failed.
Reset the "Log On As" to Admin login account instead of Local System account.
To send a Run Scripts to reconnect the AClients, see article 19806, "Computer icons grayed out in Deployment Solution Console after reboot of Deployment Server."
For information on how to use a login script to install AClient, see article 1680.
Article # 43374 To troubleshoot the Axengine/aclient communication, what is the best way to capture the communication.
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This will clear the history and restart the chat.