KB438965: What Logs Should I Provide When Opening A Technical Support Case Relating To System Manager

Manager, Cloud Support • MicroStrategy

The aim of this article is to catalog and expedite the troubleshooting process for System Manager by ensuring that complete data makes it into our support organization before troubleshooting begins.

Aster Database 6.0 32-bit Aster ODBC Driver 6.0 Certified •You have configured Active Directory with Usher on your local lT infrastructure (on-premise). •You have administrative access to Network Manager. •You know the URL of your Usher Server. •You know the location of your CA-signed certificate. When you upgrade, the Usher Agent will not recognize the default CA list. Therefore, the certificate must be re-added to the default CA list. 1On the machine where Usher is installed, navigate to the Agent service and stop the Agent. 2Create a backup of the

/res

and

/logs

folders. 3Log in to Usher Network Manager: aNavigate to the Network Manager home page. bOn your smartphone, open the Usher Security app, then open the QR code reader. cScan the QR code displayed on the Network Manager page to log in to your network. 4On the main landing page, under Users and Badges, your configured Active Directory Agent is shown. 5On the right side of the Agent configuration, click the arrow icon and select Download Agent. Note the location on your computer where the installation file (for example,

cluster_AD_installer.exe

) is saved. 6Copy the registration code as you need the code to complete the Agent update. Be aware that the code expires every 5 minutes. 7On the machine where you want to update the Usher Agent for Microsoft Active Directory, open and run the Usher Agent installation file as an administrator by right-clicking on cluster_AD_installer.exe and select Run as administrator. The Usher Agent installation wizard opens. Do the following: aAt the setup screen for upgrading the Usher Agent, click Yes. bThe InstallShield extracts the upgrade for Usher Agent. At the Resuming the InstallShield Wizard for Usher Agent for Microsoft Active Directory screen, click Next. cThe InstallShield installs the upgrade. Click Finish to close the installation wizard. 8The Agent Provisioning Tool is launched automatically. Select Update configuration, then click Next. 9Re-add the CA certificates. 10Click Next. The Update current configuration page opens. 11Enter your information to match the values you selected when Active Directory Agent was configured for the first time. You must be sure to enter the same values, or the Usher Agent won't be updated correctly. Since you specified your certificate information on the previous page, you are not required to re-enter your certificate information. 12When finished, click Submit. Usher tests the connection with your Microsoft Active Directory server and completes the configuration of your Usher Agent. If all configuration information is correct, the Usher Agent is restarted automatically. 13Check to ensure that your Directory Agent service is running.ValueDescription3COMPLETED4ERROR5CANCELLEDGeneral ProblemsTo better understand the details of the System Manager issue, whether or not it is from System Manager itself or the programs it references, and how to best troubleshoot it, please provide us the following information:

Article Reference Number: KB438965

Comment

0 comments

Details

Knowledge Article

Published:

November 22, 2017

Last Updated:

January 4, 2019