stesjo Absent Member.
Absent Member.
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Agent wont start / login after WIndows 1803 update

Hi.
Customer running ZCM2017 update 2 and WIndows 10 build 1709.
Now they have some machines that have got the 1803 update via WIndows Update.
After that the ZenIcon in the systemtray does not appear and user seems not to be logged in in Zenworks.
When manually starting ZAPP, trayicon appears, but grey, not signed in.
Chosing sign in makes the user signed in, and all works fine.
Seems like something in the 1803-upgrade stops agent to start.

Have now stopped 1803 in WSUS, but people can have the isea t manually update.
I have not tried newinstall of agent on newinstalled 1803.

Can start SR if needed, but wanted here first to check if this is known?
Any ideas?
/Stefan
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22 Replies
Knowledge Partner
Knowledge Partner

Re: Agent wont start / login after WIndows 1803 update

On 04.05.2018 14:24, stesjo wrote:
>
> Hi.
> Customer running ZCM2017 update 2 and WIndows 10 build 1709.
> Now they have some machines that have got the 1803 update via WIndows
> Update.
> After that the ZenIcon in the systemtray does not appear and user seems
> not to be logged in in Zenworks.
> When manually starting ZAPP, trayicon appears, but grey, not signed in.
> Chosing sign in makes the user signed in, and all works fine.
> Seems like something in the 1803-upgrade stops agent to start.
>
> Have now stopped 1803 in WSUS, but people can have the isea t manually
> update.
> I have not tried newinstall of agent on newinstalled 1803.
>
> Can start SR if needed, but wanted here first to check if this is
> known?
> Any ideas?


I guess the answer you'll get is that 1803 sn't supported yet, but just
to let you know: On my two testmachines i updated from 1709 to 1803, the
agent works fine. SO it's not an universal problem.

CU,
--
Massimo Rosen
Micro Focus Knowledge Partner
No emails please!
http://www.cfc-it.de
CU,
--
Massimo Rosen
Micro Focus Knowledge Partner
No emails please!
http://www.cfc-it.de
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Micro Focus Expert
Micro Focus Expert

Re: Agent wont start / login after WIndows 1803 update

No, the Issue is not Universal, but it has been seen some.

An SR would be a good idea to assist in trying to isolate why it impacts some and not others.
Some scripts may be able to be given to assist getting 1803 machines running that are having issues.

Direct any Technician you get to contact me....
I can help give them directions on what I have discovered so far.......

Unfortunately..the scripts and such I have at this point....are not fully universal...so some level of human intelligence needs to be part of the process...

Any Education Folks who need help could try posting private messages....
While I cannot share CODE on the forums for legal reasons...the scripts i've created can legally be shared...but are not safe w/o guidance.

Maybe by next week they will be mindless but not now.
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Knowledge Partner
Knowledge Partner

Re: Agent wont start / login after WIndows 1803 update

stesjo;2480382 wrote:
Hi.
Customer running ZCM2017 update 2 and WIndows 10 build 1709.
Now they have some machines that have got the 1803 update via WIndows Update.
After that the ZenIcon in the systemtray does not appear and user seems not to be logged in in Zenworks.
When manually starting ZAPP, trayicon appears, but grey, not signed in.
Chosing sign in makes the user signed in, and all works fine.
Seems like something in the 1803-upgrade stops agent to start.

Have now stopped 1803 in WSUS, but people can have the isea t manually update.
I have not tried newinstall of agent on newinstalled 1803.

Can start SR if needed, but wanted here first to check if this is known?
Any ideas?
/Stefan


Maybe this: https://www.novell.com/support/kb/doc.php?id=7022478 or https://www.novell.com/support/kb/doc.php?id=7022379

Thomas
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Micro Focus Expert
Micro Focus Expert

Re: Agent wont start / login after WIndows 1803 update

More This....
https://www.novell.com/support/kb/doc.php?id=7022478

But for whatever reason....the MSI referenced may not properly create all of the registry entries on either a repair or clean install.
Exactly WHY it has issues for some Win10 1803 installs and not others is not yet known....



thsundel;2480386 wrote:
Maybe this: https://www.novell.com/support/kb/doc.php?id=7022478 or https://www.novell.com/support/kb/doc.php?id=7022379

Thomas
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Micro Focus Expert
Micro Focus Expert

Re: Agent wont start / login after WIndows 1803 update

Starting in 1803....ZAPP is also removed from the RUN registry Key.
The TID should also reference calling the CASA.MSI as well to fix possible logon issues....that hook is not required in most ZCM setups, but needs to be referenced in the TID.

TID should be updated shortly with more details......

MS was expected to have resolved the issue by now...but since it is still persisting I know some Engineers are looking into some self-healing since confidence of MS fixing their installer is beginning to wain.
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jfeyen Frequent Contributor.
Frequent Contributor.

Re: Agent wont start / login after WIndows 1803 update

CRAIGDWILSON;2480656 wrote:
Starting in 1803....ZAPP is also removed from the RUN registry Key.
The TID should also reference calling the CASA.MSI as well to fix possible logon issues....that hook is not required in most ZCM setups, but needs to be referenced in the TID.

TID should be updated shortly with more details......

MS was expected to have resolved the issue by now...but since it is still persisting I know some Engineers are looking into some self-healing since confidence of MS fixing their installer is beginning to wain.


Hi Craigdwilson,

We also had the case with a station who upgraded from v1709 to v1803.

Where can I find the MSI files (novell-zenworks-usermanagement-17.1.0.1342.x86_64.msi / CASA.MSI ) they are referencing in the TID?

Kr,

Joeri
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Micro Focus Expert
Micro Focus Expert

Re: Agent wont start / login after WIndows 1803 update

Forget the MSIs.
Best to Either Open an SR and if you can't private message me.

The BEST way to do it is via a script....but it is hard to put that info into a TID because accounting AND TESTING every possible configuration is tough.
Some folks won't provide any thought to a TID provided script....
Support can help work with folks to give a script that is easier than an MSI.
(I can help provide a script via Private Messages too....)

The TID needs to be updated to add a 2nd MSI to handle some use cases and perhaps a reference to a Script being available.

Since MS is not making progress at resolving this...Development is re-examining the idea of building in some type of self-healing vs continuing to wait for MS to resolve their KB.
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schmidtt Absent Member.
Absent Member.

Re: Agent wont start / login after WIndows 1803 update

I had a Windows 10 build 1709 machine with ZCM Agent 2017 SP2 installed. After upgrading to Windows 10 build 1803 the ZENworks agent service did not start automatically any more. But after a manual start of the service I could login to the zone and everything worked. I guessed it might be a problem of the sequence of network services starting. So I manually uninstalled ZENworks agent from the machine without removing it from the zone and reinstalled it later. Now ZENworks Agent Service starts automatically like in earlier builds of Windows 10.
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Micro Focus Expert
Micro Focus Expert

Re: Agent wont start / login after WIndows 1803 update

Service issues are not a known issue with Win 10 Feature Upgrades.
If you see that consistently...best to open an SR.

#1 - Credential Providers may get removed. (Script Available to Auto-Fix This. Not 1803 Specific)
#2 - ZAPP may get removed from the Registry (TID Pending on how to Avoid this. This is 1803 Specific)
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stesjo Absent Member.
Absent Member.

Re: Agent wont start / login after WIndows 1803 update

Hi Craig.
Thanks for info.
I will open an SR, and in that reference this thread and ask the assigned engineer to reach out for you, as you wrote earier in this thread, and we can make some tests.
I have unlimited SRs, so it will be good to have it there.
Can report SR-no here och in message to you when I get it.
Thanks.
/Stefan
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stesjo Absent Member.
Absent Member.

Re: Agent wont start / login after WIndows 1803 update

SR created.
#101163673691
/Stefan
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jfeyen Frequent Contributor.
Frequent Contributor.

Re: Agent wont start / login after WIndows 1803 update

CRAIGDWILSON;2480939 wrote:
Service issues are not a known issue with Win 10 Feature Upgrades.
If you see that consistently...best to open an SR.

#1 - Credential Providers may get removed. (Script Available to Auto-Fix This. Not 1803 Specific)
#2 - ZAPP may get removed from the Registry (TID Pending on how to Avoid this. This is 1803 Specific)


Hi Craig,

Just opened an SR.

What I just seen on the device is that the zenworks icon is not present in the systray.

Could you send me the script via PM?

Kr,

Joeri
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Micro Focus Expert
Micro Focus Expert

Re: Agent wont start / login after WIndows 1803 update

Fixing ZAPP is not part of the script, because the desired settings are unique to each person....
They could add that themselves....

The issue for ZAPP is new to 1803 Upgrades...
See - https://www.novell.com/support/kb/doc.php?id=7022957

In short you need to tweak the RUN registry before upgrade or you will need to restore it.
Quite probably a bug in the 1803 Upgrade Routine...but the TID shows how to avoid it.

If you send me your SR#, I can contact your Engineer....
They may even already have my script/tool.







jfeyen;2481002 wrote:
Hi Craig,

Just opened an SR.

What I just seen on the device is that the zenworks icon is not present in the systray.

Could you send me the script via PM?

Kr,

Joeri
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stesjo Absent Member.
Absent Member.

Re: Agent wont start / login after WIndows 1803 update

I am also in the middle of testing with what I assume is Craigs script with my engineer via my SR as we speak.
Got it to work with userid/password, but not Kerberos yet.
But they are working on it right now.
/Stefan
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