Endpoint Remote Control

Usage and Config
1

Hi BigFix,

When I try to remote control a client on one of my customers locations, I keep on receiving errors on the client side (Unable to establish connection). I have connection with IBM Endpoint, but the Remote Agent has issues apparently; The client does also not appear in my ‘All Targets’ dashboard.

On the server in the Application Logs, I see the following errors:

22-sep-2015,11:55:14 [Default Executor-thread-48] [INFO ] - LogonAction: User [admin] Authority [A] Session [HOpg9XXXXXXXXXXXXXcTcbuC]
22-sep-2015,11:55:48 [Default Executor-thread-52] [INFO ] - Received request to validate session for brokered connections with token: [ebc62dbb490XXXXXXXXXXXXXXXXXX70e12800b559319d49fa8623] from client  [d359093dee7416fbf55e2cbd8a367857] at [XX.XX.XX.XX]
22-sep-2015,11:55:48 [Default Executor-thread-52] [INFO ] - Allowing session [ebc62dbb490XXXXXXXXXXXXXXXXXX70e12800b559319d49fa8623] to proceed
22-sep-2015,11:55:48 [Default Executor-thread-52] [INFO ] - Generated connection code [679XXX2] with timeout [900] for session [390]
22-sep-2015,11:57:03 [Scheduler] [INFO ] - Scheduler awake
22-sep-2015,11:57:03 [Scheduler] [INFO ] - Running scheduled tasks
22-sep-2015,11:57:03 [Scheduler] [INFO ] - Scheduler: Sleeping for 5 minute(s)
22-sep-2015,11:57:03 [Queue Processor2] [INFO ] - Deleting expired access requests
22-sep-2015,11:57:03 [Queue Processor2] [INFO ] - Deleting 0 expired access requests
22-sep-2015,11:57:04 [Queue Processor1] [INFO ] - 
22-sep-2015,11:57:04 [Queue Processor1] [INFO ] - LDAP: Synchronization Report.
22-sep-2015,11:57:04 [Queue Processor1] [INFO ] - LDAP: -----------------------
22-sep-2015,11:57:04 [Queue Processor1] [INFO ] - LDAP: Users    Added:0.  Updated:14.  Deleted:0
22-sep-2015,11:57:04 [Queue Processor1] [INFO ] - LDAP: Groups   Added:0.  Updated:7.  Deleted:0
22-sep-2015,11:57:04 [Queue Processor1] [INFO ] - LDAP: Sync Completed.
22-sep-2015,11:57:04 [Queue Processor1] [INFO ] - LDAP: Total execution time was 0 Minutes 0.724 Seconds
22-sep-2015,11:57:04 [Queue Processor1] [INFO ] - 
22-sep-2015,11:57:05 [Queue Processor2] [INFO ] - Processing report[Live Access Requests]
22-sep-2015,11:57:05 [Queue Processor2] [INFO ] - Processed report[Live Access Requests] in [0] milliseconds
22-sep-2015,11:57:33 [Default Executor-thread-48] [INFO ] - Received request to validate a connection from the broker with connection code: [679XXX2] from target [[ Manufacturer:LENOVO Model:75227SG Serial:RXXXXXX Computer name:XXX_XXXX UUID:21E56XXXXXXXXXXXXXXXXXXXGUID:b5XXXX0-3734-4b56-ce-XX-711XXXXXXXX MAC:XX:XX:XX:XX:XX:XX]]
22-sep-2015,11:57:33 [Default Executor-thread-48] [INFO ] - Found valid session [390] for connection code [679XXX2]
22-sep-2015,11:57:33 [Default Executor-thread-48] [ERROR] - 
An unexpected application error occurred. Details are shown below. There may be additional information in the log files.

Status: 500 - (Internal server error)  The server encountered an error and can't fulfill the request.

Exception occurred: class java.lang.NullPointerException

Message: java.lang.NullPointerException

java.lang.NullPointerException

java.lang.NullPointerException
    at com.ibm.uk.greenock.tmrules.RulesManager.evaluate(Unknown Source)
    at com.ibm.uk.greenock.callHome.CallHomeDAO.registerNewTarget(Unknown Source)
    at com.ibm.tivoli.rc.sessions.ValidateSessionDAO.validateBrokerConnection(Unknown Source)
    at com.ibm.tivoli.rc.servlet.ValidateConnection.doPost(Unknown Source)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:595)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:668)
    at com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:1239)
    at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:759)
    at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:461)
    at com.ibm.ws.webcontainer.filter.WebAppFilterChain.invokeTarget(WebAppFilterChain.java:127)
    at com.ibm.ws.webcontainer.filter.WebAppFilterChain.doFilter(WebAppFilterChain.java:88)
    at com.ibm.uk.greenock.filter.SecureRequestFilter.doFilter(Unknown Source)
    at com.ibm.ws.webcontainer.filter.FilterInstanceWrapper.doFilter(FilterInstanceWrapper.java:194)
    at com.ibm.ws.webcontainer.filter.WebAppFilterChain.doFilter(WebAppFilterChain.java:85)
    at com.ibm.uk.greenock.filter.UTF8Filter.doFilter(Unknown Source)
    at com.ibm.ws.webcontainer.filter.FilterInstanceWrapper.doFilter(FilterInstanceWrapper.java:194)
    at com.ibm.ws.webcontainer.filter.WebAppFilterChain.doFilter(WebAppFilterChain.java:85)
    at com.ibm.ws.webcontainer.filter.WebAppFilterManager.doFilter(WebAppFilterManager.java:968)
    at com.ibm.ws.webcontainer.filter.WebAppFilterManager.invokeFilters(WebAppFilterManager.java:1056)
    at com.ibm.ws.webcontainer.servlet.CacheServletWrapper.handleRequest(CacheServletWrapper.java:78)
    at com.ibm.ws.webcontainer.WebContainer.handleRequest(WebContainer.java:885)
    at com.ibm.ws.webcontainer.osgi.DynamicVirtualHost$2.run(DynamicVirtualHost.java:252)
    at com.ibm.ws.http.dispatcher.internal.channel.HttpDispatcherLink$TaskWrapper.run(HttpDispatcherLink.java:584)
    at com.ibm.ws.threading.internal.Worker.executeWork(Worker.java:439)
    at com.ibm.ws.threading.internal.Worker.run(Worker.java:421)
    at java.lang.Thread.run(Thread.java:804)



22-sep-2015,11:58:04 [Default Executor-thread-54] [INFO ] - Received request to validate a connection from the broker with connection code: [679XXX2] from target [[ Manufacturer:LENOVO Model:75227SG Serial:R83XXXX Computer name:XXX_XXXX UUID:21E5XXXXXXXXXX0BC9253XXXXXXX0D0 GUID:bXXc0-3734-4b56-ce-XX-7111XXXX1f5 MAC:MA:C_:HE:RE]]
22-sep-2015,11:58:04 [Default Executor-thread-54] [INFO ] - Found valid session [390] for connection code [679XXX2]
22-sep-2015,11:58:04 [Default Executor-thread-54] [WARN ] - Unable to assign target [53] to session [390]
22-sep-2015,12:02:03 [Scheduler] [INFO ] - Scheduler awake
22-sep-2015,12:02:03 [Scheduler] [INFO ] - Running scheduled tasks
22-sep-2015,12:02:03 [Scheduler] [INFO ] - Scheduler: Sleeping for 5 minute(s)
22-sep-2015,12:02:03 [Queue Processor2] [INFO ] - Deleting expired access requests
22-sep-2015,12:02:03 [Queue Processor2] [INFO ] - Deleting 0 expired access requests
22-sep-2015,12:02:04 [Queue Processor1] [INFO ] - 
22-sep-2015,12:02:04 [Queue Processor1] [INFO ] - LDAP: Synchronization Report.
22-sep-2015,12:02:04 [Queue Processor1] [INFO ] - LDAP: -----------------------
22-sep-2015,12:02:04 [Queue Processor1] [INFO ] - LDAP: Users    Added:0.  Updated:14.  Deleted:0
22-sep-2015,12:02:04 [Queue Processor1] [INFO ] - LDAP: Groups   Added:0.  Updated:7.  Deleted:0
22-sep-2015,12:02:04 [Queue Processor1] [INFO ] - LDAP: Sync Completed.
22-sep-2015,12:02:04 [Queue Processor1] [INFO ] - LDAP: Total execution time was 0 Minutes 0.892 Seconds
22-sep-2015,12:02:04 [Queue Processor1] [INFO ] -

Are you able to see what is going wrong here?

Backstory: This is a re-purposed client, which could have been known by another Computername on another IPAdres in earlier times, because we Swap these devices. Also: The Computername has been changed after Remote Control Target was installed. I tried to see if that was an issue by fixing it with the Delete Fixlet and reinstalling it; but to no avail.

p.s. I removes some info about the machine. The MAC adress reports fine

2

I recommend you open a PMR with IBM. Information on doing this can be found HERE.

3

Hi Alex,

I concur with Tim’s recommendation to open a PMR with IBM. I had a quick look, but I don’t think we’ve seen this problem before. When you report the problem to IBM, please include the version and build number of the Remote Control server and agent.

It would also help the support team if you could provide debug level server log showing the problem. Instructions for changing the logging level: http://www-01.ibm.com/support/knowledgecenter/SS63NW_9.2.0/com.ibm.tem.life.doc_9.2/Remote_Control/RC_Admin_Guide/rcadmserverlogfiles.html. After restarting the remote control server, try to reproduce the problem before collecting the log file.

With Kind Regards,
Chris
Software Engineer - IBM Endpoint Manager for Remote Control

4

Thank you both for the suggesion, it is not very hard to reproduce the problem since it kinda happens with every device i’m trying to use…

The DEBUG logging does not show any real different data, the same error as the first post returns without much info.
What I do see by the way, is a lot of SQL errors.

06-okt-2015,14:48:27 [Default Executor-thread-54] [ERROR] - Running SQL[INSERT INTO ASSET.SESSION_POLICIES ( SESSIONKEY , POLICY_NAME , POLICY_VALUE ) VALUES ( 420 , 'rc_def_active' , 'yes' )] caused error [Violation of PRIMARY KEY constraint 'PK__SESSION___97AF90E93CA24756'. Cannot insert duplicate key in object 'ASSET.SESSION_POLICIES'. The duplicate key value is (420, rc_def_active).]

All the SQL INSERT statements return this issue.

I’ll try to contact IBM as suggested.

5

Hi Alex,
Were you able to resolve your issue ? I am facing similar issues with the Endpoint Remote Control.
Any pointers before we too seek IBM Support help via the PMR route …

Thanks
Ravi

6

No, we didn’t, mainly because I got the main problem to work again (we couldnt access the machines). I set the ‘Managed’ setting to 0 and suddenly it worked again.

The reason I didnt file a PMR was because subscribing to PartnerWorld took a very long time, in which I was able to resolve the issue (partly).

7

hi, alex i have the same proble. can you explain more, abaout set manage setting to 0. which section i can find it? thanks.