My Endpoint Management Console has no data?

Hello,

We are using IBM Endpoint Manager v 9.1.1117.0

My problem is that I cannot log into my console and display any data. I get the standard “loading sites, X, Y, Z” screen that loads normally, and then it loads just the “frame” of the program. Resetting the console cache, using the uninstaller/cleaner utility… nothing fixes the problem. It worked just fine yesterday morning but then in the afternoon it stopped. I have 6 errors at the bottom bar which I have placed at the bottom of this.

This has been happening to other users for a long time but never mine. Now today it is doing it to me.


At 11/10/2015 4:11:12 PM
in site #9287 ‘BigFix Labs’

The following files had a checksum that did not match the checksum in
the site directory listing:
TWS 5000.fxf


At 11/10/2015 4:10:54 PM
in site #1 ‘BES Support’

The following files had a checksum that did not match the checksum in
the site directory listing:
EULA_Datacenter Management_9.2_SLV.html
EULA_IBM License Metric Tool_9.2_SLV.html
EULA_SmartCloud Patch Management_9.0_JPN.html
EULA_SmartCloud Patch Management_9.0_KOR.html
EULA_Software Use Analysis_9.0_CES.html
EULA_Software Use Analysis_9.2_notices.html
EULA_Starter Kit for Lifecycle Management_9.0_FRA.html
EULA_Starter Kit for Lifecycle Management_9.0_IND.html


At 11/10/2015 4:11:13 PM
in domain specification AllContent.BESDomain

File error “class DirectoryNotFoundError” on “C:
\Users\is00amm\AppData\Local\BigFix\Enterprise Console\10.1.1.185
\PLASTIPAK.COM_is00amm\Sites\BES Support\BESDomain_2_0.xsd”: Windows
Error 0x3: The system cannot find the path specified.


At 11/10/2015 4:11:13 PM
in site Enterprise Security
in domain specification PatchesForWindowsEnglishWebReports.BESDomain

class UnableToResolveReference


At 11/10/2015 4:11:13 PM
in site Updates for Windows Applications
in domain specification UpgradesForWindowsWebReports.BESDomain

class UnableToResolveReference


At 11/10/2015 4:11:13 PM
in site Patching Support
in domain specification PTCH-SLE.BESDomain

class UnableToResolveReference

The errors referenced are concerning, and suggest that something is interfering with the Console’s cache (in some cases, the errors suggest files are missing, in others, the errors suggest the files have been modified/tampered with). You mention that clearing the Console cache did not help. Perhaps systems such as AV are interfering? One option to consider might be relocating the Console cache to see if that helps (and possibly excluding it from real-time scans): http://www-01.ibm.com/support/docview.wss?uid=swg21505741

Good thought. So I moved the cache, disabled AV, still the same thing. It is also happening on the server’s console if I try my ID. Must have something to do with the operator in the system and not the console itself.

Also when I close the console it saves actions and results like it normally would. Everything acts just fine except I see no data and get those errors.

What happens if you disable the cache entirely?

You mean “Always load data from database”? I tired this and the same thing happens.

I created a non master admin so I could limit the sites.

With only the “Patches for Windows” and the “Updates for Windows Applications” I am able to get data as I would normally expect. I’m going to play from here.

Still getting these 2 errors though at he bottom


At 11/12/2015 2:46:18 PM
in site Enterprise Security
in domain specification PatchesForWindowsEnglishWebReports.BESDomain

class UnableToResolveReference

At 11/12/2015 2:46:18 PM
in site Updates for Windows Applications
in domain specification UpgradesForWindowsWebReports.BESDomain

class UnableToResolveReference

Is upgrading to a newer version not an option?

Not currently but possibly soon. below is what I have done to get it at least working. I basically have it all working now but without site 2 “Endpoint Security” / “Patches for Windows (English)”. All of this is with my master OP user.

These are just notes as I went on, but at least it is something. Still doesn’t explain WTF is happening.

Marked IsDeleted 1 and subscriptionmode 1 for site 2 (ent security) which is “Patches for windows”
I marked site 1 (BES Support) as IsDeleted 1 in the sql table
opened the console and got an error about an incorrect site reference, console closed
marked site 1 IsDeleted 0 in sql table
CONSOLE OPENED WITH DATA. 345 fixlets/tasks / Patches for Win is missing
Sites showed everything but “Patches for windows”
Restarted bes server service
Console loaded 2/2 sites
Fixlets and tasks show from sites
• Bfhelpdesk’s op site
• Custom content
• Installs
• Master Action Site
• Updates for Windows Applications
• Utilities

Marked isdeleted 0 and subscriptionmode 0 for site 2 (ent security)
Console loaded 2/2 sites
SITE Patches for Windows was now showing up in sites, version 0, hit “Gather”
Went to my Operator Site and sites now shows Patches for windows
LEFT PANE blanked out on me 2min later, still could use the back button to go through right pane history
Went to the patches for windows site in right pane history, waited for current version to change from 0
Current Version went from 0 to 2367
Closed the console and opened it back up, loaded 5/5 sites
HAVING SAME “BLANK” SCREEN / 6 errors at bottom
Marked isdeleted 1 and subscriptionmode 1 for site 2 (ent security) which is “Patches for windows”
Console loading 4/4 sites to a BLANK screen again, closed console
I marked site 1 (BES Support) as IsDeleted 1 in the sql table
Console loading 3/3 sites to error “Con to server could not be cmp. Diag Mess: class NoSuchSite
I marked site 1 (BES Support) as IsDeleted 0 in the sql table
Console loading 3/3 sites
CONSOLE OPENED WITH DATA. 364 fixlets/tasks / Patches for Win is missing
Sites showed everything but “Patches for windows”

ERRORS AT BOTTOM = 3


At 11/12/2015 5:14:01 PM
in site #9287 ‘BigFix Labs’

The following files had a checksum that did not match the checksum in the site directory listing:

TWS 5000.fxf


At 11/12/2015 5:14:02 PM
in site Updates for Windows Applications
in domain specification UpgradesForWindowsWebReports.BESDomain

class UnableToResolveReference

At 11/12/2015 5:14:02 PM
in site Patching Support
in domain specification PTCH-SLE.BESDomain

class UnableToResolveReference

I can’t remember how to delete/add sites but I am thinking I should delete the endpoint security and re import it???

Also, what is the file c:\leonardo2.txt and why is besconsole.exe trying to create it over and over when loading? It doesn’t have the privilege to do so.

My Non MO user has Updates for Windows Applications and Patches for Windows (English) and it is working with these 2 sites, but now I don’t have the MO privileges.

So my MO user does not work until I get into it without the Patches for Windows, and my nonMO works with Patches for Windows. I don’t get it…

I still get these 2 errors on the nonMO user


At 11/16/2015 8:52:09 AM
in site Enterprise Security
in domain specification PatchesForWindowsEnglishWebReports.BESDomain

class UnableToResolveReference

At 11/16/2015 8:52:09 AM
in site Updates for Windows Applications
in domain specification UpgradesForWindowsWebReports.BESDomain

class UnableToResolveReference

I foresee a PMR in your future.

1 Like

I agree with @jmaple, definitely file a PMR if you have not already. You should provide a link to this post in the PMR, support may never read it, but if they do it will provide some context.

It definitely seems like there is something major wrong here. You should figure out when these issues first started occurring and then look into changes that happened around the same time.