The article discusses the various causes for TEM clients that report "<not reported>" for every action targeted at them.
Resolving the problem
The TEM Clients will report "<not reported>" for actions for many reasons. Listed below are some of the most common reasons:
- TEM Clients are off or not connected to the network - The TEM Clients obviously cannot report if the computer is off or if the TEM Client cannot connect to the TEM Server or TEM Relays. It is easy to see the last report time of the TEM Client in the TEM Console to see if the computer has reported recently.
- TEM Clients did not receive UDP "ping" - Whenever there is a new action, new Fixlets available, or new downloads available, the TEM Server and TEM Relays send a UDP "ping" on the TEM port number (by default it is 52311) to the last known TEM Client IP. If this message is not received, the TEM Client will not know there is a new action to report on. By default, the TEM Clients will automatically gather once per day to see if there are any new actions or Fixlets available. At this time, they will notice any actions sent out. You can test if the TEM Clients can receive UDP "pings" by right-clicking on the computer in the TEM Console and sending a refresh. If the TEM Client receives the UDP message, it will shortly update its last report time (within a minute or two usually). If it doesn't update that time, it indicates it didn't receive the UDP message.
See the following document for information on enabling command polling when UDP is blocked: http://www-01.ibm.com/support/docview.wss?uid=swg21505846
Note: The TEM Clients will report in normally on their heartbeat interval so make sure that the TEM Client was responding to the refresh and wasn't reporting on its normal schedule. The TEM Clients will not receive their UDP messages if there is a firewall blocking UDP packets on the TEM port (52311 by default), if there is a NAT translator between the TEM Server and the TEM Clients (or TEM Relays and TEM Clients), if the computers are running personal firewalls like Zone Alarm, Black Ice, or the XP firewall, or if the TEM Clients have switched IP addresses since the last time it registered (by default the TEM Client registers every 6 hours).
Note: A simple test from the TEM Console can help determine if UDP messages are being blocked. On the Computers tab in the TEM Console select a computer and then right mouse click to select the option "Send Refresh". If UDP messages are able to get to the TEM Client you will see an entry similar to "ForceRefresh command received" in the client's logfile.
See the following reference for information on where the TEM Client log files are kept: Location of the TEM Client Logs
- TEM Clients are unable to use efficient MIME while efficient MIME is being used for actions.
Beginning with TEM/BigFix 7.0 actions can be created using an efficient MIME format which is incompatible with pre-TEM/BigFix 7.0 TEM Clients. To allow pre-TEM/BigFix 7.0 TEM Clients to operate in a TEM 7.0 environment, set the Advanced Options to not use efficient MIME.
To do this, go to the "Advanced Options" tab in the TEMAdmin utility, select the option usePre70ClientCompatibleMIME, select the Edit button, and set the value to true. Then click OK and then OK to exit TEMAdmin
Once this is set, any new actions will not use the efficient MIME and will be compatible with pre-TEM/BigFix 7.0 BigFix Clients, and clients should begin to report on these new actions.
Note: prior to TEM/BigFix 7.1 the value must be "true" as opposed to "True" or "TRUE", etc. (it is case sensitive). Beginning in TEM/BigFix 7.1 it is no longer case sensitive.
If none of these suggestions fix your problem, please contact your support technician to troubleshoot this issue further, and include the following information:
- Version of TEM Server
- Version of TEM Console
- Current setting of Efficient MIME
- TEM Client log files (see the following for further information: Location of the TEM Client Logs
- On Windows systems, if possible, TEM Client Diagnostics files. These can be obtained by running the task TROUBLESHOOTING: Run BES Client Diagnostics (KB ID #353 in the BES Support site) or by running the diagnostics tool directly. For more information, see:
TEM Client Diagnostics..
Note: The TEM Client Diagnostics utility will gather the logfiles automatically.