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Reasons for large group of TEM Clients failing to register and appear offline

Technote (troubleshooting)


Problem(Abstract)

There are many reasons why a TEM Client would fail to appear in the TEM Console, this knowledge base article only concerns failures caused by the registration problems

Resolving the problem

You can determine if the TEM Client is having registration problems by checking the TEM Client logs. Their default location is: C:\Program Files\BigFix Enterprise\BES Client\__BESData\__Global\Logs

The TEM Client will normally attempt to register when the TEM Client starts up, switches TEM Relays and every twenty four hours since its last registration attempt. The attempt to register will look something like this in the TEM Client log file:

At 15:47:32 -0700 -
RegisterOnce: Attempting to register with 'http:// :52311/cgi-bin/bfenterprise/clientregister.exe?RequestType=RegisterMe&ClientVersion= &Body= &SequenceNumber= '

If the TEM Client fails to register there will be an error message on the line following the registration attempt. The TEM Client will attempt to register again very shortly after the failed attempt as well.

An error message or repeated registration attempts indicates the TEM Client is either having a network connectivity problem or the is having registration problems.

Try cutting and pasting the http registration url from the TEM Client Log into a web browser on the client machine. You should receive the following responses for the following requests:

  1. http:// :52311/cgi-bin/bfenterprise/clientregister.exe Response: Error: unknown request type

  2. http:// :52311/cgi-bin/bfenterprise/clientregister.exe?RequestType=Version Reponse: ClientRegister Version 5.0.5.0 (the version number should correspond to you TEM Client versions)

  3. http:// :52311/cgi-bin/bfenterprise/clientregister.exe?RequestType=RegisterMe Response - Success 52311 5.0.5.0 (or your current TEM Client version number) 0 0

If you receive any error messages please try restarting the TEM Relay that returned the error message and try entering the requests again. The TEM Relay may be the Main TEM Server.

If you are still receiving the error messages, you may need to reset your TEM Client registration list. As a warning, if you do reset the TEM Client Registration list all of your TEM Clients will appear offline in the TEM Console until they attempt to register again. TEM Client may not attempt to register for twenty four hours so it could take a day or more to repopulate the TEM Client Registration list.

To recreate the TEM Client Registration list, follow these steps:
  1. Stop the BES Gather Service and BES Root/Relay Service.
  2. Make a backup copy of the current registration list. Default locations: TEM Relay - C:\Program Files\BigFix Enterprise\BES Relay\ClientRegisterData\registrationlist.txt TEM Server - C:\Program Files\BigFix Enterprise\BES Server\ ClientRegisterData\registrationlist.txt
  3. Delete the registrationlist.txt file (check the default locations in step 2).
  4. Restart the BES Gather Service and BES Root/Relay Service.
  5. Restart a TEM Client and make sure that new registrationlist.txt file is created with an entry for the TEM Client. The TEM Client's IP address will appear in the file if it has successfully registered.

If recreating the registration list fixed the problem, TEM Clients will slowly start to show up online in the TEM Console. Again, the rate at which TEM Clients reregister may be very slow and could take over a day before it is completely rebuilt.

Please contact your support technician if you are still unable to resolve the registration problems.

Historical Number

221

Document information

More support for: IBM BigFix family

Software version: All Versions

Operating system(s): Platform Independent

Software edition: All Editions

Reference #: 1505966

Modified date: 30 September 2014


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