Troubleshooting error messages in Discovery Probe:



Here are the troubleshooting steps for some of the common errors. Please note that if you are trying to discover computer assets, then installing the Freshservice Discovery Agent will help avoid most of these errors.


Installation Errors


Unsupported Operating System

Cause: Discovery Probe doesn't support this OS yet

  • Send us the details of your Operating System at support@freshservice.com. We'll get in touch with you


The application requires .Net Framework 4.6 

Cause: Your device requires .Net 4.6 to install the Probe

  • Please download and install .NET 4.6 and retry installing the probe. (.NET 4.6 can be downloaded from this link)

Error: Unable to communication with Freshservice after installation

Cause: This issue occurs when the port 443 is not open on the server where the Discovery Probe is installed.

Solution:

  • Enable the port 443 in probe installed server machine which will allow access to all sites in the server machine.

  • If you wish to not open all sites in the server with opening the port 443, you can open just the Freshservice site and https://fstools.freshservice.com for the probe to work



Authentication Errors


Error: Unable to Connect to Freshservice

CauseInternet connection issues or a Proxy is configured

  • Check if the device can connect to the internet

  • If you have a proxy configured, provide the proxy information and retry authenticating the probe

  • If the issue persists, reach out to support@freshservice.com.


Error: Unable to Connect to Freshservice. Please check the proxy setting

Cause: Incorrect Proxy credentials or Firewall issues

  • Check if  the device is connected to the internet

  • Check the Proxy credentials

  • Check if there is a firewall blocking communication from the probe to Freshservice



Migration Error


Migration Failed

Cause: The database migration was not successful after reinstalling the new version

  • Send us the DB file of the Discovery Probe to support@freshservice.com. We'll get in touch with you.



Scan Related Errors


Error: DCOM / Firewall Settings 

Cause: There is an error with your DCOM/Firewall Settings that doesn't permit the asset in your network to make WMI requests

  • Download this executable file in the client device.

  • Locate FSScanConfig.exe in the downloaded folder on the client machine and double click it.

  • UAC dialog box will prompt for Administrator access. Click Ok.

  • The DCOM/Firewall Settings should be resolved now.


Error: Requests Blocked by Firewall

Cause: The ports required for sending and receiving WMI requests in the device might not be open.

  • Download this executable file in the client device.

  • Locate FSScanConfig.exe in the downloaded folder on the client machine and double click it.

  • UAC dialog box will prompt for Administrator access. Click Ok.

  • The DCOM/Firewall Settings should be resolved now.


Invalid SSH Credentials

Possible Cause 1: SSH credentials given in the scan page might be wrong.

  • Update the username and password for your SSH connection.


Possible Cause 2: Sometimes, scanning certain parts of your devices might require root access (for Linux and OS X users) 

  • Please check if the device was turned on during the scan. 

  • Try passing the root password of your machine to the Probe (optional).


SSH Connection Disabled

Cause: The SSH Connection is disabled


To enable SSH on Mac OS X:

  • Go to System Preferences → Sharing (under Internet & Wireless)

  • Enable 'Remote Login' on the LHS list

  • Select 'All Users' under 'Allow access for'


Linux Users and Mac users can also download and Install SSH server and Client in the device.


Unable to Ping Device

Try pinging the device manually

  • Open command prompt in your computer (Terminal if you are using Linux or OS X)

  • Type “ping <HostName / IP>”

If all the packets are sent and received and if you do not see any timeouts, then everything is working fine. Try scanning the specific device again in Probe


Possible Cause 1: The device is unavailable in your network

  • Ensure that the device is available in the same network.


Possible Cause 2: The device is currently turned off

  • Check if the device was turned on during the scan. 


Possible Cause 3: Your firewall is blocking ICMP packets from the Discovery Probe

  • Check whether there is an Inbound rule in your Firewall Settings to allow ICMP packets.  If not, create an Inbound rule in Firewall to allow such one.

Error: Unable to schedule scan for user import and device scan

Cause: This issue occurs when the Probe is installed in a virtual machine that has a high Maximum Threads count.

Solution:

  • Stop the FreshserviceScan service and close the probe window. 

  • Navigate to  "{Probe installed Folder}\FreshServiceProbe\conf" in the Configurations.json file and change the MaximumThreads value to something lower (such as 2 or 4)

  • Restart the FreshserviceScan service.


 

Other

 

Error: Freshservice Account Suspended/Deleted

Cause: Looks like the account that was connected to the probe has been suspended/deleted

  • If your account is still active, reach out to support@freshservice.com.


Error: Probe removed in Freshservice

CauseLooks like the probe has been removed in the Freshservice application (Admin -> Discovery -> Probe -> Remove)

  • Please reach out to your administrator for more information

  • If you would like to re-use the probe, please uninstall and reinstall the probe

Error: SCCM custom field mapping not getting reflected in Freshservice

The custom field in freshservice mapped to a column in SCCM table mapper is not reflected in Freshservice.

Solution:

  • Map the custom field in Freshservice to a required SCCM column in any view

  • Modify the SCCM table mapper JSON file present in the following location 

 "DeviceAdditionalProperties": {

 "TableName" : "v_GS_SYSTEM",

             "ResourceID" : "ResourceID",

              "CustomFields" : {

                              "Freshservice Notes" : "Description0"

                   }

                }

  • Restart the probe scan service to reflect the SCCM mapper file changes.

  • On triggering the SCCM device scan, if there are any exceptions in the probe logs like “Invalid column name Description0” the mapped column Description0 is not present in the view v_GS_SYSTEM.

  • On mapping with the required column present in SCCM view, you can view the respective field value populated in Freshservice.



Error: Unable to add products in SNMP devices


Printer, switch, router, access point products are not added in SNMP devices

 

Solution:

 

In order to add a product for SNMP devices, the respective device OID entry has to be added in devices.csv along with the model name

 

  • Stop the FreshServiceScan service and close the probe window

  • Step 2: Open the "{Probe installed folder}\FreshServiceProbe\scan\devices\devices.csv" file.  By default the {probe installed folder} will be "C:\Program Files (x86)\Freshworks"

  • Add a new line in the format SystemOID of the SNMP device, model name, device type.  For example .1.3.6.1.4.1.647.19898.10.1, Dell Laser Printer 3100n, Printer

  • After saving the devices.csv file, start the FreshServiceScan service

  • On scanning, the respective SNMP device product will be added to freshservice based on the given OID

 

 

NOTE: SystemOID for an SNMP device can be identified by using any MIB Browser.

 

 

 

Errors detected in Probe DCOM settings

 

There’s an error in DCOM settings while scanning devices through the Discovery Probe.

 

Solution:

 

Note: These settings have to be configured only for Windows devices that are to be scanned by the Probe and are not applicable for Mac/Linux.


DCOM settings:

  • HKLM\SOFTWARE\Microsoft\Ole\EnableDCOM   is set to ‘Y’

  • HKLM\SOFTWARE\Microsoft\Ole\EnableDCOMHTTP   is set to ‘Y’

  • HKLM\SOFTWARE\Microsoft\Ole\LegacyAuthenticationLevel   is set to ‘0’

  • HKLM\SOFTWARE\Microsoft\Ole\LegacyImpersonationLevel    is set


Firewall INBOUND settings:

  • FSDCOM: will allow the probe to communicate the program %systemroot%\system32\svchost.exe and the service Remote Procedure Call(RPC) service to communicate using TCP protocol under local port 135

  • FSWMI: will allow the probe to communicate the program %systemroot%\system32\svchost.exe and the service Windows Management Instrumentation(WinMgmt) service to be communicated using TCP protocol under local port any.  Here it opens all the ports because it uses a dynamic port range from 1024 to 65535.

  • FSApp: will allow the probe to communicate the program %systemroot%\system32\wbem\unsecapp.exe

  • The above settings (DCOM & Firewall) are recommended by Microsoft to open a remote WMI connection in any windows machine.  

  • The above settings are automatically done by our FSScanConfig.exe as provided in the solution article (https://support.freshservice.com/support/solutions/articles/166118-troubleshooting-error-messages-in-discovery-probe).



General Errors

  • Unknown Error

  • Unable to Identify Device Type  

  • Connection Timed Out (SSH)

  • Unable to Identify SNMP Device - Learn more about SNMP Device Scanning here

  • Connection Timed Out (SNMP)   

  • Server is Unreachable

In case you come across any of these general errors, please collect your log file from your installation folder (for example: C:\Freshservice\FreshserviceProbe_1.00\logs) or take a screenshot of what you are looking at in your end. Send them over to support@freshservice.com and we'll get in touch with you right away.