RVY200679: Troubleshooting Zero Touch inventory problems

General Information

During the inventory of environments, some devices can have problems.

This guide includes steps to analyze and solve some of the issues that can occur during the inventory of devices.

Contents of this knowledge base article:

Connection Failure
Authentication failure
Scheduled Tasks
Log Files
Related Knowledge-Base Articles

1. Connection Failure

The error Connection Failed describes, in general the problem, that the device is not reachable via the network.

You can perform these steps to analyze the issue:

1	If you want to do a zero Touch inventory, but you get the Connection failed error, there are a few steps you can execute to identify the problem.
2	First, you could try the PowerShell command nslookup <DeviceName> to get the device IP-address.
3	When you got the IP-Address, try to ping the device. If the request times out, the following could cause the issue: a problem with the (local) firewall the device is not in the network the network settings are wrong Try to ping another device. If the second ping succeeds, there could be a problem on the target machine with the firewall. If both pings are failing, check the local machine firewall.
4	If you can reach the device execute Test-NetConnection <devicename> -Port <22/135/139/445> to ensure if the related ports are blocked or not. If the device is not reachable or the ports are blocked, contact your network administrator to solve the connectivity issue.
5	Another possible option is that the device is in the network and all needed ports are open but there is still the connection error. Do a Tracert <Devicename> test and check the needed time. Then go to Scan Engine and check the inventory timeout.
6	Go to Devices + services → Inventory → Zero-Touch → Windows and check the connection timeout. If the time from the Tracert tests are higher than the Scan Engine timeout settings, increase the timeout.
7	If you can not find any issue in the network settings, please make sure that the devices are in the same domain.

2. Authentication failure

Authentication Failed describes the error, that it is possible to connect to the device, but it is not possible to sign in with the selected user.

1	If you get the Authentication failed error. Please check the following setps.
2	For Windows, you can open PowerShell and type in Get-WmiObject -Class Win32_ComputerSystem -cn <DeviceName> -Credential <Domain\user> to get WMI information of the target device. In case this does not work, your credentials may be wrong. If this works, check the Scan Engine credentials.
3	If the target device is a Linux/Unix/Mac device, try to log on via SSH with e.g. Putty. In case this does not work, your credentials may be wrong. If this works, check the Scan Engine credentials.
4	Ensure that the credentials are set correctly in Scan Engine. To check the credentials in ScanEngine go to 'Devices + services' → 'Credential store'.
5	Sign in to the target system and check if the credentials are correct also check user that is supposed to sign in for the inventory is a member of the local Administrators group. If the user is not a member of this group. Check for the groups Performance Monitor Users, Distributed COM Users, Remote Management Users and also the WMI class. If the credential user is not in these groups, use the KB article RVS200347 or the KB article RVY200410 to add the user to the related groups.

3. Scheduled Tasks

If there aren't any inventories created, and you are using the scheduled tasks, ensure the services are running.

1	First, check if the scheduled tasks have the status enabled in ScanEngine. If they are disabled change the status to enabled.
2	Then check if the RayVentory Scan Engine related services are running. If not, enable the service for the scheduler.