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System Center Online Services: Asset Inventory Service Tips and Troubleshooting

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Deployment and Installation

Tip: How to remove the AIS client software

To remove the AIS client software from a computer running Windows Vista, do the following:

  1. Click Start, and then click Control Panel.
  2. Click Programs.
  3. Under Programs and Features, click Uninstall a program.
  4. In the list of programs, select System Center Online Client, and then click Uninstall.

To remove the AIS client software from a computer running Windows XP, Windows Server 2003, or Windows 2000, do the following:

  1. Click Start, point to Control Panel, and then click Add or Remove Programs
  2. Click System Center Online Client Software, and then click Remove.


Tip: How to configure AIS client computer behavior by using Group Policy

The SCO administrative template file, or SCOnline.adm, enables you to do the following by using Group Policy:

  • Add the client to a group. This setting allows you to assign the computers in your inventory to a computer group.
  • Turn off fallback to Microsoft Update. This setting allows you to prevent or allow the AIS client software from receiving updates from Microsoft Update by default. If this setting is enabled, when the AIS client software requires updates, it does not fall back to Microsoft Update.
  • Add additional proxies. This setting allows you to specify additional or backup proxy servers that client computers can use to communicate their inventories with AIS.

You can download SCOnline.adm from the Microsoft Web site (

The SCOnline.adm file should be installed on a computer that is being used to administer your domain-based Group Policy settings. To install the SCOnline.adm file, follow these steps:

  1. Copy sconline.adm to %windir%\inf.
  2. In the Group Policy tree, right-click Administrative Templates under the Computer Configuration tree.
  3. Click Add/Remove Templates.
  4. Click Add and select sconline.adm. Then click Open.
  5. Verify that sconline is now listed in the Current Policy Templates, and then click Close.

The policies to configure the System Center Online group membership on client computers can now be found in Computer Configuration\Administrative Templates\System Center Online.

For more information about using Group Policy to manage AIS client software behavior, see "Client Configuration Settings in the AIS Administrative Template File" in the AIS Help.



Tip: How to retire an AIS client computer

To stop a client computer from reporting to AIS (also referred to as "retiring" a computer):

  1. Go to the AIS Computers workspace and click Retire computer in the Actions pane.
  2. In the Retire Computer dialog box, confirm by clicking Yes.

The computer will no longer report inventory to AIS, but it will not be uninstalled. If you want the computer to start reporting inventory to AIS once again, you will need to reinstall the AIS client software on the computer.



AIS General Information

Problem: I cannot add a particular user to our AIS account. I get a message saying that an error has occurred.

How to troubleshoot:

  • Make sure that the e-mail account is associated with a valid .NET Passport or Live ID account.
  • Use a different or new Microsoft .NET Passport or Live ID e-mail address when adding this user to your Asset Inventory Service.


Problem: I get the following error when I attempt to log on to the AIS Web site: "We do not have an AIS account associated with this Live ID."

How to troubleshoot:

  1. Try logging on to the AIS Web site with an alternate e-mail address.
  2. Contact your licensing agreement administrator to verify the e-mail address that was specified for you at the time your AIS account was activated.


Problem: I want to reset my company's existing AIS account. How can I do this?

To reset your AIS account, contact your AIS support representative.

Note: Resetting your account requires that you download and install new custom AIS client software on the computers you want in your inventory. Until the custom client software is deployed, inventory is not collected from client computers of a reset account. After resetting your account, users registered with the old account are not able to log on until they have been added again.


Deployment and Installation

Problem: I can't install my client software from the network location; I receive a network error when reading from the Internet Explorer temp file directory.

How to troubleshoot:

Download and save the client software to the local computer for installation or distribution.


Problem: I cannot reinstall the AIS client software; I get the following error: "A failure occurred when attempting to read from an .msi file."

How to troubleshoot:

This error can occur if the MSI client package is renamed or deleted. To resolve this issue, remove and then reinstall the AIS client software.

To remove the AIS client software on computers running Windows® XP or Windows Server® 2003, do the following:

  1. Click Start, point to Control Panel, and then click Add or Remove Programs.
  2. In the button pane, click Change or Remove Programs.
  3. Select System Center Online Agent.
  4. Click Remove.
  5. When removal completes, close Add or Remove Programs.

On computers running Windows Vista®, remove the AIS client software by using Turn Windows features on or off.

  1. Click Start, and then click Control Panel.
  2. In the Programs area, click Uninstall a program.
  3. In the Uninstall or change a program window, select System Center Online Agent.
  4. Click Remove.
  5. When removal completes, close the Uninstall or change a program window.

After removing the AIS client software, reinstall it.

  1. On a client computer, download the AIS client software after logging on to your account at the AIS Web site.
  2. Select Run from the download dialog box to install the client in the %windir%\Program Files\Microsoft System Center Online Client directory. You can also save the SCOnlineClient.msi package to another location.
  3. Open the folder into which you downloaded the client software.
  4. Double-click the installer package SCOnlineClient.msi.



Problem: I do not see any of my AIS client computers that are behind a proxy server.

How to troubleshoot:

Your proxy server must be configured to use computer authentication. Check your proxy servers for the correct authentication configuration settings. The following steps will enable you to add computer authentication for each of your individual client computers when using the Microsoft ISA server:

  1. Open the Command Prompt windows and run one of the following commands:
    1. If the group is a domain group, run this command on the domain controller:

      net group "[Internet Authenicated Group Name]" "[Computer Name]" /add
      For example: net group "Internet Authenticated Users" "win2k3$" /add
    2. If the group is a local group located on the ISA Server, run this command:

      net localgroup "[INSERT Internet Authenticated Group Name Here]" "[INSERT Computer Name Here]" /add
      For example: localgroup "Internet users" domain\computername$ /ADD
  2. Add an exception to ISA Server to allow anonymous access to the SCO—AIS Service URLs.
  3. Manually run the SCOnline-Full task in Task Scheduler.
    1. Open Windows Task Scheduler.
      • On a computer running Windows XP or Windows Server 2003, open Scheduled Tasks by clicking Start, pointing to Control Panel, and then clicking Scheduled Tasks.
      • On a computer running Windows Vista, click Start, click Control Panel, click System and Maintenance, click Administrative Tools, and then double-click Task Scheduler.
      • On a computer running Windows 2000, click Start, point to Settings, point to Control Panel, and then click Scheduled Tasks.
    2. In the Task Scheduler or Scheduled Tasks tree pane, open %windir%\Tasks.
    3. Right-click the task SCOnline-Full-{89C1481E-9333-4a66-9014-18C9F60CA82D}.
    4. On the shortcut menu, click Run.

Allow ten minutes for the SCOnline-Full task to complete and the computer's inventory to be displayed in AIS.


Problem: A client computer no longer appears in the client computer list or in the recent inventory reports.

How to troubleshoot:

The client computer may have been retired. To check whether the client computer has been retired:

  1. Check the Task Scheduler. If the client computer has been retired, all tasks related to the System Center Online service will be removed (for example, SCOnline-Full and SCOnline-Heartbeat).
  2. If the client computer has been retired, the SCOnlineClient.log will have the following entry: Found Action="Inactivate".


  • Retiring a client computer does not remove the client, but inventory is not collected or reported for the computer until the AIS client software is reinstalled.
  • To re-enroll a retired client computer, download and install the custom account client software on the retired client. The client computer will appear again in the client computer list within five hours. Inventory will not be reported for this client computer for the period of time it was retired.


Problem: One of my client computers is not reporting.

How to troubleshoot:

  • Make sure the client computer has active network connectivity and there are no proxy or firewall issues. (Note: Your proxy server must be configured to use computer authentication. See further information about configuring ISA servers for computer authentication on the Troubleshooting and Tips Web page.)
  • Verify that at least five hours have passed since the deployment of the client software and that the client computer has registered or enrolled with the service. By default, computers running Windows Vista can enter sleep mode after short periods of inactivity. If the computer is turned off, or set to enter sleep mode before the first AIS reporting task runs, the computer does not upload inventory the first month. To prevent this, make sure power to the client computer is connected, and the computer is running for at least one hour following AIS client software installation, to allow the first AIS reporting task to start. The first reporting task is completed between five and 55 minutes after installation of the AIS client software. To modify sleep settings in Windows Vista, open Control Panel, click Hardware and Sound, click Power Options, and then click Change when the computer sleeps.
  • From the home page, click Update Inventory. If the client computer had not previously sent inventory, it should send inventory at the next scheduled daily check-in time.
  • Verify that the client computer certificate is not corrupt, by uninstalling and then reinstalling the client software.


Problem: A client computer is listed in the client computers list, but has not reported inventory for more than 30 days.

How to troubleshoot:

Verify that the client computer is turned on and connected to the Internet. If the computer is not on when it is scheduled to upload inventory, the inventory upload task starts shortly after the computer is turned on again.

Verify that the scheduled tasks for the AIS client software are shown in Task Scheduler. In the client computer's Task Scheduler window, select the SCOnline-Full-{GUID} task, and then verify the scheduled, next, and last run dates and times. You can also view the Last Run Result field of the SCOnline-Full-{GUID} task, in which 0x1 means an error has occurred, and 0x0 means the upload was successful. If an error occurred, refer to other troubleshooting tips on this page for computers that are not uploading inventory to AIS properly.

Try starting an inventory upload manually on a client computer that has not reported inventory in the last 30 days. In Task Scheduler, right-click the SCOnline-Full-{GUID} task, and then click Run to start an immediate inventory collection and upload. Check the Last Run Result field of the task after five minutes, to verify that inventory upload succeeded. If inventory upload fails, a retry task is displayed in Task Scheduler. The retry task automatically schedules repeated attempts to upload the inventory during the next 24-hour period after an upload failure.


Problem: I get an error message when I try to export my inventory report on a server running Windows® Server 2003.

How to troubleshoot:

By default, Internet Explorer Enhanced Security Configuration is enabled on Windows Server 2003. Internet Explorer Enhanced Security Configuration establishes a configuration for your server and for Microsoft Internet Explorer that decreases the exposure of your server to potential attacks that can occur through Web content and application scripts. As a result, some Web sites might not display or perform as expected.

If Internet Explorer Enhanced Security Configuration is enabled on your server, you can choose to restore default Internet Explorer security settings used by Windows 2000 Server. To do this, perform the following steps.

  1. Open Control Panel, click Add or Remove Programs, and then click Add/Remove Windows Components.
  2. Clear the check box for Internet Explorer Enhanced Security Configuration, and then click OK.
  3. Click Next, and then click Finish.
  4. Restart Internet Explorer to apply your changes.

Important: When you use Windows 2000 Server security settings for Internet Explorer, you restore the lists of trusted sites and local intranet sites that existed at the time that Internet Explorer Enhanced Security Configuration was applied. Applying Windows 2000 Server default Internet Explorer security settings increases your server's exposure to potential attacks from malicious Web-based content.


Problem: There are duplicate records for an inventoried computer in my reports.

How to troubleshoot:

Duplicate records for a single inventoried computer can occur in reports if the serial number of the computer hardware is changed, or the computer's fully-qualified domain name (FQDN) is changed.

If a computer is registered on a different domain, the AIS client software interprets the computer's FQDN as unique, and the computer is enrolled again in the AIS inventory as a new, unique computer.

To avoid duplicate records, retire inventoried computers before joining them to a domain. For more information about how to retire a computer, see Computers Workspace in the AIS Help.


Problem: A program report doesn't show computers or software titles that are showing up in the list of inventoried computers in the Computers workspace, or the list of inventoried software titles in the Software workspace. Why does this discrepancy occur?

How to troubleshoot:

A program report only shows software titles that were inventoried in the 60 days before the end date you selected for your report (by default, the end date is the date the report is created).



Problem: Generating a license statement results in an error.

How to troubleshoot:

Typically, this is caused by an agreement pair that is not in the correct format for your organization's customer type. The license group for which you generated the statement might contain a license agreement pair that is formatted for Open Value customers. If your organization is not an Open Value customer, AIS is unable to retrieve information about that license agreement pair from Microsoft Volume License Services (MVLS). Although AIS can validate agreement pairs as they are added, even if they are in the wrong format for your customer type, improperly formatted agreement pairs can prevent you from generating a license statement. Verify that all the license agreement pairs in the license group on which you have generated a statement are formatted correctly for your customer type, as shown in the following list.

  • Open Value customers: Agreement number, repeat agreement number, name
  • Open customers: Authorization number, related license number, name
  • Select and Enterprise customers: Agreement number, related enrollment number, name

Another possible cause of this failure is that either the AIS Web-based service or MVLS is experiencing problems or downtime.


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