Algorius Net Viewer Manual
Troubleshooting

Troubleshooting

Inventory is performed in centralized manner via WMI. RPC service should be started on remote machine to enable WMI access. Account used for connection should have sufficient rights on remote machine. Please find some troubleshooting advices below.

RPC server unavailable error is shown during scanning.

This error indicates that the application can’t connect to the remote computer. In this case, follow these steps:

  • Check that device address is correct and includes correct IP or host name.
  • Check that RPC service is started on remote machine. Command to launch RPC: net start RpcSs
  • Check that internal or external Firewall on remote machine doesn’t block the connection. Commands to allow WMI access for internal Firewall:

netsh firewall set service RemoteAdmin enable

netsh firewall add portopening TCP 135 DCOM_TCP135

  • Remote access to WMI is impossible in case of Windows XP Home Edition on remote machine.
  • If remote machine uses Windows XP, please check that Service Pack 2 is installed at least.

Access denied. Exception from HRESULT: 0x80070005 (E_ACCESSDENIED) error is shown during scanning.

This error indicates that the application was able to connect to the remote computer, but access to WMI was denied because you have not enough rights for this operation. In this case, follow these steps:

  • Check that correct login is specified in device settings.
  • Check that login contains the correct user name and password and that this user exists and has enough rights on remote machine (is a member of Administrators group), that password is not expired and profile is not blocked.
  • Check the settings of local security policy on remote machine. Maybe all external users are considered as guests: Control PanelAdministrationLocal Security PolicySecurity OptionsLocal PoliciesSecurity OptionsNetwork Access: Sharing security model for local accounts must be Classic. The same can be perfomed via the registry: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa\forceguest must be 0.
  • Try to add the role DCOM User for the user (even if the user is already a member of Administrators group).
  • Check the time correctness on local and remote machines. Difference of 15 minutes can lead to access denial.
  • Try to specify the full user name: Domain\Administrator
  • Check that the access settings are not changed in the configuration of DCOM. Open Control PanelAdministrationComponents Services, in the list on the left select Console RootComponents ServicesComputersMy computer. In the context menu of My Computer click Properties, click COM Security tab, in the Access Permissions section in Edit Limits and Edit Defaults buttons check that Administrators and DCOM users have remote access. In the same list on the left, under the item My Computer select DCOM ConfigurationWindows Management Instrumentation, in its context menu click Properties, click Security tab and check that the access restrictions are Defaults.

Please contact client support in case if issue is not resolved.