Troubleshooting data collection with StratoProbe

This page shows you how to resolve data collection issues with StratoProbe.

Data collection not occurring

If StratoProbe is correctly installed and the resources have been added but no collection occurs, try the following troubleshooting strategies.

  1. Confirm that StratoProbe is authorized. For more information, see Authorize StratoProbe collector .
  2. Verify that all your credential groups are scheduled for data collection.
  3. Go to Settings, and click Test Call Home to test the connectivity to the StratoZone portal.
  4. Verify that you don't have firewall rules blocking traffic to specific ports.
    1. For Linux machines, allow TCP inbound traffic to port 22.
    2. For Windows WMI, allow TCP inbound traffic to port 135 and TCP inbound dynamic ports as follows.
      1. Ports 49152-65535 for Windows Server 2008 and newer.
      2. Ports 1025-5000 for Windows Server 2003 and older.

StratoProbe Settings page

vSphere Scan not available

By default, vSphere Scan is disabled when you create a StratoProbe collector.

To enable vSphere Scan for your StratoProbe installation, follow these steps:

  1. Log in to the StratoZone portal.
  2. From the Assessments tab, identify the assessment associated with your StratoProbe installation, then click the  Edit assessment icon.
  3. In the assessment page, click Details.
  4. Under Collection options enabled, select vSphere Scan.
  5. Click Save & Next.

After the change is propagated to StratoProbe, generally within 30 minutes, you will see vSphere Scan among the collection methods available.

Subnet scan

If the subnet scan is not running, try the following troubleshooting strategies.

  1. Confirm that StratoProbe is authorized.
  2. Go to Settings, and click Test Call Home to test the connectivity to the StratoZone portal.
  3. Open services.msc in Windows and confirm that all three StratoZone services are running.

RPC server unavailable

In some cases, you might receive the following error:

The RPC server is unavailable. (Exception from HRESULT: 0x800706BA)

This error is the result of communication issues between StratoProbe and the asset. Some common causes for this error are the following.

  • The asset does not exist or is shut down. Verify that the asset is turned on by pinging and using the remote desktop to connect to the server.
  • There is a firewall blocking the line of sight to the asset. Verify that there is a line of sight to the asset by using ping and RDP to the asset. You might need to modify network rules, or use a different collector that can access the resource.
  • Windows Firewall is blocking remote WMI calls to the asset. RDP to the machine and verify if Windows Firewall is turned on. Follow the steps in the following link to modify the firewall rules: https://docs.microsoft.com/en-us/windows/win32/wmisdk/connecting-to-wmi-remotely-starting-with-vista?redirectedfrom=MSDN#windows-firewall-settings.

Access denied (0x80070005)

In some cases, you might receive the following error:

0x80070005-E_ACCESS_DENIED

This error occurs when the credentials are incorrect or the user account does not have remote access to the computer through DCOM. To solve this error, try one of the following strategies.

  1. Verify that the credentials are correct. In particular:
    1. Enter domain accounts as DOMAIN\USERNAME.
    2. Enter local accounts as .\USERNAME.
  2. Grant the user Remote Launch and Remote Activation permissions in dcomcnfg.
    1. Click Start > Run, then enter dcomcnfg.
    2. Expand Component Services and Computers.
    3. Right click on it, then select My Computer > Properties.
    4. Under COM Security, click Edit Limits for both sections.
    5. Grant the user Remote Access, Remote Launch, and Remote Activation permissions.
    6. Go to DCOM Config, then find Windows Management Instrumentation.
    7. Grant the user Remote Launch and Remote Activation permissions.

For more information, see the following page: https://docs.microsoft.com/en-us/windows/win32/wmisdk/wmi-troubleshooting?redirectedfrom=MSDN.

Access denied (0x80041003)

In some cases, you might receive the following error:

0x80041003-WBEM_E_ACCESS_DENIED

This error occurs when the credentials provided have no access to the WMI namespace. To solve this error, try to locate and update the WMI control.

  1. In the Control Panel, double-click Administrative Tools.
  2. In the Administrative Tools window, double-click Computer Management.
  3. Right-click the WMI Control icon, then select Properties.
  4. Click on the Security tab.
  5. Click on Root folder, then click Security.
  6. Grant the user Execute Methods, Enable Account and Remote Enable access to the namespace.
  7. Press the Advanced button.
  8. Double-click on Principal, then change the Applied to value to This namespace and subnamespaces.

For more information, see the following page: https://docs.microsoft.com/en-us/windows/win32/wmisdk/setting-namespace-security-with-the-wmi-control?redirectedfrom=MSDN.

Permission denied

In some cases, you might receive a "Permission denied (password)" or "Permission denied (publickey)" error.

This error occurs when StratoProbe fails to authenticate to the Linux resource using the Linux credentials provided. To solve this error, try the following strategy.

  1. From the Credentials, click into the group with the error.
  2. Click on View all errors. This will list all the assets that have issues.
  3. To correct a specific asset, click the three dots next to the resource and select Edit resource.
  4. Modify the resource credentials by selecting the resource-specific credentials from the dropdown. These will override the global credential to which the resource is assigned.
  5. From the resources list, click Test authorization from the three dot menu next to the resource to test the credentials you just entered.