Remote Clients (Internet) not reporting in unless shrefresh is run

[Setxwing]

I have some laptops that I did a manual audit and then installed the regular client on.  The manual audit captured the initial system information.  The only problem is that they are not reporting in even though i reinstalled the client specifying the ip address of (external) to the machines.  If I run shrefresh, they will report in properly so I know its not a DNS or port forwarding problem through the firewall.  Also, I opened TCP and UDP port 4004... do i just need one or the other or both?

[Webmaster]

Hi,

so the laptops are connecting to your systemhound server via the Internet and the systemhound server has a public IP?

If shrefresh.exe is working, then there is no problem with ports.

Do the machines connect and remain connected for a long time?

Next time they connect, can you post up the contents of the log-file C:\Program Files\systemhound\logs\upload.log here (comment out any sensitive data).

Then delete the log-file and run shrefresh.exe and post up the log-file again.

Thanks.

[Setxwing]

Hi,

so the laptops are connecting to your systemhound server via the Internet and the systemhound server has a public IP?
[No we dont have a public IP, but we have an external static IP that is natted to the internal IP of the systemhound server and we opened port 4004 on the firewall to accomplish this]

If shrefresh.exe is working, then there is no problem with ports.

Do the machines connect and remain connected for a long time?
[Don't know.. they aren't connecting... thats the problem.  I can force them to by running shrefresh, but they wont automatically do it]

Next time they connect, can you post up the contents of the log-file C:\Program Files\systemhound\logs\upload.log here (comment out any sensitive data).

Then delete the log-file and run shrefresh.exe and post up the log-file again.

Thanks.

Is there a registry entry or something else that sets the refresh time on the clients?  Is it maybe because I did a manual audit on these machines 1st that they dont automatically report to the sh server?
Thanks

[Webmaster]

If shrefresh is connecting fine when running remote then so should systemhound normally.

The scheduler service does defer execution of the upload plugin until an ip address is present (i.e. not 127.0.0.1) but that is the only logic. When the systemhound scheduler is deferring execution you should see: "No IP present : Delaying scheduled run time for plugin" within systemhound\logs\hwinfo.log

Can you zip the contents of the entire systemhound directory on pc that has this issue (after it has been used remotely) and send the zip to support@systemhound.com please? We will take a look at the config and logs

Thanks

[Setxwing]

I will do that ... One thing I have noticed and it may show up in the logs... The laptops in question do not show an IP address even when they are connected to the network.  They all have both the internal network card and also a virtual card for the VPN.  Most have docking bays and even when they are docked using the local network, they report 0.0.0.0 for the IP.  Could that be what is causing them to not report?  The fact that they dont think they are connected when in fact they are?
I will send reports..

[Webmaster]

So when they connect to the VPN, the IP is 0.0.0.0 ?

Is that what it says, if you run "ipconfig /all" ?

[Setxwing]

If they are connected to the vpn it uses the virtual adapter... after looking at the reports with it connected wirelessly, that ALSO is an adapter...so it shows as having 3.  The internal, the vpn, and the wireless.  However, the reports in systemhound show 0.0.0.0 because to the best I can tell, it only reports on the 1st card which is the internal nic.  I have attached the SH report from that machine (which updated from the Internet due to fresh install)  I will need to wait a day or so to see what the HWinfo logs show if it doesnt update like the others.  My problem is that the others are truly out of the office and i dont have access to them on a daily basis.

[Webmaster]

For that machine, if you go into Start-Settings-Network Connections, how many connections are in there?

[Setxwing]

Three if I remember correctly.. the machine is currently out of the office... Thats my problem... most of these machines that I am trying to troubleshoot are laptops that go out with sales people to other states... This one should be back in a day or two... but I know there is at least three connections.

[Webmaster]

OK, should report them then I believe. If you can publish some log file info on here when you get a machine back, that would really help.