Using Systems Management Server to Deploy Windows 2000

Troubleshooting Advertisements

The advertisement monitoring process helps you to isolate problems, hopefully before the users report problems. Typical problems include lack of disk space, user interference, or package definition errors. The text of the status messages will indicate such problems. Also make sure to verify that the package is available on at least one distribution point at the site.

Isolating the problem is the first step in solving any technical problem. If you know which component failed, you can concentrate your efforts on the appropriate issues. Using the monitoring techniques listed previously will help you to isolate the problem. The chapter "Software Distribution Flowcharts" in the Systems Management Server Resource Guide includes graphics that show the typical flow of the software distribution process on the server side. Also in the Systems Management Server Resource Guide, the chapter "Client Features Flowcharts" includes graphics that show the flow on the client side. If you find indications that your software distribution did not make it to a certain point in the flow, then there is a good chance that the failure occurred at the previous point in the flowchart.

After you have isolated the component, understanding how it works can provide clues why it failed. The flowcharts also help with this. In addition, the log files can show what is happening with the component at a very low level, which can help you see what might not be working. You enable server logs using the SMS Service Manager, and client logs are always enabled.

SMS has several features that can help you resolve problems on client computers, including the following:

Remotely control the client computer.
Transfer files to the computer to replace files that need updating.
Restart the computer.
Obtain computer details, either based on the routine inventory or on real-time remote control tools. (Note that the routine inventory is available even when the client is offline.)
Upgrade incompatible application software.

There will be situations where manual intervention is needed, such as when an upgrade makes it impossible to restart the computer or to connect a computer to the network, or when the SMS client components become inoperative.