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Troubleshoot WMI Asset Discovery issues in WHD

This article provides steps to help you troubleshoot WMI Asset Discovery issues in Web Help Desk.

First published date

11/2/2018 7:17 PM

Last published date

2/14/2022 8:21 PM

Overview

Asset discovery connection is configured but not all of the devices are being picked up. 

Product section

Web Help Desk

Cause

WHD may not be able to connect to the target machine using WMI due to issues with:

  • Anti-virus 
  • User Access Control (UAC)
  • Microsoft Windows Firewall
  • WMI is not enabled on the machine 
  • Certificate mismatch

Resolution

Verify the WMI Discovery Connection settings on target machine 

  1. Verify that you can ping or telnet to the target machine on port 135 .
  2. Log in to the target machine. 
  3. Disable the following features:
    1. Anti-virus
    2. UAC
    3. Windows Firewall
    • Check if Windows Management Instrumentation is allowed through the Firewall.  Check "Allow an App through Windows Firewall if WMI is enabled.

Check the WMI Discovery Connection settings in the Web Help Desk Administrator Console 

  1. Log in to the Web Help Desk Administrator Console as an administrator.
  2. Go to Setup > Assets > Discovery Connections > Asset Discovery > WMI Discovery Connection.
  3. Verify that the WMI Discovery connection is configured correctly, and click Done.
  4. If most of the devices that is not being picked up is Windows 10, please make sure that the option "New Version" is ticked/Enabled.
NOTE: "New Version" -- The reason for this option is that Microsoft updated the WMI version at some point in Windows 10 Version 2004 thereby causing some Windows 10 machines not to be discovered by when using the old WMI version. If you're missing mostly win 10 versions I would suggest checking that box. 

Test the WMI connection 

  1. Log in to the Web Help Desk server as an administrator.

  2. Click Start > Run.

  3. Execute:

    wbemtest.exe

  4. In the Windows Management Instrument Tester window, click Connect.

  5. In the field at the top of the dialog box, enter:

    \\Target_Primary_IP_Address\root\cimv2

    where Target_Primary_IP_Address is the hostname or primary IP address of the target machine.

  6. Enter the user name and password credentials, using the same credentials you used to configure the WMI Asset Discovery Connection in the Web Help Desk Administrator Console.

    Your credentials should be a member of the Administrator Group on the target machine.

  7. In the Authority field, enter:

    NTLMDOMAIN:NameOfDomain

    where NameOfDomain is the domain of the user account entered in the User field.

    If you used a Local Administrator account, replace NameOfDomain with the local account.

  8. Click Connect.

  9. Click Enum Classes.

  10. Select Recursive, and click OK.
    Web Help Desk may require several seconds to load all objects.
    You may see Not Responding displayed on the screen. Continue waiting until the objects are loaded.
    If the WMI class list appears, remote WMI is functioning correctly.

  11. Ask the customer to send you a screenshot of the Query Result. 

Import tomcat certificate to cacert store

  1. Check the current certificate WHD is using. Note the name list in the "Issued To" field
  2. Compare the name above to the entry in Setup > General > Options > ServerDNS Name
  3. If the two don't match, following instruction in Add a CA to the embedded Java CA cert keystore to import the tomcat certificate to the cacert store
  4. Restart Web Help Desk
  5. Run a manual sync

Please Note:
Discovery Results - this are the machines that was discovered by WMI through Web Help Desk
Collection Results - this are the machines that responded back to WHD.


In the event, that asset discovery does not sync as scheduled
1. Check if asset discovery syncs if sync manually. If no, follow steps above. If yes, follow steps 2.
2. Change the sync schedule to a different time. You should have at least 30 minutes difference.
3. Upgrade Webhelpdesk to the latest version.