Submit a ticketCall us

AnnouncementsWeb Help Desk Integrations eCourse

Looking to reduce response times? Sign up for our eCourse to learn how integrating Web Help Desk with Dameware Remote Support, Network Configuration Manager, Network Performance Monitor, and Server & Application Monitor can improve communication efficiencies.

Register here.

Home > Success Center > Log & Event Manager (LEM) > LEM Administrator's Guide > Troubleshoot the LEM desktop console

Troubleshoot the LEM desktop console

Updated: September 15, 2017

Refer to the topics in this section if the LEM desktop console is not working properly.

The LEM desktop console cannot resolve the LEM VM hostname

Ensure that the system hosting the LEM desktop console can resolve the LEM VM hostname using either DNS, or a manual entry in the Windows hosts file. If the desktop console cannot get an IP address for the LEM VM hostname, the console will be unable to connect to the VM, or the connection may be unreliable.

On your DNS server, configure forward and reverse DNS entries (a HOST and PTR record) for the LEM VM on your DNS server. When you create the DNS entries, use either the default hostname, or the hostname you specified during activation.

If you cannot configure DNS directly on your DNS server, configure the local Windows hosts file on the computer running the LEM desktop console.

Create a backup copy of your Windows hosts file before you edit it.

  1. Open the hosts file in a text editor. The file is located here:


  2. Add a line break, followed by a line with the LEM VM's IP address and hostname. The IP address and hostname should be separated by a tab or space.

The LEM desktop console cannot connect after you activate the license or change the LEM VM hostname

The desktop console automatically attempts to reconnect to the LEM Manager after you activate the license. If the desktop console cannot connect, or if you changed the LEM Manager hostname, try the following:

  1. Log in to the LEM desktop console. See Log in to the LEM desktop console for steps.

  2. Select Manage > Appliance.

  3. Delete the LEM VM configuration.

  4. Add back the LEM VM settings.

Last modified