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Error message running Jobs


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Hi all,

We had working jobs being processed until just recently, I've attempted to run them and receive the following:

Package is not cached, downloading package from library: /secure-content/download/YVPbyO8puhB2A2VOqiOzw3MP3JT2XpjTVer_ZwEODw3owP7pTYcK1u-CYP1Khdw47B7318y3hdCQRwkFHffL_ftMfZxVewXLhty-BC3O--Iu90Fu3Y_dPb0dKlpxgxqs9gwa839TcBEC46K1MSM7-_leOcv_aGtuBnBCtfAgvXumnTUIfD9IviHeyLtDinoHzLBZpGFnkMSfcMu7XYMe12_RrSBuynY6fEr4ZlDel4KP
Remote job creation failed. It was not possible to connect to the remote system. HRESULT: 0x80338005.
Deferred until 2024-04-25 11:53:17Z


Can anyone suggest a reason for this? I couldn't find a reference to the error code in the ITOM documentation, and the log files don't appear to have anything regarding this job run attempt in them.


Many thanks,

Ben

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Hi all,

We had working jobs being processed until just recently, I've attempted to run them and receive the following:

Package is not cached, downloading package from library: /secure-content/download/YVPbyO8puhB2A2VOqiOzw3MP3JT2XpjTVer_ZwEODw3owP7pTYcK1u-CYP1Khdw47B7318y3hdCQRwkFHffL_ftMfZxVewXLhty-BC3O--Iu90Fu3Y_dPb0dKlpxgxqs9gwa839TcBEC46K1MSM7-_leOcv_aGtuBnBCtfAgvXumnTUIfD9IviHeyLtDinoHzLBZpGFnkMSfcMu7XYMe12_RrSBuynY6fEr4ZlDel4KP
Remote job creation failed. It was not possible to connect to the remote system. HRESULT: 0x80338005.
Deferred until 2024-04-25 11:53:17Z


Can anyone suggest a reason for this? I couldn't find a reference to the error code in the ITOM documentation, and the log files don't appear to have anything regarding this job run attempt in them.


Many thanks,

Ben

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Hi @Ben Maddams,

According to the error, your SIS is unable to connect to the job target machine, as that message comes back to the instance from the SIS itself, and your SIS was able to pull the copy of the package from your instance.
 

Quote

Remote job creation failed. It was not possible to connect to the remote system.

This would suggest that the target is maybe switched off or you have a local DNS or network issue in play.

Cheers,

Steve

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Just to add some troubleshooting: The target machines for the job are both show as available under the ping/DNS checks under the managed device inventory. The authorising account hasn't changed since running succesfull jobs. The EpSis Service is running as normal and the SIS server is up and contactable.

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@Ben Maddams Hi Ben

The error code 0x80338005 is coming back from the operating system, specifically the WinRM system. As a first diagnostic, on the machine you are trying to connect to (i.e. the target of the job, not the SIS server itself), can you run, from an elevated command prompt:
 

winrm qc


and post what the result is?

The ping and DNS checks you mention only apply at the time of device discovery - they are not a "live" check in that sense.

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@Ben Maddams That indicates that WinRM is working OK on the target. Do you get problems running jobs against other targets?

There's been no SIS software releases recently, so the most likely explanation is that something has changed on your side - we just have to find out what!

Can you also run
 

winrm id


on the SIS server please, just to check?

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@Ben Maddams Can you re-run the discovery of the target, with the Protocol set to Auto? Let's see what that does. It does look like something odd is going on with WinRM, but I'm unable to replicate it here.

A discovery protocol of Auto will try using both DCOM and WinRM, so hopefully DCOM will work.

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@Ben Maddams You won't need to unmanage the device to run the discovery. There's something strange going on with the connection to the target, and I'm hoping that the discovery results will shed some light on what is happening.

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@Graham I reran Discovery on both machines, the admin box updated fine, but this was the result from the DC.

Standalone processing started. Process ID: 18500
Payload processing started as Local System. PID: 27948
09:58:42 Starting Hornbill Discovery Tool (build 3381, x64) run at 2024-04-26 08:58:42Z
09:58:42 Using SIS context (instance=rbgkew, sis=Hornbill SIS Integrations)
09:58:43 Discovery job ID: 63
09:58:43 Scan mode: list
09:58:43 Using dynamic threading
09:58:43 List discovery: XXXXXX
09:58:43 Ping required for scan: Yes (hop count=30, timeout=5)
09:58:43 Discovery probe protocol: Auto
09:58:44 Discovery username: XXXXXXX
09:58:44 Scan found 1 computers for detailed discovery
09:58:44 Performing DNS lookups on 1 computers
09:58:44 Using 1 threads
09:58:44 DNS lookups complete. checked=1, resolved=1, failed=0
09:58:45 Running ping check on 1 computers, timeout=5000ms, hops=30)
09:58:45 Using 1 threads
09:58:45 Pinging XXXXXX => 10.4.1.1
09:58:45 Ping checks complete. checked=1, responded=1, failed=0
09:58:47 Performing discovery of 1 computers
09:58:47 Using 1 threads
09:58:47 Performing WMI probe for XXXXXXXX
09:58:47 Performing SSH probe for XXXXXXXX
09:59:08 Discovery information probe for XXXXXXX failed (time taken 21s)
09:59:08 Merging discovery results
09:59:09 Discovery results merged
09:59:09 Discovery time taken: 22 seconds
09:59:09 Starting discovery data upload
09:59:09 Generating discovery log
09:59:09 Adding discovery log
09:59:09 Adding computers
09:59:09 Adding hardware vendors
09:59:10 Adding software vendors
09:59:10 Archived discovery data: 1 computers, 0 hardware vendors, 0 software vendors
09:59:10 Starting discovery data upload
09:59:10 Discovery data archive is 946 bytes
09:59:10 Uploading discovery data to /sis/discovery/job_63.zip
09:59:11 Discovery data uploaded
09:59:11 Notified instance to initiate data discovery import process
09:59:11 Generating summary

Summary
=======

Information Acquisition Failure
-------------------------------

XXXXXX: WinRM: HRESULT: 0x80338005. DCOM: Access is denied. SSH: Failed to connect. Failed to establish initial TCP/IP connection

All Computers
-------------

XXXXXX: WinRM: HRESULT: 0x80338005. DCOM: Access is denied. SSH: Failed to connect. Failed to establish initial TCP/IP connection
The discovery was executed successfully. The results are now being imported.

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@Ben Maddams That's helpful, thanks. 'Auto' will also try to connect via SSH, but as most Windows servers don't have SSH enabled, that failure can be ignored. The WinRM connection issue is the one we see when running the job, so that too is expected in this case. However, the 'Access denied' for DCOM is interesting.

I think the next step is to check the credentials used for the discovery. Have they been changed in Keysafe, or have users/passwords been changed on the target?

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@Graham Looks like the original job completed using WinRM without issue. I'm checking the credentials now.

 

(EDIT Looks like one of our AD admins changed some account details - I've just re-run this under a new keysafe entry and it has worked. Testing onpremAD change jobs now)

Standalone processing started. Process ID: 15672
Payload processing started as Local System. PID: 88280
15:51:12 Starting Hornbill Discovery Tool (build 3381, x64) run at 2024-02-23 15:51:12Z
15:51:13 Using SIS context (instance=rbgkew, sis=Hornbill SIS Integrations)
15:51:13 Discovery job ID: 1
15:51:13 Scan mode: list
15:51:13 Using dynamic threading
15:51:14 List discovery: XXXXXx
15:51:14 Ping required for scan: Yes (hop count=30, timeout=5)
15:51:14 Discovery probe protocol: WinRM
15:51:14 Discovery username: XXXXXX
15:51:14 Scan found 1 computers for detailed discovery
15:51:15 Performing DNS lookups on 1 computers
15:51:15 Using 1 threads
15:51:15 DNS lookups complete. checked=1, resolved=1, failed=0
15:51:16 Running ping check on 1 computers, timeout=5000ms, hops=30)
15:51:16 Using 1 threads
15:51:16 Pinging XXXXX => 10.4.1.1
15:51:16 Ping checks complete. checked=1, responded=1, failed=0
15:51:18 Performing discovery of 1 computers
15:51:18 Using 1 threads
15:51:18 Performing WMI probe for XXXXXX
15:51:25 Discovery information probe for XXXXXX completed OK (time taken 7s)
15:51:26 Merging discovery results
15:51:27 Discovery results merged
15:51:27 Discovery time taken: 9 seconds
15:51:27 Starting discovery data upload
15:51:27 Generating discovery log
15:51:28 Adding discovery log
15:51:28 Adding computers
15:51:28 Adding hardware vendors
15:51:28 Adding software vendors
15:51:29 Archived discovery data: 1 computers, 1 hardware vendors, 5 software vendors
15:51:29 Starting discovery data upload
15:51:29 Discovery data archive is 4823 bytes
15:51:29 Uploading discovery data to /sis/discovery/job_1.zip
15:51:30 Discovery data uploaded
15:51:30 Notified instance to initiate data discovery import process
15:51:30 Generating summary

Summary
=======

Successful Discovery
--------------------
XXXXXX

All Computers
-------------

XXXXXXX: Success

The discovery was executed successfully. The results are now being imported.
15:51:40 Starting the discovery import process
15:51:41 Opening import archive
15:51:41 Data discovery source: sis:Hornbill SIS Integrations
15:51:41 Device XXXXXX is being added to the inventory
15:51:43 Deleting discovery import file
15:51:43 Added: 1
15:51:43 Updated: 0
15:51:43 Skipped: 0
15:51:44 Missing: 0
15:51:44 Failed: 0
15:51:44 Discovery import complete

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