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Troubleshooting and support
Learn about solutions to common problems that might arise when you use BigFix Inventory BigFix Inventory and how to find logs and trace files that help you troubleshoot those problems.
Troubleshooting software discovery
Problems with software discovery usually fall into one of three categories. The most common category is when the software is discovered but the components are assigned to an incorrect product. In this case, it is enough to reassign the component. The remaining categories include false-positive discovery, or no discovery due to the lack of the signature on the computer.
Software that you have is not discovered
It might happen that software that is installed is not discovered because the signature or the software ID tag does not exist on the computer where the software is installed.

Troubleshooting and support
Learn about solutions to common problems that might arise when you use BigFix Inventory BigFix Inventory and how to find logs and trace files that help you troubleshoot those problems.
- Troubleshooting a problem
  Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and explain how to resolve the problem.
- Duplicate UUIDs problem
  BigFix Inventory requires unique virtual machine UUID (Universally Unique Identifier) numbers to calculate the capacity for all virtual machines and to detect virtualization hierarchy. If there are computers with duplicated UUIDs, a message is displayed in the To Do list. The import log also shows a warning about duplicate UUIDs.
- Interrupting software scan
  BigFix Inventory scans run in the background. Fixlets, such as Initiate Software Scan and Initiate Software Scan on Shared Disks trigger the scan to run in the background.
- Troubleshooting software discovery
  Problems with software discovery usually fall into one of three categories. The most common category is when the software is discovered but the components are assigned to an incorrect product. In this case, it is enough to reassign the component. The remaining categories include false-positive discovery, or no discovery due to the lack of the signature on the computer.
  - Troubleshooting Oracle data issues
    This section provides information troubleshooting different issues faced during collecting Oracle data.
  - Incorrect software is displayed on reports due to incorrect bundling
    Bundling assistant assigns discovered software components to products based on bundling rules. The rules assess the probability with which a component is part of a particular product. Because bundling assistance takes into account all products that are available in the software catalog, not only products that you purchased, it might happen that the component is assigned to a product that you do not have. As a result, the product that you have is not displayed on the reports, and some other product is displayed instead. To solve the problem, reassign the discovered component to the correct product.
  - Software that you do not have is discovered due to false-positive discovery
    It might happen that an older version of the software is discovered after the upgrade or the software signature is not removed from the computer during the uninstallation. False-positive discovery can also be caused by backups of software directories or installation media that are stored on the endpoints and are reported as separate software instances.
  - Software that you have is not discovered
    It might happen that software that is installed is not discovered because the signature or the software ID tag does not exist on the computer where the software is installed.
  - Troubleshooting problems with computers
    When you encounter problems with scan results not being uploaded from a particular computer or you need to collect all logs from that computer, use the Computer Support Data panel. The panel is available in BigFix Inventory and is used to perform some troubleshooting actions without the need of using the BigFix console.
  - Disaster recovery
    To perform disaster recovery for your BigFix environment, you need to regularly back up the BigFix Inventory database and the BigFix platform server.
  - Common problems
    Learn how to solve some common problems with the server installation, configuration and administration.
  - Logs and return codes
    Find logs and interpret return codes to troubleshoot issues.

Software that you have is not discovered

It might happen that software that is installed is not discovered because the signature or the software ID tag does not exist on the computer where the software is installed.

Procedure

Update the software catalog to the latest version.
Check what signature or software ID tag is used to discover the software.
1. On the Software Catalog widget, click Software Components.
2. To filter out the report, hover over Configure, and click Configure View. Then, specify appropriate filters. For example, Name, contains, DB2
3. To view signatures that are used to discover this component, click the link in the Name column.
Check whether any of the signatures or the software ID tag exists on the computer where the software was not discovered.
- If the number of signatures is 0, the software is discovered by a software ID tag. Check whether .swidtag file is in the installation directory of the software that was not discovered.
- If the number of signatures is greater than 0, check whether any of discovery signatures exists on the computer.

What to do next

If none of the signatures nor the software ID tag exists on the computer, open a PMR and file it against the product that was not discovered. If a signature or the software ID tag exists on the computer but the software is not discovered, open a PMR and file it against BigFix Inventory. In both cases provide the following information:

Exact name of the product that was not discovered, including its release
Part number of the product that was not discovered
Platform on which the product was not discovered