Installation and upgrade problems

Solve common problems that are related to installation, configuration, and upgrade of BigFix Inventory.

Installation of the server cannot continue and an error is displayed.
Installation of the BigFix Inventory server cannot continue and the following message is displayed:
./tools/getArch: line 108: print: command not found 
./tools/getArch: line 109: print: command not found 
./tools/getArch: line 116: print: command not found line 52: print: command not found

The error might be caused by the fact the operating system is not fully configured. You might also need to reboot the operating system.

Installation of the BigFix server with a remote SQL Server database fails.
The problem might occur while installing the BigFix server on the Windows 2008 Server operating system. When the installer attempts to connect to the remote SQL Server database, the following message is displayed:
Computer Browser Error with Windows Authentication

To solve the problem, enable the file and printer sharing in Windows:

  1. Go to Control Panel > Network and Sharing Center.
  2. Click Advanced sharing settings.
  3. Select the Turn on file and printer sharing check box.
  4. Click Save changes.
Installation of the BigFix Inventory server does not start on Linux.
The problem occurs when the Symantec process rtvscand is running. To solve the problem, you can stop the rtvscand process or exclude the /tmp folder from Symantec scan. For more information about excluding the /tmp folder, see: How to Configure Scan Exclusions in SEP for Linux.
Installation fails and a warning about the lack of free disk space in a given directory is displayed. However, there is enough free space in that directory.
To solve the problem, perform the following steps.
  1. Open the command line.
  2. Run the following command to change the variable that is responsible for checking disk space requirements.
    • Linux icon export tlm_debug_disable_disk_space_check=true
    • Windows icon set tlm_debug_disable_disk_space_check=true
  3. Run the following command to start the installation.
    • Linux icon ./
    • Windows icon setup-server-windows-x86_64.bat
Installation cannot be started, because the /tmp directory has the NOEXEC flag.
In some environments, the /tmp directory might be mounted with the NOEXEC flag, which blocks the installation. The problem can be recognized by the following error in the ia.log file.
Launching installer... 

in: line 3318: /tmp/install.dir.20400/Linux/resource/jre/jre/bin/java: 
Permission denied  
The /tmp directory is used to store temporary files during the installation. Since the BigFix Inventory installer is based on InstallAnywhere, you can change the IATEMPDIR environment variable that specifies the temporary directory of InstallAnywhere, and set it to a custom directory.
  1. Create a custom temporary directory, for example:
    mkdir /root/Install_tmp
  2. Set the IATEMPDIR variable to the new directory:
    export IATEMPDIR=/root/Install_tmp
  3. Restart the installation.
During the configuration of the connection to a remote DB2 database, the following error is displayed: The user specified for the communication with the database could not be found in the system.
The problem occurs when the remote DB2 database is installed on an AIX computer. It means that the user that you want to use for connecting to the database does not exist on the LDAP server. To solve the problem, specify a different user or create a user with the specified credentials on the LDAP server.
During the installation of BigFix Inventory for non-English-language locales, some Java exceptions are displayed in English.
Even for non-English-language locales, some Java exceptions that might occur during the installation are displayed in English. However, the Details view that contains the exceptions also includes more information that can help you to understand and solve the issue. If you want to see the translated description of a problem, you can switch to the Problems view where all the available details are provided.
During the configuration of the connection to the BigFix server, the following message is displayed: Could not determine character set of the BES database. Are you sure the BES server is running an agent?.
The problem occurs when the BigFix client was removed from the computer where the BigFix server is installed. To solve the problem, manually set the _BESClient_DeploymentEncoding_IANAName property to that of your deployment code page.
The list of non-English languages in the installation wizard is reduced.
To see your language as an option in the installation wizard, change your system locale to a chosen language:
  1. On Linux, open the Terminal and run the following command:
    export LC_ALL=language_code.UTF8
    For example, export LC_ALL=en_US.UTF8.
  2. Run the locale command to verify changes.
  3. Restart the installation and choose the language.
Despite upgrading to the latest version, the service name still shows the old version.
The display name of the service on Windows does not change after the upgrade, which is a limitation. It does not, however, impact BigFix Inventory in any way. To update the service name, restart your computer.
The server cannot be upgraded because the task Upgrade to the latest version of BigFix Inventory is not relevant.
The problem occurs when the previous version of the server was installed manually on a computer without the BigFix client. To make the upgrade task relevant, perform the following steps:
  1. Install the BigFix client on the computer with the BigFix Inventory server.
  2. Set the value of the SUA_Server_Path_[user_ID] parameter to the installation path of the BigFix Inventory.
    1. Log in to the BigFix console that is linked to your BigFix server.
    2. In the navigation bar, click Computers.
    3. In the upper-right pane, right-click the computer on which you installed BigFix Inventory, and click Edit Computer Settings.
    4. To add a setting, click Add.
    5. In the Setting Name, type SUA_Server_Path_[user_ID].
      Note: [user_ID] is the ID of the user who installed BigFix Inventory.
    6. In the Setting Value, specify the BigFix Inventory installation path.
    7. Click OK.
Upgrade of the server with a fixlet fails on Linux.
The problem occurs when the server was installed by a non-root user. To solve the problem, upgrade the server in interactive or silent mode.
After the upgrade, the Usage per Computer report is empty
To solve the problem, run the import of data.
Fields in the user interface are disarranged when using Internet Explorer.
During the initial configuration of BigFix Inventory, some fields in the user interface are doubled and disarranged. To solve this problem, add the BigFix Inventory server to the list of trusted sites in Internet Explorer.
  1. Click the Settings icon in the top-right corner of your browser.
  2. Click Internet Options, and switch to the Security tab.
  3. Select Trusted sites, and then click Sites.
  4. Enter the web address of your server, and click Add.
  5. Refresh the page.
Manually changing the port number of BigFix Inventory.
If you cannot access the user interface (Management > Server Settings) to change the port number, you can also do it in the server.xml file.
  1. Go to install_dir/wlp/usr/servers/server1, and edit the server.xml file.
  2. In httpsPort, enter the new port number.
    <httpEndpoint host="*" httpsPort="9081" id="tema">

    The change takes effect immediately, the server does not need to be restarted.

Uninstalling BigFix Inventory fails because the BigFix Inventory service is unresponsive and cannot be stopped.
You can manually force an unresponsive service to stop.
  1. Open the command line.
  2. Run the following command:
    • Linux icon service BFIserver status
    • Windows icon sc queryex BFIServer
  3. Identify the PID of the BigFix Inventory process.
  4. In the same command line, run the following command:
    • Linux icon kill -9 identified_PID
    • Windows icon taskkill /pid identified_PID /f