NetDeploy Silent Deployment and Troubleshooting Guide

Awareness Technologies > InterGuard Support
Note: This guide for silent deployment of the InterGuard software is only applicable for orders which meet a minimum license purchase requirement and a silent executable installer will be provided in that circumstance.
 
If you have any questions about eligibility for a silent installer for your account please contact your Sales Representative at sales@awarenesstechnologies.com. The installer which is downloaded from inside your account is the interactive installer and will not work with the below instructions.
 
NetDeploy User Guide.pdf
 

Troubleshooting

There are typically two types of failed deployments while using the NetDeploy tool that will need to be addressed.

2.1 – Successful Deployment without Client Registration

At this time, NetDeploy only has the ability to verify a successful file transfer and execution of the installer; it will not be able to verify if the client registers the license. After a successful deployment please navigate to the Settings > Downloads and licensing section of the Control Console under License Management to locate the computer name that was recently deployed to. If the computer name does not appear, please follow these steps:

2.1.1 – Troubleshooting Client Registration Issues

Firstly, please ensure that the computer which has been successfully deployed to is currently connected to the internet; this is required for it to register the license with Awareness Technologies server. When a computer is turned on with a valid internet connection it should register within 5-10 minutes of installation. It will also continue to attempt registration every one minute indefinitely, however If it does not register:
 
  1. Select to reboot the client machine. This can be done remotely through the CMD prompt or by manually rebooting the client computer. Once the computer boots back into Windows check the Control Console again to see if this computer name appears under License Management.
 
  1. If the computer name still does not appear in the Console, please test the “hot key” sequence while on the target computer. The “hot key” sequence is unique to your account and can be found in the Settings > Account Information section of the Console. If the client is installed but simply not registered, a screen will appear stating “This product is not yet registered.” At this time, you can manually register the software by following the prompts on the screen. If manual registration is not possible, please contact Awareness Technologies support for further assistance.

2.1.2 – Troubleshooting No Client “Check-In”

After the client software installs and registers in the Control Console, it should immediately start to check-in with ATI’s servers. If the client never produces a check-in date and time after a reboot and log into Windows with a valid internet connection, further troubleshooting will be required.

2.1.2.1 – Anti-Virus Exclusions

Various Anti-Virus software will require folder exclusions be implemented prior to installing InterGuard. If Anti-Virus software has quarantined InterGuard there may not be a check-in time present in the License Management section or the client will stop checking in immediately after installation. Please select the Download link from the Inventory section in Downloads & Licensing from the Control Console to access the Anti-Virus exclusion guide for your specific product. Once exclusions are set, you will need to re-deploy the InterGuard software. Note that Active or Realtime protection also needs to be disabled during deployment.

2.2 – Failed Deployment

If the deployed package fails to install on the remote machine, NetDeploy will return a red X designating the aborted installation. Details on the specific error message are important to finding a resolution to the issue.

2.2.1 – Cannot Resolve Host Path

When NetDeploy cannot resolve the client machine an error will be returned regarding this. Please make sure that the computer in question is currently powered on and can be “pinged” when deployment is attempted. If the computer cannot be pinged, it cannot be deployed to. Once the computer is available again on the network please attempt deployment again.

2.2.2 – Cannot use Default Admin$

By Default, NetDeploy will attempt to use the Admin$ (Administrative Share) for deploying the client installer package. If this Share is not enabled on the target machine, an error will be returned regarding this. At this time, the Share can be changed accordingly by highlighting the computer and selecting the Options button and selecting the Share tab. By unchecking the “Use Default Share” box, the user can change the Share that NetDeploy uses.