RMA 301: Access Denied after change of server password

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law_g30
Posts: 13
Joined: Wed Oct 29, 2008 1:01 pm

RMA 301: Access Denied after change of server password

Post by law_g30 »

Hi Support Team,

We recently changed the Domain Admin Password of one of our clients for HM. After the password change suddenly im getting RMA 301 - Access Denied error for 2 servers for every test that was setup except the Ping Test. The 2 other server, The first one which the RMA resides on is not having problem as well the other server. All in all there are 4 servers being monitored and its only in 2 servers that I've been getting the errors. It seems like the 2 other servers can't be located by the RMA agent. Any ideas on how to fix this?

Also we recently purchase additional licenses for RMAs as well as enterprise license for HM 7.70 with lifetime updates. How do I upgrade my existing HM 7.50 to the most recent one. Is it just a matter of changing the License Key? Thank you so much for the help.
KS-Soft
Posts: 13012
Joined: Wed Apr 03, 2002 6:00 pm
Location: USA
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Post by KS-Soft »

We recently changed the Domain Admin Password of one of our clients for HM. After the password change suddenly im getting RMA 301 - Access Denied error for 2 servers for every test that was setup except the Ping Test. The 2 other server, The first one which the RMA resides on is not having problem as well the other server. All in all there are 4 servers being monitored and its only in 2 servers that I've been getting the errors. It seems like the 2 other servers can't be located by the RMA agent. Any ideas on how to fix this?
If you changed password on the server, you should make appropriate changes in HostMonitor setup:
a) if you are using Connection Manager to store passwords then change password using Connection Manager
b) if you are usign "Connect as" test property, then you should change password for each test item that check this server
Also, if RMA is started as service, make sure you have specified new password for the service (using standard Windows Services applet).
Also we recently purchase additional licenses for RMAs as well as enterprise license for HM 7.70 with lifetime updates. How do I upgrade my existing HM 7.50 to the most recent one. Is it just a matter of changing the License Key? Thank you so much for the help.
1) you should update software. Installation program will update software on local system. If you have many RMA installed on remote systems, you may use RMA Manager to update all agents at once
http://www.ks-soft.net/hostmon.eng/rma- ... ow_upgrade
2) If you have received new registration codes, apply new registration codes using menu Help->License->Register now. You should register HostMonitor, RMA Manager and Log Analyzer

Regards
Alex
law_g30
Posts: 13
Joined: Wed Oct 29, 2008 1:01 pm

Post by law_g30 »

Thanks for the quick response Alex,

I've changed that passwords already for the tests. And its working for the 2 servers. the problem i have is with the 2 other servers. I applied the changes to those servers as well but it seems its not connecting with thr RMA agent and it can't see those servers. I say this because when i try to add a new Service Test. I input the IP of the server and browse for the services to be added and it prompts me with error 301: Cannot Retrieve Information. So this means it can't locate the particular server to do the testing. But the weird thing is the Ping test is responding fine.
Also the RMA is started as a service, and its using the local system account and not the domain admin account so i dont need to change the password for this. or do i need to run the service with the domain admin credentials?

Thanks again.
KS-Soft
Posts: 13012
Joined: Wed Apr 03, 2002 6:00 pm
Location: USA
Contact:

Post by KS-Soft »

But the weird thing is the Ping test is responding fine
Its not weird, that is absolutely normal behavior. Ping, TCP, UDP, NTP, Trace and other TCP/IP based tests do not require Windows authentication (how you can start authentication if you cannot connect?).
Also the RMA is started as a service, and its using the local system account
Local system account does not have rights to use Windows network API, so it cannot perform tests like NT Event Log, Process, Service, Performance Counters.
Is it checking other 2 servers using tests like Service, Process or Event Log and these tests return "Ok" status?? That's weird..
do i need to run the service with the domain admin credentials
Sure. Quote from the manual:
================
If you are using local system account to start RMA service, RMA will be able to monitor local system (system where RMA is running). However local system account does not have necessary rights to monitor remote Windows systems. If you want to use single agent to monitor entire local network, please provide account with necessary rights using standard Windows "Services" applet. Some test methods require administrator account (CPU Usage, Process, Performance Counter).
================

Regards
Alex
law_g30
Posts: 13
Joined: Wed Oct 29, 2008 1:01 pm

Post by law_g30 »

Thanks Alex, using the domain admin account instead of the local system account fixed it. I guess I overlooked that part of the Manual.

Its still weird though that the other servers are connecting and having good test results (services, etc) eventhough the local system account credentials was logon to the service.

Thanks again your the Master.
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