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PC-Duo Enterprise Diagnostics User Manual

1. 6 iii IA x nO pe Berto 10 Chapter 3 Protecting and Repairing Applications 13 OvervieW 13 Profiling Applications 13 Protecting Applications 18 More About Snapshots 19 Restoring Applications to Working Order 19 SelfHealing i d bed tee E ees th ES 20 Handling Versioning Problems 21 Chapter 4 Performing Change Analysis 23 Manually Building a Profile 23 Auditing SA IA 24 Adding Audit Reports to Diagnostics Console 25 Viewing Audit Reports 26 Comparing Audit Reports 27 Printing Audit and Diagnostic Reports 29 Chapter 5 Collecting Information 31 Defining Variables 31 Using Regular Expressions 35 System Resources 0 Wa 36 Auditing Files ui AA 37 Auditing ActiveX Controls 38 Auditing Registry Keys and Entries 39 Auditing Shortcuts 40 Copying Files AI ia aa 40 Auditing with Windows Management Instrumentation 41 Audit
2. e MqWMI INI provides the list of default WMI categories and their components Settings in the MqWMI INI are referred to as factory settings and cannot be removed using Enter prise Diagnostics e UserWMI INI contains the categories and components added using Enterprise Diagnostics If you edit the INI files manually you must follow to the file format described below so that Enterprise Diagnostics can load these files Categories namespaces must be added manually to the UserWMI INI file following the format outlined below To add a category you must add an entry under the Namespaces section Category Namespace entry Namespaces namespace type display name namespace server path where type can have two possible values 0 Default e 1 Custom For example Namespaces CIMV2 0 Win32 Environment root cimv2 To add a category s component list you must add object class entries under its corresponding namespace section Component Class entry namespace class name type displayname SQLstatement For example CIMV2 Win32_DMAChannel 0 DMA Channel SELECT FROM Win32_DMAChannelWin32_IRQResource 0 IRQ Resources SELECT FROM Win32_IRQResourceStoppedManualServices 1 Stop ped Manual Services SELECT FROM Win32_Service WHERE StartMode Manual AND State Stopped StoppedManualServices is an example of a custom class that you can add that adheres to the format guidelines Auditing Data
3. Right click a domain group or network click Protect select one or more computers and then select an application in the Select Applica tions dialog box 8 CHAPTER 2 Getting Started Console Tree From the console tree you can access any computer on your network to protect applications and run audits collect diagnostics You can also create and edit profiles diagnose problems analyze configuration changes and schedule jobs Profiles For application protection a profile specifies the application items to protect You can protect files registry entries ActiveX controls and self registered files shortcuts and environment variables For change analysis a profile specifies what configuration information to collect In addition to files registry entries ActiveX controls shortcuts and environment variables a profile can include lists of files to retrieve and system resource infor mation such as services startup applications and printers to collect Public Public items are stored on a central server in the SupportSite shared folder and shared by all console users For example if you create a new profile you can share it with all other users by saving it in the SupportSite folder Private Private items are stored outside of the SupportSite folder for example on your local hard disk To audit and protect computers a profile must be public Private profiles can be used only on My Computer My Comp
4. 2 On the Action menu click SupportSlte Configuration 3 In the Support Site Path box enter the UNC path of the other Support Site 4 Inthe dialog box that appears click the Move all data from your current Support Site to the new location check box CHAPTER 9 Configuring Enterprise Diagnostics 5 f you want consoles installed from the current Support Site to switch to the other Support Site click the Notify all clients of the change in Support Site location check box To switch to a different Support Site 1 Inthe Support Site Path box enter the path to the other Support Site 2 Inthe dialog that appears click the Notify all clients of the change in Support Site location check box When you don t select the Move all data from your current Support Site to the new location check box you switch to using the other Support Site and its data Do not add any other shares for the Support Site folder For example do not create a second share so that the Support Site folder is shared both as nanp Support Site and nanp Diagnostics The Support Site User Account The Support Site user account is used to Audit protect and repair computers Access the Support Site shared folder e Run jobs Run the MQ Message Broker service On each local computer the Support Site user account must have the permissions required to perform tasks such as auditing and protecting the computer The Support Site user should be a
5. Running services Loaded modules Memory usage Hardware components Adding Items Diagnostics Console includes tools for building lists of items to audit such as files ActiveX controls registry keys registry values shortcuts and environment variables To simplify the process you can use regular expressions to select groups of files based on their names for example all the DLLs in a folder You can also define variables to represent computer specific values such as paths See Chapter 5 Collecting Information on page 31 for more information on adding items to a profile Collecting System Resource Information Setting up a profile to collect system resource information is straightforward Just check off the items you want to collect System Resources WA Operating System Display Fonts MIG Display Settings Msa Intemational Settings Mss Keyboard 7 889 Network Configuration Me Time Zone Information v System Resources TAG Displays Me Drives T Installed Applications C Network Neighborhood 715 NT Services gy Printers V Startup Applications V Windows Startup Services V i Loaded Modules Central Processor Running Applications M Memory 24 CHAPTER 4 Performing Change Analysis System resource information can include Operating system information System configuration information such as the amount of free disk space what DLLs are loaded into memory and what
6. on the target computer never picked up the request To batch protect multiple applications on multiple computers 1 On the Action menu click New and then click Job 2 Inthe box beside the unscheduled task icon e type a name for the job 3 In the Command list click Protect 4 Inthe Select Machines box select one or more computers domains groups or networks 5 In the Select Product box select the check boxes for the products you want to protect 6 Inthe Job view toolbar click e to save the job 7 In the Job view toolbar click to run the job For more information on jobs see Chapter 7 Scheduling Jobs on page 53 To unprotect an application In the console tree right click a protected appli cation then click Delete This deletes all audit reports and snapshots More About Snapshots When you protect an application on a computer Enterprise Diagnostics creates a snapshot which consists of a file archive and a copy of the profile The snapshot profile includes computer specific repair rules For example registry repair rules are based on the values found in the registry To turn on the repair capabilities the preference Enable Self Repair is set to True in the snapshot profile The Enable Self Repair and Target Directory repair rule attributes are also set for each protected item By default the snapshot and the updated profile are stored on the local computer For example a snapshot for WinZip w
7. 41 2 Expand Audits and click an audit report 3 In the Details view expand the sections of the audit report you want to view If a section name is highlighted in a different color that means an item is missing or different in the audit report for example a file was not found on the audited computer or a file is in a different location In an audit report the Variables section contains the values of the variables on the audited computer Deleting Items You can delete individual items or entire sections for example the Product section from an audit report To delete an item or section right click the item or section then click Delete To save your changes to the audit report click e and then click Save Reference To discard your changes click another node in the console tree and then click Yes Opening and Editing Copied Files By default ASCII and binary files are always attached to the audit report and opened or edited with their associated applications However ASCII files can be included in the body of the audit report and viewed directly in Diagnostics Console if the Attach Copied Files preference is set to False Including copied files in audit reports also allows you to compare the contents and highlight differ ences To view attached files 1 In the Audit Report view expand Copied Files 2 Under Copied Files right click the file you want to view 3 Click Open Open With or Edit Th
8. Documents and Settings kima PrintHood Recent Location of the current user s Recent folder For example C Documents and Settings kima Recent SendTo Location of the current user s SendTo folder For example C Documents and Settings kima SendTo Start Menu Location of the current user s Start Menu folder For example C WinNT Profiles Kima Start Menu SendTo Location of the current user s SendTo folder For example C Documents and Settings kima SendTo Templates Location of the current user s Templates folder For example C Documents and Settings kima Templates Startup Location of the current user s Startup folder For example C WinNT Profiles Kima Start Menu Programs Startup Local Settings Location of the current user s Local Settings folder For example C Documents and Settings kima Local Settings Local AppData Location of the current user s local Application Data folder For example C Documents and Settings kima Local Settings Application Data Cache Location of the current user s Temporary Internet files folder History Location of the current user s History folder Fonts Location of the system fonts folder For example C WinNT Fonts Administrative Tools Location of the current user s Application Data folder For example C Documents and Settings kima Administrative Tools Environment Variables You can control where Enterprise Diagnostics locates files by prefixing
9. Jump forward in the previously viewed contents of the Details view Move up one level in the console tree Show hide the console tree Delete the item selected in the Details view Get help for Microsoft Management Console MMC and for Enterprise Diagnostics e xa P 4 Diagnostics toolbar NSS zl Create a profile that can be used to protect and audit applications e or and schedule an audit protect or repair e YA an audit report or profile and add it to the console tree B Audit a computer e Protect a computer E Edit the event logging and maintenance options C Console tree Lists the items available in the console This includes profiles computers protected applica tions snapshots job definitions and results and audit reports From the console you can access the local computer the entire network and PC Duo Enterprise groups D Details view Displays information such as dialog boxes and HTML pages for the item selected from the console tree For example in the Details view you can edit profiles define jobs view audit reports and review problem diagnostics Action Menu Most tasks in Diagnostics Console such as protecting applications and running audits can be accomplished from the Action menu The available commands on the Action menu depend on what type of item you select in the console tree Right clicking an item in the console tree opens a shortcut menu with the same commands Audi
10. Profiles right click Private click New and then click Profile In the profile toolbar click Auto Profile P2 3 Click Package In the Files of type box select the type of install package you want to import 5 Click an install package and click OK To import an InstallShield 5 x log file 1 Load the log ISU file in the InstallShield 5 x log file viewer 2 Save it as a text file Diagnostics Console can read only the text version of the log file Installed Applications Enterprise Diagnostics can generate a profile from an existing installation of an application After you select an installed application Enterprise Diagnostics scans your system for information about the application such as files registry entries and shortcuts starts the application to determine what ActiveX controls it uses and then generates the profile To auto profile an installed application 1 Inthe console tree right click Profiles click New and then click Profile This creates a public profile a profile that is available to all users running a Diagnostics Console To create a private profile expand Profiles right click Private click New and then click Profile 2 In the profile toolbar click Auto Profile P2 3 Click Application Enterprise Diagnostics displays a list of applications found on the local computer If you do not see the application you want to profile in the Installed Applications dialog click Browse and lo
11. YourLogonName PWD YourPassword APP Microsoft Access WSID YOURMACHINE DATA BASE YOURDATABASE You can use variables in the connection string Selecting Data to Collect You can select the data to be collected from the connection as Tables Procedures and SQL Statements To select tables To select all the tables in the DSN click the check box beside ODBC Tables in the list of tables To select only certain tables in the DSN click the check boxes beside the tables you want to include To select procedures To select all the procedures in the DSN click the check box beside ODBC Procedures in the list of procedures To select only certain procedures in the DSN click the check boxes beside the procedures you want to include To enter SQL statements 1 Under SQL Statements click Add to add a query to your connection 2 Under Edit SQL Statement type a name and SQL statement for example Select from tblAttachments You can use variables in the SQL statement 3 Click Test to view the results of your query in your default Web browser 4 When you are satisfied with the query click Apply You can add more SQL Statements to your connection and edit or remove existing ones Collecting Diagnostics for IIS You can collect information about the Web sites virtual directories FTP sites and SMTP servers on an IIS Web server To collect IIS diagnostics 1 In the profile tree Details view cl
12. a file in the File Name box 3 If you want to use a variable to locate the files click a variable in the Variables list 4 Click Add If you want to protect ActiveX controls you must use variables to add the ActiveX controls Auditing Registry Keys and Entries A profile can include a list of registry keys and values to collect during an audit Adding Keys and Values If you add a registry key Enterprise Diagnostics adds all values and subkeys under that key and selects the key If you add a registry value Enterprise Diagnostics adds just the value and selects it Selecting Keys and Values During an audit Enterprise Diagnostics gets the selected keys and values To select a key or value click the check box for the key or value For each selected key Enterprise Diagnostics gets all values entered in the registry for the key If the Recursive Registry Scan audit preference is True Enterprise Diagnostics gets all subkeys and values under that key 39 Only selected keys and values can be protected and repaired Synchronizing Synchronizing allows you to add missing subkeys and values For example after manually adding a single key you may decide you want to add all the keys at the same level To do this click the parent key and then click Synchronize After you synchronize you must select the keys and values you want to audit Before and After Synchronizing a Key 3 06 HKEY_LOCAL_MACHINE B 06 SOFTWA
13. can use INI Registry Pre defined and Environment variables in the definitions of INI and Registry variables Values of the Pre audit Application and Post audit Application audit preferences Repair rules for files ActiveX controls and shortcuts Repair rule conditions Database information such as database connection names SQL statements SQL server attributes and SQL connection strings You must use variables if you want to protect files shortcuts and ActiveX controls Registry Variables A registry variable represents a value stored under a registry key either the default value or a named value To define a registry variable 1 In the profile tree click Variables 2 Click Add 3 Click Registry to define a registry variable 4 In the Registry Key row click to open the Registry dialog and select a registry value If you select a registry key the variable is given the default value of the key if the default value is set 5 In the Variable Name row click in the Value column and enter a name for the variable INI Variables An INI variable represents a value stored in an INI file For example suppose an application stores its installation directory in an INI file as follows Paths InstallPath C Program Files Company App You can define an INI variable that extracts the value of the InstallPath entry in the PATHS section of the INI file This INI variable can then be used to speci
14. certain computer Click the command and then click Details To refresh the job status display Click Reload To see the audit report for a job 1 Inthe console tree click a job result 2 Inthe Job Status view click View Audit Checking for Notifications Jobs post notifications to the console when they finish Repair jobs post notifications if they fix or fail to fix problems Protect jobs post notifications if they detect missing items such as files shortcuts and ActiveX controls Audit jobs post notifications if they detect missing items such as files shortcuts and ActiveX controls or if they detect other problems for example different file versions Notifications let you see at a glance whether your jobs found or fixed any problems To check for notification messages click Notifications in the console tree Notifications in the console tree PC Duo Enterprise Diagnostics ll Action view amp gt gx m g Tree j PC Duo Enterprise Diagnostics fis Profiles m g My Computer m E Entire Network E Jobs Notifications 3 HL Audit Reports Readme 9 Online Resources Clicking Notifications forces the console to check for new notifications Otherwise the console checks for new notifications once every minute To get more information on the problems found by the job you can check the job results and then click View Audit to jump to the audit report After you re
15. connection in Share mode and closes the connection when the window is closed You can customize the command line from the by adding string values under the key HKLM Software MetaQuest Triage 4 0 RemoteControlPath specifies the path to the remote control executable RemoteControlArgs specifies the command line arguments Configuring Notifications By default only jobs post notifications You can configure when notifications are posted by editing a section in the SupportSite TriSite ini file Notifications LogMissingltems lt value gt LogRepairFailed lt value gt LogRepairSuccess value LogProblemsFound lt value gt To disable a notification set the value to 0 Value Description 0 Do not log 1 Log notifications for jobs 64 CHAPTER 9 Configuring Enterprise Diagnostics Value Description 2 Log notifications for console commands 3 Log notifications for jobs and console com mands Console commands include Audit Protect and fixes applied from the Problem Diagnostics view
16. 2002 3 32 13 PM Product HA Operating System t AP System Resources a gl Hardware dj Registry 8 Environment Variables a Uf Files A Activex Controls Ego Shortcuts ce Copied Files msd Variables Change Analysis View Allows you to compare two audit reports Differences between the two reports are visually highlighted so you can quickly view problems such as missing files wrong file versions invalid registry entries and invalid OS settings Change Analysis View aloe sls dit s amp 4 le e ee m IA 1018 2002 9 26 37 2 NANP Winzip 8 0 3105 10 15 2002 9 26 0 kJ nane a Files Eg Files 2 C Program Files WinZip W232 DLL iC Problem Diagnosis View Allows you to review and fix the problems detected for a protected appli cation Problem Diagnosis View Fix All Undo Al Snapshot used for repair S 10 15 2002 8 27 44 AM recommended z Problem HKEY_CURRENT_USER Software Nico Mak ra S Computing WinZip WinZip IBS item not found wR IF d ionene C Program Files WinZip WZQKPICK EXE item not Fix it e Problem C Documents and Settings All Users WINNTP Start Menu Programs WinZip Help Fix it Manual Ink item not found Requests View Allows you to check the status of requests such as audit protect repair and undo and to delete pending requests if necessary Note that repair jobs appear as audit requests Requests View Acti
17. In the console tree expand the Entire Network and locate the computer 2 Expand the computer and click Requests To delete a pending request Click the request and then click 7X in the console toolbar Troubleshooting Pending Requests When there are no In Progress requests and one or more requests are pending there are a number of things you can check before you delete the pending requests sthe target computer on and connected to the network sthe agent running on the target computer Does the target computer have an agent license or was it revoked e Has the server run out of licenses Try discon necting all other users from the Support Site share and try again 57 58 CHAPTER 8 Requests Is the MQ Message Broker service running Is it running with the correct credentials Is TriMon exe running with the correct creden tials Use the dcomcnfg exe utility to check the Distributed COM Configuration Properties Is the Support Site still available over the network Does the Support Site User have enough privileges to access the Support Site Chapter 9 Configuring Enterprise Diagnostics Configuring the Support Site Editing the Support Site The Support Site configuration consists of a UNC path and a domain user account The path is the location of the Support Site which is a shared folder on the network The user account is used by Enterprise Diagnostics agents and consoles to perform ope
18. LL If you want to protect application items or build your own repair rules you must use variables when you add files shortcuts and ActiveX controls Auditing PCs Auditing is the process of collecting diagnostic and configuration information from a computer For basic change analysis you can simply audit a computer to see if anything listed in the profile such as a file is missing For more detailed change analysis you need at least one baseline audit of a working configuration on a computer Then when a problem occurs you can audit the non working configuration and compare it against the baseline audit You can keep just a baseline audit or you can periodically audit a computer to track configuration changes over time for example original configu ration configuration after a operating system upgrade and so on Audits are saved on the Support Site so after you audit you do not have to connect to the computer again to diagnose the problem All the collected diagnostics and configuration information is available from the Support Site To audit a computer 1 Inthe console tree right click a computer and then click Audit 2 Inthe Select Application dialog box double click a profile to start the audit To batch audit computers 1 On the Action menu click New and then click Job 2 In the box beside the unscheduled task icon go type a name for the job 3 In the Command list click Audit 4 In the Selec
19. Ls to the profile Collecting File Version Information The File Version Information audit preference determines how much file version information is collected during an audit Setting this attribute to Minimal or Normal reduces the amount of memory and time required to audit files It also reduces the size of the audit reports so they load and compare faster Minimal extracts FileVersionProp FileDescriptionProp and LegalCopyrightProp Normal extracts the Minimal information plus CompanyName InternalName OriginalFileName Productname and ProductVersion Full extracts Normal and Minimal information plus Comments FileVersion not the same as the one above ProductVersion not the same as the one above TradeMarks PrivateBuild SpecialBuild fileFlagsMask FileFlags Os Type SubType Translations and TranslationsCharset Auditing ActiveX Controls A profile can include a list of ActiveX controls OCX and self registered files L OCX or DLL to audit For example you can set up a profile to check that a DLL is registered correctly For each ActiveX control listed in the profile an audit report includes the CLSID and TypeLib information found in the registry as well as general and file version information To add ActiveX controls to a profile 1 In the profile tree click ActiveX Controls and then click Add 2 Inthe Add ActiveX Controls dialog select the files you want to add You can also type the name of
20. PC Duo Enterprise Diagnostics User Manual This book explains how to use PC Duo Enterprise Diagnostics version 2 0 Copyright Vector Networks Ltd and MetaQuest Software Inc All rights reserved The information in this document is subject to change without notice and should not be construed as a commitment by Vector Networks Limited Vector Networks Inc or MetaQuest Software Inc Vector Networks Limited Vector Networks Inc and MetaQuest Software Inc assume no responsibility for errors in this document The software described in this document is supplied under a license and may be used or copied only in accordance with the terms of such license PC Duo and its logos are trademarks of Vector Networks Limited MetaQuest is a trademark of MetaQuest Software Inc All other trademarks are the property of their respective owners PART NUMBER DD20 00 Contents Chapter 1 Deploying Enterprise Diagnostics 1 Enterprise Diagnostics Components 1 Setting Up Enterprise Diagnostics 1 Installing Enterprise Diagnostics 2 Installing Diagnostics Agents 2 Installing Additional Consoles 3 Chapter 2 Getting Started 5 Understanding Enterprise Diagnostics 5 Working With the Diagnostics Console
21. RE E DIc3 MetaQuest 1G Triage B Dre 4o ct H AG Html Nodes Restricting Keys 2 0 HKEY LOCAL MACHINE E O SOFTWARE 5 0 MetaQuest E Dc Triage oO 40 5 0 Console amp D1c3 AuditReports C1 Ditviewer H AG Html Nodes GS Locks H OG Profiles OEE DispatchCallEl Diab LastSelectedR Dab ProfilerSavePa Dat Synchronous To prevent users from selecting keys such as HKEY_LOCAL_MACHINE Software and all their subkeys and values you can build a list of restricted keys Restricted keys cannot be added or selected The list of restricted keys is stored in the file ProfViewer ini which you can find in the Enterprise Diagnostics installation folder CHAPTER 5 Collecting Information Auditing Shortcuts A profile can include a list of shortcuts LNK files to check For example you can set up a profile to check that a shortcut exists and that it points to the correct target For each shortcut listed in the profile an audit report includes shortcut properties such as the shortcut s target arguments and working directory To add shortcuts to a profile 1 Inthe profile tree click Shortcuts and then click Add 2 Inthe Add Shortcuts dialog select the shortcut files you want to add and click Add You can use variables such as Common Start Menu to represent the location of the shortcut In the Variables list click a variable Click Add to add the shortcut files If you want to protect shortcuts you must us
22. a Common Programs Location of the shared Programs folder For example C WinNT Profiles All Users Start Menu Programs Common Start Menu Location of the shared Start Menu folder For example C WinNT Profiles All Users Start Menu 34 CHAPTER 5 Collecting Information Common Startup Location of the shared Startup folder For example C WinNT Profiles All Users Start Menu Programs Startup Common Templates Location of the shared Templates folder For example C Documents and Settings All UsersNTemplatesN Personal Location of the current user s My Documents folder For example C Documents and SettingsNstephenNMy Document AppData Location of the current user s Application Data folder For example C Documents and Settings stblair Application Data Cookies Location of the current user s Cookies folder For example C Documents and SettingsNstephenNCookiesN Desktop Location of the current user s Desktop folder For example C Documents and SettingsNstephenNDesktopN Favorites Location of the current user s Favorites folder For example C Documents and Settings kima Favorites NetHood Location of the current user s NetHood folder For example C Documents and Settings kima NetHood My Pictures Location of the current user s My Pictures folder For example C Documents and Settings kima My Documents My Pictures PrintHood Location of the current user s PrintHood folder For example C
23. a filename with an environment variable For example to locate a file in the TEMP directory you can specify TEMP myfile txt Typical environment variables that could be useful as variables e COMPUTERNAME returns the name of the computer where Diagnostics Agent is running SYSTEMDRIVE returns the drive on which the active operating system is installed e TEMP returns the path of the temporary folder Extracting Folders from File Names Sometimes an application does not store its installation path in the registry but it does store the full path names of some files in its installation folder You can define a variable that gets the file name from the registry and then extracts only the path part For example if a registry value is C Program Files MyApp myapp exe you can define a variable that extracts just the C Program Files MyApp part To extract the folder from a file name 1 Create a new registry variable 2 Setthe Extract As attribute to Folder This specifies how to extract the variable value when replacing a variable reference in the profile 3 Setthe Variable Data Type attribute to File Variable Data Type specifies what kind of value is stored in the registry key 35 For example if you auto profile the WinZip application the following variable is defined Variable Name WinZip HKCU software nico mak com puting winzip programs ip2exe Registry Key Variable Data File Typ
24. a working configuration when a problem occurs Audits and Snapshots Eg nane B Protected Applications EE Winzip 8 1 E Audits ij 05 01 2002 11 44 32 AM Hy 10 15 2002 8 27 44 AM E43 Snapshots C 05 01 2002 11 44 32 AM C 10 15 2002 8 27 44 AM To protect an application on a single computer 1 Inthe console tree expand the Entire Network and locate the computer 2 Right click the computer and click Protect 3 In the Select Application dialog box double click an application To protect an application on multiple computers 1 Inthe console tree right click anything except a computer or a node under a computer and then click Protect 2 Inthe Select Machines dialog box select one or more computers groups domains or networks 3 In the Select Application dialog box double click an application If you right click a profile in step 1 you can skip this step After the application is protected an audit and a snapshot are added under the computer in the console tree You can now view the audit details or the contents of the snapshot by clicking the audit or the snapshot in the console tree While Enterprise Diagnostics protects the computer you can perform other tasks in the Diagnostics Console For example you can protect the application on other computers If the protect request seems to be taking a long time to finish check the Requests If the request is listed as pending it means that the agent running
25. and values under the current registry key Setting Repair Scope to All Descendants reduces the size of the profile because Enterprise Diagnostics doesn t have to create and save rules for all the keys and values It can use the default rules which for keys are Audit Status Found and for values are Audit Status Found Value value Type lt type gt Immediate descendants are the direct children of the current key Descendants can still have their own priorities titles and descriptions Target Directory Specifies where to put a file on the user s machine when the problem is fixed This attribute is automatically set when you protect an application or when you auto build a rule 52 CHAPTER 6 Customizing Application Protection Target Directory is the value of a variable such as WinDir or AppInstallDir Title Text displayed after the Problem label for a problem To type or edit a multi line title click m Chapter 7 Scheduling Jobs Jobs allow you to schedule application protection audits and repairs at the most convenient times for you or for your users Jobs also allow you to batch protect audit and repair applications For example you can use a job to protect multiple applications on all computers in a domain Enterprise Diagnostics uses the Windows Task Scheduler to schedule jobs Task Scheduler starts each time you start Windows and runs in the background Task Scheduler is part of Win
26. applications are running Hardware component and configuration infor mation Defining Variables You use variables to represent paths that can vary from computer to computer such as the location of the Windows system folder or the installation folder of an application Variable Definitions WinSysDir C AWINNTP4System32 WinDir CNWINNTP Templates C Documents and Settin SystemDrive Startup C Documents and Settin Start Menu C Documents and Settin SendTo C Documents and Settin RootDir iN If you want to collect information on files and shortcuts or retrieve copies of file you can use variables to locate the files on each computer For example you can use predefined variables to represent the location of the Windows system folder the installation folder of an application or the location of the shortcuts on the Start menu For application files you can define a variable that extracts the application install path from the registry or use a predefined variable such as Common Files which stores the location of the Program Files Common Files folder Adding Files with Variables FileName winSysDi MDT2FW95 DLL Common Files Microsoft Shared MSDesignerst OfficeJNOfficeNMSACCS OLB Office Office MSACCESS EXE Office OfficeSMSAEXP30 DLL Office NOfficeN1033MSAINSO0 DLL OfficeJNOfficeNMSO8 DLL Office Office MSOWC DLL Office NOfficeN1033NMS OO wCI DLL 0wWinSysDir RICHED20 D
27. ation DLL with an older version perhaps by installing a non critical application self healing automatically restores the required DLL The user never has to call the help desk You implement self healing for protected applica tions with repair jobs Repair jobs are scheduled audits that automatically fix any problems they detect Performing Change Analysis Change analysis is a basic technique for trouble shooting system and application problems It is the process of tracking down configuration changes on a computer With Enterprise Diagnostics you can build profiles to collect application diagnostics and system configuration information such as services and printers Then you can audit computers and analyze the collected diagnostic data Enterprise Diagnostics automatically compares application or CHAPTER 2 Getting Started system settings against a baseline at different points in time or on different computers This allows you to quickly identify and correct the changes that caused the problem Enterprise Diagnostics Components Enterprise Diagnostics consists of a central administrative console agents that run on remote computers and a shared data folder called the Support Site Diagnostics Console You use the Diagnostics Console to profile protect and audit applications and to diagnose and fix problems Diagnostics Agents Diagnostics Agents are installed on each computer on the network and are responsible
28. base Information Diagnostics db extends the auditing capabilities of Enterprise Diagnostics to include database configuration information and database content Diagnostics db can collect information for any ODBC compliant database such as Oracle Microsoft SQL Server and Microsoft Access Due to the nature of how ODBC is implemented multiple layers of programs and drivers communicating with each other troubleshooting can be a challenge With Diagnostics db when an ODBC call fails you no longer need to spend hours trying to determine whether it is a problem with client libraries or a net protocol mismatch or even a database engine not running Diagnostics db can collect all the information required to perform a proper diagnosis in minutes 43 ODBC Database Configuration Enterprise Diagnostics steps you through the process of specifying what to collect about a user s ODBC installation The ODBC configuration information is grouped into categories System DSNs Data Source Name registry security description system database ODBC driver User DSN configuration settings and more User DSNs Data Source Name registry security description system database ODBC driver User DSN configuration settings and more File DSNs Data Source Name and file information location size attributes ODBC Drivers File version information file name location file version attributes and more API level ODBC driver versio
29. cate the application executable on your computer 4 Click an application and click OK ActiveX Controls Enterprise Diagnostics can determine only the ActiveX controls loaded at startup ActiveX controls loaded on demand by the application are not included in the generated profile If you are familiar with the application you can manually add the missing ActiveX controls Too Many Files If the generated list of files is too large add some file extensions to the File extensions to ignore filter and generate a new profile Files with No Path Ifa file is listed with no path it was probably found somewhere on your hard disk outside of the application installation directory and 17 the standard Windows directories for example c temp Generally you can remove such files from the profile After You Auto Profile Because not all applications follow standard rules for installations profiles for installed appli cations may not be complete Visually inspect the profile and verify that the files registry entries shortcuts and so on make sense e If the profile includes keys or values under HKEY CURRENT USER the user must be logged on when you audit protect or repair the user s computer Otherwise if no one is logged on the current user will be the default user and the audited values will not reflect the user s environment Make sure all paths to files ActiveX controls and shortcuts use variables If the path to a
30. choose the Custom setup type Select Features The Custom setup type allows you to select the features to install You must install both Diagnostics Agent and Enterprise Diagnostics If you don t want to diagnose ODBC database problems you don t need to install Diagnostics db Setting Up the Support Site The Support Site is a shared folder on a network server All agents and consoles must be able to access the Support Site subfolder in the Offline Area Setting the Support Site User Account The Support Site user account is used by all agents and consoles to Audit and protect computers Access the Support Site shared folder e Run jobs Runthe Enterprise Diagnostics service named MQ Message Broker The Support Site user account must be a domain Administrator that has local Administrative privi leges on each computer Do not add any other shares for the Support Site folder For example do not create a second share so that the Support Site folder is shared both as nanp Support Site and nanp Diagnostics Setting the Event Logging Options By default agents and consoles log events on the local computer On Windows NT 2000 and XP events are logged to the Event Log On Windows 95 98 and Me events are logged to a text file On Windows NT 2000 and XP you can log all events to the Event Log on a central server See Logging Events on page 62 for more information Installing Diagnostics Agents Diagno
31. click Problems were detected GE winzip 8 1 EM Audits H s 10 15 2002 8 29 51 AM Problems were detected EH a 10 15 2002 8 46 46 AM ic Snapshots E The Details view displays a list of the problems detected during the audit CHAPTER 3 Protecting and Repairing Applications 3 In the Snapshot used for repair list click the snapshot you want to use to repair the appli cation This allows you to restore the appli cation to its configuration at a specific point in time 4 Review the problems and fix them To fix all problems click Fix All To fix a specific problem click Fix It To undo all fixes click Undo All You can also undo individual fixes by clicking Undo beside the fixed item If the audit request seems to be taking a long time to finish check the Requests If the request is listed as pending it means that the agent running on the target computer never picked up the request By default problems are sorted by priority with the highest priority problems at top You can also sort by problem type file registry Activex environment variable or shortcut or by status Problem Fixed Failed to fix this item To sort the problem list Right click anywhere in the problem list and then click a sort Self Healing Self healing maintains applications in working order Instead of waiting for users to report problems self healing runs at scheduled intervals and automatically detects and fi
32. comparing application and PC settings against a baseline or at different points in time you can quickly identify and correct the configuration changes that cause problems Protecting Applications To protect an application you first build an appli cation profile that describes a working configu ration of the application files registry entries ActiveX controls self registered files DLLs shortcuts and environment variables After you have a profile you can then protect the application on any computer in your network When you protect an application Enterprise Diagnostics takes a snapshot of the application configuration on the computer The profile drives this process because it specifies what items make up the application configuration The snapshot contains everything needed to restore the application to working order including repair rules for detecting and fixing problems and an archive of application files Repairing Applications To repair a protected application you run an audit The audit detects potential problems which you can then review in the console and fix with a single Click Self Healing Applications Self healing reduces support calls and increases user productivity by guaranteeing the availability of critical applications Self healing automatically detects and fixes common application problems before users are even aware of the problems For example if a user somehow overwrites a key applic
33. detects problems fixes problems or cannot fix some problems For example if a self healing repair job fixes some problems the job posts a Fixed problems notification Audit Reports Stores audit reports that are not associated with a specific computer For example you can use Audit Reports to store audits that you want to keep around for later change analyses Details View The Details view displays the details of an item selected in the console tree For example you can view the details of a profile an audit report or of the problems found during an audit Profile View Allows you to create and edit profiles The left pane of the profile view is the profile tree which lists the different sections of a profile Profile View el z WANP SupportSite Profiles Micrasoft Office 2000 Professional Access 9x Me trp T Product Enter attribute values in the Value column ci 87 Audit Preferences fh Security A Self Repair i Variables amp system Resources dy wet a Registry Vae 5 Environment Variables Product Name Microsoft Office 2000 Profes gf Files Product Version 3x Me S Activex Controls Shortcuts T Copied Files JE Database Configuration Bg Database Connections Company Name Phone Number 3 00 2720 E mail Address Microsoft Corporation Audit Report View Allows you to review the contents of an audit report Audit Report View aloe ols Fle s 4 ec Ja NANP WinZip 8 0 3105 10 18
34. domain Administrator that has local Administrator rights on each computer If the Support Site user is not a member of the local Administrators group the Diagnostics Agent may not be able to audit protect or repair certain items such as files and registry entries To verify that the Support Site user has access to the SupportSite from a computer log on to Windows with that user account and try to copy a file to and from the Support Site shared folder Support Site User with No Password If you want to use an account with no password as your Support Site user you may have to change your security settings On Windows XP In the Security Settings go to Local Policies Security Options and disable the policy Accounts Limit local account use of blank passwords to console logon only On Windows 2000 In the Security Settings go to Account Policies Password Policy and set the minimum password length to 0 On Windows 95 98 Me and NT In the Users Manager set the minimum password length to 0 Setting Options Enterprise Diagnostics provides options for logging events and maintaining archives of audits and snapshots The option settings are shared by all consoles although individual agents and consoles can override the default settings From the console you can Set the defaults for new agents and consoles Change the settings used by existing agents and consoles Change the agent options for specific c
35. dows 98 Me 2000 and XP On Windows 95 and NT 4 0 SP3 Task Scheduler is an Internet Explorer component that you can install by using the Add Remove Programs tool in Control Panel Jobs run as the Support Site user Defining Jobs You can define jobs to protect audit and repair applications on any computer with a licensed version of Diagnostics Agent Jobs can run on one or more computers all the computers in a domain or in a PC Duo Enterprise group or all computers in the network For example you can use a job to protect an application on every agent licensed computer To define a job 1 On the Action menu click New and then click Jobs 2 In the box beside the task icon Ro type a name for the job 3 In the Command list click Protect Audit or Repair 4 Inthe Select Machines box select the check boxes for the computers you want to protect To protect all computers on all domains of the network select the Microsoft Windows Network check box To protect all computers on a given domain select the domain check box To protect all computers in a PC Duo Enterprise group select the group check box 5 In the Select Products box select the check boxes for the products you want to protect 6 Inthe Job view toolbar click e to save the job After you save the job you can either run it immediately or schedule it Torun the job click F in the Job view toolbar To schedule the job click Scheduler s
36. e Extract As Folder Given this variable definition if the value stored in the registry is C Program Files WinZipWZSEPE32 EXE then WinZip evaluates to C Program Files WinZip Using Regular Expressions Use regular expressions to select groups of files based on their names For example to select all MFC DLLs in the Windows system directory you would use the regular expression mfc dll Enterprise Diagnostics audits any file whose name contains a substring that matches the regular expression So for example the regular expression mfc matches any file containing the string mfc not just the DLLs but also files like mfcuix hlp and MFC Tracer a shortcut Note that you cannot protect files added with regular expressions The period matches any character For example ie matches both ie5 and ie6 To match an ordinary period you use the backslash For example ini matches ini 36 CHAPTER 5 Collecting Information The asterisk matches zero or more occurrences of the preceding character For example matches any string of characters and dl matches all DLLs The caret matches the beginning of a string For example reg matches any string that begins with reg The dollar sign matches the end of a string For example ini matches any string that ends with ini And while ini matches both runlog ini and foo init ini
37. e variables to add the shortcuts Copying Files A profile can include a list of files to retrieve during an audit These files can be text files or binary files Unless you use a variable to specify the exact location of the file to copy Enterprise Diagnostics copies all occurrences of the file it finds on the computer Therefore it is strongly recommended to use variables when specifying files to copy Attaching Copied Files Binary files are always attached to audit reports And by default ASCII files are also attached to audit reports so the audit report contains only a reference to the copied files which are stored externally in the file system Attaching the copied files reduces the size of the audit report and reduces the amount of time required to load the report into Diagnostics Console It also allows you to use the application associated with the file type to open or edit the file You can include copied ASCII files in the audit report file by setting the Attach Copied Files attribute to False Including copied files in an audit allows you to automatically compare them when you compare audit reports However including copied files increases the size of the audit report and the time required to load the report into Diagnostics Console It also means you cannot open the file in another application such as Notepad Do not copy files that have extremely long path names Enterprise Diagnostics recreates the enti
38. e Support Site On the Support Site snapshots are stored in a Snapshots folder Support Site Snapshots lt domain gt lt app gt By default audits are stored in the Support Site and snapshots are stored on the local computer the computer where the agent is running Snapshots are stored in the Data Snapshots subfolder of the Enterprise Diagnostics installation folder For example C Program Files PC Duo Enterprise Diagnostics Data Snapshots lt protected app1 gt Revoking Licenses If someone is on an extended vacation or leave of absence you can revoke the license so someone else can use Enterprise Diagnostics Typically you revoke licenses for Enterprise Diagnostics the console or for Enterprise Diagnostics db Revoking an agent license would leave the computer unprotected To revoke a license for a product 1 On the Action menu click Options or click amp on the console toolbar 2 Click the License Usage tab 3 Expand the product and click the user s computer 4 Click Revoke After you revoke a license the agent or console will automatically acquire a license the next time it starts Uninstalling an agent or console automatically revokes the license 63 Customizing Remote Control The Remote Control command in the Action menu launches PC Duo Remote Control with the command line arguments VS E The default arguments when launching PC Duo Remote Control are VS E which opens the
39. e command you choose depends on the type of file and what actions are associated with that file type For example on some systems Open executes a javascript JS file while Edit loads the file into a text editor If you are not sure click Open With and click the program you want to use to open the file To view included files 1 Inthe Audit Report view expand Copied Files 2 Under Copied Files expand the file you want to view 3 Expand Contents To copy content from included files 1 Expand Contents 2 Right click the line you want to copy and click Properties 3 Highlight the text you want to copy 4 Right click the highlighted text and click Copy Comparing Audit Reports When you compare two audit reports Enterprise Diagnostics automatically highlights any differ ences between the two reports This allows you to review configuration changes and quickly spot bad or missing files wrong file versions missing registry entries invalid OS settings and more Changes Visually Highlighted gius R cr amp 2 E NANP WinZip 8 0 3105 10 22 2002 11 55 37 A E NANP v 10 22 2002 12 41 7 B System Resources L i Installed Applications PC Duo Enterprise HelpDesk Not Fo r Loaded Modules Running Applications E E Memory 6 Percent Memory In Use 83 38 dM Free Memory 32 00 WA Free Page File 315 3 WA Free Address Space 1 95 amp gf Fies EH system Resources G Installed Applicat
40. e event logging and maintenance options by double clicking the agent icon in the system tray You can prevent users from editing just the event logging options just the maintenance options or both sets of options To prevent users from editing the agent options 1 Inthe Event Logging or Maintenance tab clear the Agent can edit Event Logging options check box 2 To apply this change to existing agents click the Apply new settings to all Clients check box This overrides any local settings 3 Click OK 61 CHAPTER 9 Configuring Enterprise Diagnostics Logging Events By default agents and consoles log events on the local computer On Windows NT 2000 and XP events are logged to the Event Log On Windows 95 98 and Me events are logged to a text file On Windows NT 2000 and XP you can log all events to the Event Log on a central server To log all events to the Event Log on a central server 1 On the Action menu click Options or click amp on the console toolbar 2 Onthe Event Logging tab click the Log events to a central server check box 3 Type the computer name of the central server By default settings changes are applied only to new installations of agents and consoles Maintaining Audits and Snapshots Limiting Audits and Snapshots By default Enterprise Diagnostics saves an unlimited number of audits and snapshots for each application To conserve disk space or to prevent clutte
41. e information collected by Enterprise Diagnostics depends on the version of Windows installed For example Display Fonts information is collected on Windows 95 and 98 but not on Windows NT 2000 and XP If Enterprise Diagnostics does not collect the system resource information you need use Windows Management Instrumentation WMI to collect the required infor mation See Auditing with Windows Management Instrumentation on page 41 Auditing Files A profile includes a list of application files that you want to audit To include files in a profile you can Use variables to specify the location of the files Select files from the folders on your computer or on any other computer in the network neigh borhood Add all DLLs that one of your application DLLs depends on For an EXE file Enterprise Diagnostics automatically collects information about the DLLs that the EXE loads so you don t have to add the DLLs yourself But if you want to collect information for all instances of a DLL on a system you must add the DLL to the profile Use variables in the file name to collect information for only one specific instance of the file Otherwise Enterprise Diagnostics collects information for all instances of the file found on the computer If you want to protect files you must use variables to add the files To add files 1 In the profile tree click Files 2 Click Add 3 Locate the folder containing the files you wa
42. ee Scheduling Jobs on page 55 The Select Machines box lists only the computers with an agent license Because agent licenses can be revoked and assigned to different computers a job may not run on all the computers you select when you define the job Before the job runs it checks for agent licenses and skips computers that no longer have an agent license If you select all computers in a domain or group then the job dynamically finds all computers in the domain or group with an agent license 54 CHAPTER 7 Scheduling Jobs Running Jobs You can run jobs manually without scheduling them This is handy for doing batch protects of applications on many machines when you don t want to repeat the protection at regular intervals Scheduled tasks can be run manually as well To run a job e Inthe Job view toolbar click Checking the Status of Jobs To check the status of a job 1 In the console tree expand Jobs and then expand the job definition The starting date and time of each job is listed under the job definition Job Results in the Console Tree 8 Pa Jobs m AuditComputer BB ProtectJob E19 RepairWinzip EB 11 12 2002 10 45 37 AM 57 11 12 2002 11 10 32 AM 2 Click a job to display the Job Status view The Job Status view displays the status of the commands executed on each machine To see more details for a specific command For example you may want to know why a Protect command failed on a
43. elf registered files for example OCXs and Shortcuts check boxes control what items are included in the generated profile Filtering Out Files and Registry Keys As a general guideline a profile should not exceed 1 megabyte in size To control the size of a profile use File extensions to ignore to specify which files you do not want to include in the profile Registry keys to ignore to specify which registry keys for example HKEY CLASSES ROOT you do not want to include in the profile Filters are specified as a comma separated list You can include one or more spaces between commas to make the list more readable Copying Files When you generate a profile automatically you can generate a list of files ASCII or binary to retrieve from the remote computer For example you can retrieve INI and other configuration files from a user s computer The File extensions to process as Copy Files box is a comma separated list of file extensions When the profile is generated all files with these exten sions are added to the list of files to copy While copied files are not used to protect an appli cation they can be useful for performing change analysis If the install path is found in the registry Auto Profile creates a variable for the application install directory Importing Windows Installer Packages Microsoft Windows Installer is a component of the Windows operating system that manages the installation and remo
44. em operating system and hardware infor mation Copies of text and binary files For example you can get copies of text files such as INI SYS and BAT files Database configuration and connection infor mation e Advanced diagnostics from Microsoft Windows systems through Windows Management Instru mentation WMI Diagnostic information about Microsoft Internet Information Server IIS Defining Variables Enterprise Diagnostics uses variables to specify the paths to files and shortcuts A variable can represent a file path that can vary from machine to machine For example the location of the Windows folder can vary from machine to machine and different users can install an application in different directories If an application stores paths in the registry in an INI file or relies on environment variables Enterprise Diagnostics can use variables to look for files and shortcuts only in those locations Otherwise Enterprise Diagnostics searches the entire computer Similarly if you know that a file should be in the Windows folder you can use a variable to search only the Windows folder Variables can be combined together to form a single expression Variables can also be combined with regular expressions Enterprise Diagnostics provides the following variable types Registry variables that are expanded based on a value stored in the registry INI variables that are expanded based on a value sto
45. esponse such as Done Audit or Done Protect Repair jobs send an audit command The Request view displays the requests a and responses m for a computer Pending requests are waiting to be picked up by the agent You can delete pending requests n Progress requests are being processed by the agent You cannot delete in progress requests Pending responses are waiting to be processed by the console Requests can be sent interactively by a console user or automatically by a scheduled job Because interactive requests are processed independently in separate threads they never appear as In Progress A job request however must finish before any other requests or responses are processed and is listed as In Progress until it finishes While a job request is In Progress all other requests and responses are Pending For example when a console receives a Done Audit response it adds the audit report to the console tree and asks if the user wants to view the audit details However if a job request is In Progress the Done Audit response is marked Pending and is not processed until the job request finishes To see the results of a pending response you can manually refresh the console display by clicking Refresh on the Action menu or by pressing F5 For example refreshing the console displays audit reports associated with pending Done Audit responses To view the list of requests and responses fora computer 1
46. ferent For example if you choose to always apply a filter the filtered items are never highlighted as different even if they are Filters are ignored if you load a single report Customizing the Difference Highlighting To customize difference highlighting 1 In the Details view toolbar click Options E and then click the General tab 2 Change the colors To change the color of Do this Items that are different in In the Color of different each report items list click a color Items missing in the audit In the Color of items report displayed in the left missing in reference pane report list click a color Items missing in the audit In the Color of items report displayed in the missing in audit report right pane list click a color Synchronizing the Comparison By default the display of the two audit reports is synchronized so that both reports scroll up and down together and expand and collapse together This makes it easier to perform a side by side comparison of the reports Turn this feature off if you want to view each report independently To turn off Click Synchronized vertical scrolling e To turn off Click Synchronized horizontal scrolling Synchronized expanding and collaps ing of report sections Click Synchronize Item to display the same item in both reports when display synchronization is turned off Hiding Files from Non Act
47. fferent registry entries Therefore you may need two profiles one for each of the main families of Windows You may also need separate profiles within a family for example separate profiles for Windows XP and 2000 You can use the Operating System audit preference to build profiles for specific versions of Windows See page 65 Building Profiles Enterprise Diagnostics provides several methods for building profiles Import a Windows Installer package MSI file This is the recommended way to build a profile Import the project file for a install package If you use InstallShield 5 x 6 x InstallShield Express or Wise Installer to develop install programs for your applications you can import the project files You can also import Visual Basic projects Generate the profile from an application instal lation When an application doesn t use Windows Installer and you don t have the source files for the setup you can use an existing installation of the application Build the profile manually This method is ideal for collecting configuration information so you can perform system change analysis For example to troubleshoot problems with hardware components such as printers and video cards that have associated software For applications building profiles manually requires considerable detailed knowledge of the application Auto profiling Applications Specifying What to Include The Files Registry Entries S
48. for auditing protecting and repairing the computers Support Site Support Site is a shared folder that stores the public profiles all audit reports and licensing information Consoles and agents use the Support Site to share information and to communicate Working With the Diagnostics Console The Diagnostics Console consists of a window divided into two panes The left pane contains the console tree which shows the items available in the console The right pane contains the Details view The Details view shows information about the item selected in the console tree For example when you Click a profile in the console tree the Details view allows you to view and edit the details of the profile PC Duo Enterprise Diagnostics AI PC Duo Enterprise PC Duo Enterprise Diagnostics AI mg amp a amp amp B A th Action View JI E Tree m PC Duo Enterprise Diagnostics e iz Profiles Cc H My Computer BE Entire Network E Jobs Notifications 0 H E Audit Reports Readme 9 Online Resources A Standard Menus The Action menu lists the available tasks which depend on what is selected in the console tree The View menu allows you to customize the display of the Details pane B Console Toolbars The console includes a standard toolbar and a diagnostics toolbar Standard toolbar je gt Amx e q Jump back to the previous contents of the Details view
49. fy the location of a file To define an INI variable 1 In the profile tree click Variables 2 Click Add 3 Click INI to define an INI variable 4 Type the name of the INI file the name of the INI section and the name of INI entry 5 In the Variable Name row click in the Value column and enter a name for the variable Other Variable Attributes for INI and Registry Variables The Variable Value attribute is set when you click OK or Apply This value is used while building the profile for example to find the files you add to the profile During an audit or protect the variable value is determined by the settings of the user s computer The Default Value attribute is used when the value cannot be extracted from the user s computer For example when an application is protected the Default Value attribute is assigned the variable value So when the application needs to be repaired a value is available even if it cannot be extracted from the user s computer The Extract As and Variable Data Type attributes are used to extract folder paths from file names See Extracting Folders from File Names on page 35 User Defined Variables A user defined variable is a variable that stores a value specified in the profile If you want to use the same value for example a string in a number of places you can define a variable to hold this value To define a user defined variable 1 In the profile tree click Variables 2 C
50. he WMI SQL statement to SELECT FROM Win32 NTLogEvent WHERE LogFile System AND Type Error 41 42 CHAPTER 5 Collecting Information For Enterprise Diagnostics to audit a WMI Component and return information about the component you must provide at least one WMI SQL property for the component Customizing the WMI Components List To audit a WMI object not listed in the factory default list you use the Customize feature to first add it to the list To add a new component to the list 1 Click Customize 2 Inthe Customize dialog click the check box for component you want to add 3 Click Add You can change the display name of the object to a more user friendly name by entering the new name in the Display Name column Objects prefixed with a are objects containing a modified Display Name To add several objects at once hold down the CTRL key and then click each object you want to select Hold down the SHIFT key to select a range of files Click Add to add the selected objects To add a new category you must edit the UserWMI INI file and add it under the Namespaces section To remove a component or category from the list Click a WMI component or category and then click Remove You cannot remove any of the factory default WMI Objects from the list WMI INI File Format The list of WMI categories and components displayed in Enterprise Diagnostics is defined by the MqWMI INI and UserWMI INI files
51. iagnostics restores the file you renamed 12 CHAPTER 2 Getting Started 13 Chapter 3 Protecting and Repairing Applications Overview Enterprise Diagnostics allows you to automatically diagnose and repair problems with applications For example you can fix problems caused by missing files wrong DLL versions unregistered ActiveX controls missing registry entries and broken shortcuts First profile the application The profile specifies what items such as files and registry entries to protect Enterprise Diagnostics can protect and repair files registry keys and values ActiveX controls shortcuts and environment variables Second protect the application After an appli cation is protected problems with that application can be fixed with Enterprise Diagnostics Third audit the application Audits allow you to detect problems which you can then automatically fix from the console How often to protect and audit lt depends on the computer Computers that have a stable system configuration and a constant set of installed applications do not need regular protects and audits You can wait for the users of these types of computers to report problems before you run an audit For computers where applications are frequently installed and removed for example computers used by developers and QA testers you may need to regularly update the protection You may also want to regularly audit the computers instead of wa
52. ication Enterprise Diagnostics generates default repair rules You can replace the default repair rules with customized repair rules When you customize the conditions or actions of a repair rule you must set the Locked attribute to True Otherwise the customized rule is overwritten by a generated rule when you protect the application About Repair Rules The general form of a repair rule looks like this if condition action else action2 condition is a logical expression that tests the values in an audit report actions are predefined actions such as Fix it Display Message and Do Nothing Fix it depends on the type of object Generating Repair Rules You can generate repair rules for files ActiveX controls shortcuts environment variables registry keys and registry values To generate repair rules for specific items 1 Inthe profile tree click Files Registry ActiveX Controls Environment Variables or Shortcuts 2 Select one or more items Use the Shift and Ctrl keys to select multiple objects or drag the pointer over the objects you want to select To select by dragging point to a blank area for example the whitespace after an item name and then drag the bounding outline 3 Click Self Repair and then click Auto Build Diagnostics Console generates default repair rules for the selected items 49 Editing Repair Rules To edit a repair rule 1 In the profile tree click Files Regist
53. ick Audit Preferences 2 Inthe Value list of the Internet Information Server attribute click True Collecting Security Information You can collect security information permissions for files shares and registry entries To collect security information 1 Inthe profile tree Details view under Audit Preferences click Security 2 Set the Include File Security Include Registry Security or Include Share Security attribute to True Enterprise Diagnostics collects security information for the registry entries listed in the profile 45 46 CHAPTER 5 Collecting Information 47 Chapter 6 Customizing Application Protection Overview When you protect an application Enterprise Diagnostics generates repair rules that specify how to detect and fix problems For example the repair rule for a file looks like this If Audit Status Found AND File Version gt 4 1 0 0 Do Nothing Else Fix it So if an audit does not find the file or the file version does not match the version found when it was protected a problem is detected Repair rules are saved in a copy of the profile This copy is created when you protect the application and is stored with the snapshot In addition to generating If Else statements in the snapshot profile Enterprise Diagnostics also sets the Enable Self Repair and Target Directory repair rule attributes and the global Enable Self Repair audit preference What Can You Cust
54. ing Database Information 43 Collecting Diagnostics for IIS 44 Collecting Security Information 45 Chapter 6 Customizing Application Protection 47 AA AA AA EU AAA UA AAA 47 What Can You Customize 47 How to Customize 47 Assigning Problem Priorities 48 Customizing Problem Descriptions 48 Creating Self Healing Items 48 Customizing Repair Rules 48 Chapter 7 Scheduling Jobs e o Lyman habe ERRORIS Qe 53 Detinihg Jobs or RR EAE EIER 53 Running Jobs os ey IAA ee eet haa HUS Y 54 Checking the Status of Jobs 54 Checking for Notifications 54 Scheduling Jobs rx etr bep DU A d 55 Chapter 8 Requests oL cad int ot eden aetna 57 Working with Reguests 57 Troubleshooting Pending Reguests 57 Chapter 9 Configuring Enterprise Diagnostics 59 Configuring the Support Site 59 Setting Options 60 Logging aaa 62 Maintaining Audits and Snapshots 62 Revoking Licenses 63 C
55. ions I PC Duo Enterprise HelpDesk a r Loaded Modules H Running Applications 6 Percent Memory In Use 92 71 d Free Memory 14 00 WA Free Page File 193 4 WA Free Address Space 1 91 a g Files You can compare a computer s configuration Against a baseline Attwo different points in time Against the configuration of another computer 27 The reference report is in the left pane and the audit report is in the right pane To compare audit reports 1 In the console tree click the audit report you want to use as a baseline for the comparison This audit report is called the reference report and it is displayed in the left hand side of the Details view In the Details view toolbar click Compare Audit Reports zl In the right pane click a computer in the list this allows you to compare the configuration of one computer against another then click an audit report in the list of available audits aloe e ols utu 2 9 G IE NANP Winzip 8 0 3105 NANP z m Product 5 Winzip 8 0 3105 AA Operating System 10 02 2002 11 55 37 Av AB System Resources 1 10 11 2002 11 56 39 AN 2 ay Rodin 10 22 2002 12 41 38 P B A Files BA Shortcuts md Variables Review the differences e By default the console shows only the differ ences between the audit report Click P to display all items Click to return to the differences only view e Click J to display the ne
56. ironment variables Shortcuts To move a problem to the top of this list set its Problem Priority attribute to a lower value Lower values indicate higher priority Customizing Problem Descriptions The Title and Description attributes specify the main descriptive text shown in the console Descriptive text for a problem Description Title e Problem Cannot find the target for the desktop shortcut WinZip Either the path to the target is invalid or the target is missing Sho ails Fix Shortcut property Broken e audited value is True Details Caption You can hide the details by setting Diagnosis Show Details to False in the Self Repair audit preferences The detail text is automatically generated and cannot be customized To change the default caption text type a new caption in the Caption box beside the Fix it action Ifthe condition is met then DoNohing x Can Argument mj else Fixit Caption Fix Shortcut Agmnt OOOO Cancel Help The width of the column for the caption is controlled by the Action column width preference Creating Self Healing Items The Auto Execute Action attribute controls whether Enterprise Diagnostics automatically executes the Fix It action when it detects a problem during an audit The problem will be listed in the console as Fixed and you won t be able to undo the fix Customizing Repair Rules When you protect an appl
57. iting for users to report problems You can use jobs to schedule regular protects and audits on individual computers entire domains and networks or PC Duo Enterprise groups Self Healing Self healing allows you to maintain applications in working order To implement self healing you define and schedule repair jobs which automatically repair any problems they find Profiling Applications An application profile is used to protect an appli cation The profile lists the files registry entries ActiveX controls OCX self registered files OCX or DLL shortcuts and environment variables that make up a working configuration of the application Using this information Enterprise Diagnostics can take a snapshot of the application on a specific computer and later use this snapshot to restore the application to working order You can automatically generate a profile from a Windows Installer package MSI file an InstallShield or Wise Installer project or an existing installation You can also use Diagnostics Console to manually edit the details of a profile Profiling and Windows Versions When you profile an application it is important that you test the profile on the two main families of the Windows operating systems Windows 95 98 and Me Windows NT 2000 and XP 14 CHAPTER 3 Protecting and Repairing Applications Depending on the version of Windows some setup programs install different files and create di
58. ive Operating Systems When more than one operating system is installed on a computer an audit report contains infor mation for each operating system You can filter out the non active operating system when viewing the audit report To filter out files from the non active OS 1 In the Details view toolbar click Options amp then click the General tab 2 Click Ignore files in the non active operating system Printing Audit and Diagnostic Reports Enterprise Diagnostics can print audit reports and diagnostic reports A diagnostic report summa rizes the differences between two audit reports You can also save diagnostic reports in a TRD file To print an audit report 1 View an audit report 2 In the Details toolbar click M and then click Print Reference If you are comparing audit reports Print Reference prints the audit in the left pane and Print Audit prints the audit in the right pane To print a diagnostic report 1 Compare two audit reports 2 Inthe Details toolbar click 27 and then click Print Diagnostic To save a diagnostic report 1 Compare two audit reports 2 In the Details toolbar click e and then click Save Diagnostic 29 30 CHAPTER 4 Performing Change Analysis Chapter 5 Collecting Information In addition to collecting information on files registry entries ActiveX controls self registered files shortcuts and environment variables a profile can also collect Syst
59. key and all of its descendants You do not need to add any condition to operate on keys If the key exists Enterprise Diagnostics considers that the condition is met If the key does not exist the condition is not met Delete it for Registry Values If you want to delete the registry value regardless of its current value do not specify any condition If the value exists Enterprise Diagnostics will delete it Displaying Messages The Display Message action displays the message specified by the Argument field if condition Display Message Argument Condition met else Display Message Argument Condition failed In the Problem Diagnosis view the Fix All button does not execute Display Message actions Only the Fix it button for a specific problem executes a Display Message action Jumping to a URL The Go to URL action starts the default browser and loads the URL specified in the Argument field In the Problem Diagnosis view the Fix All button does not execute Go to URL actions Only the Fix it button for a specific problem executes the Go to URL action Renaming Files The Rename it action renames a file Unregistering ActiveX Controls The Unregister it action unregisters an Activex control Setting Attribute Values To edit the attributes of a repair rule 1 In the profile tree click Files Registry ActiveX Controls Environment Variables or Shortcuts 2 Click an item a file ActiveX cont
60. lick Add 3 Click User Defined 4 In the Variable Name row click in the Value column and type a name for the variable 5 n the Default Value row click in the Value column and type a value Predefined Variables Predefined variables are variables whose values are supplied by Enterprise Diagnostics when you audit or protect a computer Most of the predefined variables provide computer specific values such as the location of the Windows folder and the name of the computer 33 Predefined System Variables WinDir Windows folder for example c WinNT WinSysDir Windows system folder for example c WinNT system32 SystemDrive Drive where the operating system is installed for example c CommonFiles Windows common files folder for example c Program Files Common Files ComputerName Name of the computer for example KIMA RootDir Boot drive for example c Predefined User profile Variables Common Desktop Location of the shared Desktop folder For example C WinNT Profiles All Users Desktop Common Documents Location of the shared Documents folder For example C Documents and Settings All Users Documents Common Administrative Tools Location of the shared Application Data folder For example C Documents and Settings All Users Administrative Tools Common AppData Location of the shared Application Data folder For example C Documents and Settings All Users Application Dat
61. ll programs that overwrite common DLLs with older versions thereby breaking all applications that depend on functionality found only in the newer version By default Enterprise Diagnostics can detect and fix these types of problems by upgrading the old DLLs However this may break applications that require the older version Windows File Protection Windows 98SE 2000 and XP implement Windows File Protection WFP which prevents applications and install programs from replacing Windows system files Enterprise Diagnostics does not try to repair System files protected by WFP What Can You Do Use change analysis to diagnose versioning problems You can build profiles to collect version information for application or system DLLs and then compare working and non working computers To get a list of the loaded DLLs on a computer select Loaded Modules in the System Resources section of the profile You can also collect a list of DLLs loaded by an application see page 38 For example you may want to compare the version of MFC42 DLL loaded by the application with the version found in the Windows system folder Copy files to the application installation folder On systems without WFP you may want to avoid overwriting system files by customizing the Target Directory repair rule attribute If you set Target Directory to the application installation folder Enterprise Diagnostics copies the file to the target directory instead
62. ls from the MSI package Enterprise Diagnostics needs to scan HKEY CLASSES ROOT e To ignore files OCXs registry entries and shortcuts that are listed in the MSI package but not found on the local computer select the Import items only if found on this computer check box e f necessary type the correct installation folder or click to locate the installation folder e To ignore components based on the install conditions specified in the msi file type the install conditions in the Install conditions to ignore box Use a semi colon to separate each install condition Avoid building large profiles which slow down auditing protecting and change analysis Selecting features allows you to build smaller profiles For example the top level features of Microsoft Office are Word Excel Power Point and so on By selecting features you can create separate profiles for each Office program instead of one large profile for all of Microsoft Office 15 CHAPTER 3 Protecting and Repairing Applications For each top level feature you may also want to create profiles with and without optional features that some users may not install For example you may want a profile for an installation of Microsoft Word without the spell checker so that all the profile items related to the spell checker won t be protected and identified as problems For complicated MSI packages you may need to select shared components as well as the appli ca
63. matches only files with a ini extension Matches a range of characters For example A Za z0 9 matches any alphanumeric character 0 9 matches zero or more digits If the first character is the caret the expression matches any character not in the range For example AB matches any character except A B and the caret itself Y Usedto escape special characters For example matches a period and matches a dollar sign Examples To look for all DLLs in the Windows system folder 1 In the File Name box type the regular expression DLL 2 Inthe Variables list click WinSysDir 3 Click the Include Subfolders check box 4 Click Add with regular expression To look for all files in a specific folder 1 In the File Name box type the regular expression 2 Click Add with regular expression To look for all files that have a DLL extension in the Windows system directory 1 In the Variables list click the WinSysDir variable 2 Inthe File Name box type the regular expression DLL 3 Click Add with regular expression To look for all files that have a DLL extension in the Windows system directory and its subfolders 1 In the Variables list click the WinSysDir variable 2 Click the Include subfolders check box 3 In the File Name box type the regular expression DLL 4 Click Add with regular expression To look for all files that have a DLL e
64. n SQL level and more Database Connection Information Enterprise Diagnostics db can retrieve data from any database table a user has access to read The Database Connection Editor provides three ways to retrieve data from a database By selecting tables Enterprise Diagnostics returns the content of the selected tables By selecting stored procedures Enterprise Diagnostics returns the result of running the stored procedure By specifying an SQL statement Enterprise Diagnostics returns the result of running the SQL statement With Database Connection Information you can add new connections and edit or remove existing connections 44 CHAPTER 5 Collecting Information To add a database connection 1 Inthe Database Connections dialog click Add The Database Connection Editor opens to allow you to create a new Database Connection 2 Inthe Type list click the type of connection 3 For an ODBC connection click Browse and then click the type of DSN User DSN Click a user DSN and click OK System DSN Click a system DSN if any and click OK File DSN In the Look in Drive list click a drive then click a file DSN and click OK SQL Server Enter the names of the SQL server and the database a SQL Server login name ID and password and then click OK You can use variables in any of the fields No DSN Enter a connection string that will open the database For example DRIVER SQL Server SERVER YourServer UID
65. n item does not use a variable then the item cannot be protected e Ifthe application depends on environment variables you must add them by hand Check the Product preferences The product name is used as the profile file name and the product name and version are used to identify the profile in the console tree Collecting Information for Change Analysis If you cannot restore a protected application to working order using automated repairs you may need to perform a change analysis Enterprise Diagnostics can quickly identify changes in system and application configuration that may be the cause of the problem CHAPTER 3 Protecting and Repairing Applications For example you can easily collect configuration information on the operating system system resources such as services running applications and memory and hardware components For details see Chapter 5 Collecting Information on page 31 Protecting Applications Protecting an application on a computer creates an audit and a snapshot The audit represents the configuration of the application on a specific computer at a specific point in time For example the audit specifies the location and version of each file listed in the profile the values of the registry entries along with information on any Activex controls and shortcuts The snapshot is an archive of the files and ActiveX controls at that point in time and is used to restore the application to
66. nt to add 4 Select the files you want to audit To add specific files select the files To add all files whose names match a regular expression type the regular expression in the File Name box 5 f you want to use a variable to locate the files click a variable in the Variables list 37 38 CHAPTER 5 Collecting Information 6 If you selected the files click Add If you typed a regular expression in the File Name box click Add with regular expression If you use a variable or regular expressions you do not have to locate the actual folder containing the files To search subfolders for the files Click the Include Subfolders check box To include files in a profile even if they do not exist on your computer Type the file names in the File Name box To search network drives and CDROMs By default Enterprise Diagnostics searches for files on the local hard drives of a computer If you want Enterprise Diagnostics to also search network or CD ROM drives by default set Include Network Drives and Include CDROMS to True in the Audit Preferences To add DLL dependencies 1 Add a DLL to the profile click it and then click Properties 2 Click the DLL Dependencies tab to browse the hierarchy of DLLs that your application DLL depends on 3 Click Add All to add all the required DLLs to the list at the bottom of the dialog or click Add Selected Item to add just the selected DLL 4 Click OK to add the DL
67. nvironment variable it gets the value for the current process Diagnostics Console So the path to the Enterprise Diagnostics installation directory is added to the start of the PATH variable Fixing Problems Fix it for Files Extracts the file from the snapshot and puts it in the required location Fix it for ActiveX Controls and Self Registered Files If the file is not registered is the wrong version or is missing Enterprise Diagnostics gets the file from the snapshot and registers it If the file is already present on the computer but is just not registered Enterprise Diagnostics registers it Fix it for Shortcuts If a shortcut is broken Enterprise Diagnostics tries to fix it based on the path specified in the condition But if the path does not point to an existing file Enterprise Diagnostics scans the system for the first occurrence of a file with the same name and fixes the shortcut to point to that file Fix it for Registry values If a registry value does not meet the specified condition Enterprise Diagnostics updates the registry entry according to the criteria specified in the condition Enterprise Diagnostics can repair individual registry values only not complete hierarchies Fix it for Environment Variables Fix it updates the value of the environment variables to match the value found when the application was protected Deleting Items Delete it for Registry Keys Enterprise Diagnostics can delete a registry
68. of to the Windows system folder Activate DLL COM Redirection On Windows 98SE 2000 and XP systems you can use DLL COM redirection to force Windows to look first for a DLL or OCX in the folder where the appli cation s exe file is installed To activate DLL COM redirection create a zero byte file named app exe local in your application installation folder 23 Chapter 4 Performing Change Analysis Change analysis is a basic technique for trouble shooting system and application problems It s the process of tracking down configuration changes on a computer With Enterprise Diagnostics you can build profiles to collect application and system configuration information Then you can audit computers and analyze the collected diagnostic data Enterprise Diagnostics automatically compares application or system settings against a baseline at different points in time or on different computers This allows you to quickly identify and correct the changes that caused the problem Manually Building a Profile To manually build a profile you have to decide what information you want to collect For example Do you want to collect information on files Which files DLLs ActiveX controls shortcuts or other types of files Do you want to retrieve copies of files Do you want to check the registry for specific keys and values What kind of system configuration information do you want to collect Installed applications
69. omize By editing the profile before you protect an application you can e Assign priorities to problems so that the highest priority problems appear at the top of the list Change the descriptive text displayed in the console for problems Create self repairing items that automatically repair themselves when problems are found during an audit Replace the generated If Else statements with your own custom rules for detecting problems Note that while the generated rules are computer specific custom rules are generic A generated rule is based on the state of the protected computer For example different computers may have different versions of a file or files may be installed in different locations A custom repair rule is the same for all computers How to Customize To customize the repair rule for an item 1 In the console edit the repair rules for one or more items 2 Save the profile 3 Protect the application Protecting the application again propagates the changes you made to the profile to the protected computers each protected computer has its own copy of the profile CHAPTER 6 Customizing Application Protection Assigning Problem Priorities The Problem Diagnostics view sorts problems by priority with the highest priority problems appearing at the top of the list By default all problems are sorted in this order Files e ActiveX controls Registry keys and values Env
70. omputers domains or groups of computers Users can also change the settings for the agents running on their computers If a user changes the event logging or maintenance options these changes cannot be overwritten by the console Setting the Defaults All new installations of agents and consoles use the same default settings for event logging and the maintenance of audits and snapshots To edit the default settings 1 On the Action menu click Options or click amp on the console toolbar 2 Edit the event logging or maintenance options and click OK Updating All Clients The Event Logging and Maintenance tabs each have an Apply new settings to all Clients check box By selecting the check box on a tab you can apply the changes on that tab to existing agents and consoles Agents receive a notification message of the changes Consoles pick up the changes at their next startup Updating Selected Clients From the console you can set event logging and maintenance options on an computer by computer domain by domain or group by group basis This allows you override the default settings for specific computers To update selected clients 1 In the console tree right click a computer and then click Agent Options 2 Fordomains and groups select one or more or all computers 3 Setthe event logging and maintenance options and click OK Preventing Users From Editing Options By default users can edit th
71. on item status Date 10 18 2002 11 32 4 t audit Computer Software In Progress Job View Allows you to define and schedule audit protect and repair actions You can also use jobs to batch audit protect or repair multiple appli cationS on multiple computers 10 CHAPTER 2 Getting Started Job View ejz H Command Protect T Select Machines LAO Microsoft Windows Network Select Products Computer Services E omputer Settings iv Computer Software LANuti92 v5 2 8 Me De LANuti2 v5 2 NT 2K xP Da McAfee com VirusScan Online 3 2 zl T Always ofile revision This job is not scheduled Scheduler dule Job Results View Allows you to check the results of a job Job Results View ES Pme Protect command run on 10 18 2002 12 11 37 PM Status Problems Machine Application Date Gen NANP Computer Resources 10 18 2002 12 11 e Error NANP Computer Settings 10 18 2002 12 11 Success No NANP Computer Hardware 10 18 2002 12 12 v Success No NANP Computer Services 10 18 2002 12 12 Success No NANP Computer Software 10 18 2002 12 12 Reload View Audit Details Notifications View Allows you to review notifica tions for problems found by jobs while auditing protecting applications or self healing Protect jobs post notifications when they detect missing items such as files and registry keys Audit jobs post notifications when the
72. onents and their properties to audit To customize the WMI information audited you can View the properties and change their values Reload the factory default settings for a category or an object To customize the WMI Components list you can Remove a component or a category from the list Add additional WMI Components for selection Editing WMI Category Properties Display name Caption of the WMI category referred to as a namespace Namespace Specifies the server path of the namespace Editing WMI Component Properties Display name Caption of the WMI component Query Associators If True Enterprise Diagnostics audits all associated WMI objects WMI SQL SQL statement that specifies what information to retrieve You can change the name and the value of the WMI SQL property You can also add new SQL statements for the same object For example to query the NT event log for errors only and separate the result of each query under three different categories Application Errors Security Errors and System Errors 1 Rename the default WMI SQL to Application Errors and modify the SQL statement to SELECT FROM Win32 NTLogEvent WHERE LogFile Application AND Type Error 2 Adda WMI SQL property and rename it to Security Errors Set the WMI SQL statement to SELECT FROM Win32 NTLogEvent WHERE LogFile Security AND Type Error 3 Adda WMI SQL property and rename it to System Errors Set t
73. ould be stored in C Program Files PC Duo Enterprise Diagnostics Data Snapshots WinZip If snapshots are stored on the Support Site they are stored in the Snapshots folder Support Site Snapshots lt domain gt lt app gt See Storing Snapshots on the Support Site on page 62 19 When you audit the protected application Enterprise Diagnostics uses the snapshot profile The repair rules in the profile allow Enterprise Diagnostics to detect and repair potential problems Restoring Applications to Working Order When a user reports a problem with a protected application you can automatically diagnose the problem and fix the application All you have to do is use the application profile to audit the user s computer If any problems are detected during the audit you can fix them by clicking a button Problem Diagnostics for a Protected Application Fix All xUndo Al C 10 15 2002 8 27 44 AM recommended bd s Problem HKEY_CURRENT_USER Software Nico Mak ma g Computing WinZip WinZip IBS item not found _ Fixit w e Problem C Program Files WinZip WZQKPICK EXE item not found Snapshot used for repair e Problem C Documents and Settings All Users WINNTP Start Menu Programs WinZip Help Fix it Manual Ink item not found To diagnose and fix a problem 1 Inthe console tree right click a protected appli cation and then click Audit 2 When the audit is finished
74. pplications dialog box click an application and click OK Enterprise Diagnostics starts the application audits your computer and generates the profile 5 Save the profile In the toolbar click Save Profile amp IP PC Duo Enterprise Diagnostics action view e i 2 Tree D PC Duo Enterprise Diagnostics n Ez Profiles FH Private Product BG Pubie O E E Audit Preferences Protecting To protect an application 1 In the console tree right click My Computer and click Protect In the Select Application dialog box double click the application profile you just created After the application is protected a snapshot and an audit are added under the computer in the console tree Diagnosing and Repairing You can now diagnose and repair problems To test this open the application installation folder and rename one of the files for example the main executable Diagnose the problem and repair the application 1 In the console tree right click My Computer and then click Audit In the Select Application dialog box double click the protected application to start the audit When the audit is finished expand the audit and click Problems were detected The Details View displays a list of the problems detected during the audit Note that if you renamed an executable the shortcuts may also be broken Click Fix All to fix the problems and restore the application to working order Enterprise D
75. program automatically gets the required Diagnostics db licenses installation of the Diagnostics Agent Use setup exe to launch the silent install s hides all InstallShield dialogs q runs the Windows Installer in silent mode Use the Windows installer msiexec exe a silent installation using msiexec exe Set shell CreateObject WScript Shell c msi log SILENT AGENT INSTALLS Silent installations run with no user intervention There are two ways to launch a silent server supportsite setup agent setup exe s V q I v N c Nmsi logN msiexec i NNserverNsupportsiteNsetupNPC Duo Diagnostics msi MQINSTALLOPTIONS AGENT I v c msi log You can use MS DOS batch files Windows CMD files or the Windows Scripting Host and a Visual Basic Script VBS file to automate a silent installation For example the following VBS file launches Shell Run msiexec i NNserverNsupportsiteNsetupNPC Duo Diagnostics msi MQINSTALLOPTIONS AGENT I v 4 CHAPTER 1 Deploying Enterprise Diagnostics Chapter 2 Getting Started Understanding Enterprise Diagnostics Enterprise Diagnostics allows you to protect and restore applications by taking snapshots of the applications on your networked PCs From small utilities to business critical applications you can protect any number of applications across your entire network Enterprise Diagnostics also provides change analysis capabilities to help determine root causes By
76. r you can limit the number of audits and snapshots Enterprise Diagnostics will automati cally delete the oldest audits and snapshots when necessary For example the snapshot for an application such as Microsoft Outlook is around 35MB You probably don t want to keep an unlimited number of such snapshots particularly if you use jobs to take snapshots at regular intervals While audits are much smaller than snapshots you still may want to limit the number of audit reports saved in the Support Site However if you want to keep a baseline audit of a system to use for change analysis don t set a limit on the number of audits If you set a limit your baseline audit will be deleted once the limit is reached to make room for the new audit To limit the number of audits and snapshots 1 On the Action menu click Options or click E on the console toolbar 2 Click the Maintenance tab 3 Tolimitthe number of snapshots click the Limit number of snapshots to check box and type a number in the box 4 To limit the number of audits click the Limit number of audits to check box and type a number in the box Storing Snapshots on the Support Site By default snapshots are stored on the local computer the computer where the agent is running Each agent can change this so that snapshots are stored in the Support Site instead The Store snapshots in the Support Site option moves existing snapshots from the local computer to th
77. rations such as application protection and repair on remote computers The Support Site is initially configured during installation but you can edit the configuration later For example you may want to move the Support Site or use a different Support Site When you edit the Support Site configuration the changes apply to all agents and consoles Agents are sent a notification message of the changes and consoles pick up the changes the next time they start up If for some reason an agent or console does not pick up the changes the changes can be manually applied To edit the Support Site configuration in a console 1 Inthe console tree click PC Duo Enterprise Diagnostics 2 On the Action menu click SupportSite Configuration To edit the Support Site configuration on a remote computer In the system tray of the Windows task bar right click the agent icon and click SupportSite Configu ration Agent icon in the system tray al wed 6 24 PM Moving the Support Site When you change the location of the Support Site all agents and consoles are automatically notified If the notifications fail and the consoles cannot automatically update their Support Site settings they can do it manually through the Options dialog box You can also move the data in your Support Site to another Support Site To move Support Site data to another Support Site 1 In the console tree click PC Duo Enterprise Diagnostics
78. re folder structure of the copied file under the Support Site For example if you copy the file c Program Files App file ext then Enterprise Diagnostics creates this folder structure C Program Files PC Duo Enterprise DiagnosticsNSupportSiteN c Program Files App file ext If you copy a file with a path name of over 200 characters Enterprise Diagnostics cannot create the folder because the path is too long In Windows the length of a path name cannot exceed 260 characters Possible workarounds 1 include the file in the audit report instead of attaching it 2 make the audit report a private audit report and save the file in the root folder of your drive for example CV This reduces the path name by over 55 characters Auditing with Windows Management Instrumentation Windows Management Instrumentation WMI is the Microsoft implementation of Web Based Enterprise Management WBEM which is an industry initiative to develop a standard technology for accessing management information Such management information includes information on the state of system memory networks devices and other information on client status WMI offers a powerful set of base services that include query based information retrieval and event notification WMI is supported on Windows 2000 XP and Me and available as an optional install for Windows 95 OSR 2 98 and NT4 SP5 WMI Components An application profile can specify a list of WMI comp
79. red in an INI file e Predefined variables that are automatically expanded by Enterprise Diagnostics Environment variables such as Path and TEMP User defined variables which act like constants in a profile Using a Variable to Specify the Location of a File Include information for these files S Otfice Office NWINWORD EXE Offic a Dn caa sorc BELL Be Offi i orig Look in Ga Profes Taa w s Adobe Acrobat 4 05 trp Offic Computer Hardware trp Offic Offic aa LANuti faq LANuti McAfer Computer Services trp ia Micros a 5 Computer Resources trp amp amp amp amp amp amp B Hs Computer Settings trp ud Offic Computer Software trp Micros Offic Offic 4 gt Offic Olfic File name Dfficel OSWINWORD EXE Add Offic site Fiesotiype Fist O Came ia us Variables Office Add with regular expression Otfic SiOffic I Include subfolders P To reference a variable you type an expression of the form Variable Name where Variable Name is the name you gave to the variable when you defined it 32 CHAPTER 5 Collecting Information To reference an environment variable enclose it in and For example TEMP You can use variables with the following items File names of files shortcuts ActiveX controls and files to copy to specify computer specific paths Definitions of variables You
80. rol shortcut environment variable or registry entry 3 Click Self Repair and click Build Condition 4 In the Attributes list click in the Value field to edit the attribute value Auto Execute Action f True Enterprise Diagnostics automatically executes the specified repair action Description Text displayed between the problem title and the details section in the Problem Diagnosis view Enable Self Repair If True Enterprise Diagnostics applies the repair rule If False the rule is disabled When you protect an application this attribute is set to True in the snapshot copy of the profile 51 Locked If True the conditions are not updated when you protect the application By default all repair rule conditions are regenerated when you protect the application If you lock a repair rule that has no conditions the file is not put in the snapshot Problem Priority By default Enterprise Diagnostics sorts problems by priority with the highest priority problems appearing at the top of the list Lower numbers indicate higher priority Self Repair Package Specifies the zip file that contains the files used to repair the problem You could use this attribute to keep a single copy of a file in a central location Setting this attribute forces Enterprise Diagnostics to use the specified file archive instead of the snapshot Repair Scope Specifies whether to repair just the current registry key or to also repair the keys
81. ry ActiveX Controls Environment Variables or Shortcuts 2 Click an item a file ActiveX control shortcut environment variable or registry entry 3 Click Self Repair and click Build Condition Locking Customized Repair Rules If you customize any repair rule conditions you must lock the repair rules so the conditions are not replaced with generated rules when you protect the application You don t have to lock a rule when you set rule attributes When you lock a rule you must set Enable Self Repair and Target Directory attributes yourself Defining Conditions A condition is one or more expressions joined by And or Or Each expression tests the value of an object property For example Audit Status Found AND Size bytes 987 136 To define a condition 1 Click Add 2 Click in the Property box and select a property The Property box lists the properties that can be used to build a condition Use the Audit Status property to test whether an item was found during the audit 3 Click in the Test box and select a logical test 4 Click in the Value box 50 CHAPTER 6 Customizing Application Protection The value you enter here is compared against the value in an audit report Click 9 in the Get column to get the current value of a property To test environment variables like PATH Use the Contains test operator instead of the operator When Enterprise Diagnostics gets the current value of the PATH e
82. s you can move on to self healing Repair Jobs You can use repair jobs to automatically find and repair problems Repair jobs run an audit and then automatically fix any problems found during the audit You can schedule repair jobs or run them whenever necessary After a repair job is finished you can review the job results and the problems that were fixed To review the results of a repair job 1 Inthe console tree expand the repair job node and click on a job Ej Jobs HER AuditComputer BBA ProtectJob SB RepairWinzip E 11 12 2002 10 45 37 Al ca 11 12 2002 11 1 y 2 Review the job status displayed in the Details view ER Repair winzip Repair command run on 11 12 2002 11 10 32 AM Status Problems Machine ication Date v Success Yes N NP WinZip 8 0 3105 11 12 2002 The Problems column indicates whether the repair job found any problems when it audited the computers 3 Toview the audit and the problems click the job status and then click View Audit at the bottom of the page Audits Repair jobs try to fix all the problems they detect If you want to fix selected problems only you can customize the profile so that only selected items are automatically repaired when you audit Problems with other items must be fixed manually from the console 21 To automatically fix selected items during an audit 1 In the console tree click a profile 2 Find the items you want to a
83. stics Agent must be installed on every computer where you want to protect or audit appli cations To install the agent manually 1 Connect to the Support Site shared folder 2 Run the setup program in Setup Agent 3 If you want to diagnose ODBC database problems Diagnostics db must be installed on each computer The Setup program automati cally gets the required Diagnostics db licenses To configure the agent on a computer with no console right click the agent icon in the system tray the area to the right of the taskbar and click Options Agent icon in the system tray wl ed 6 24 PM Access to the agent options can be disabled See Preventing Users From Editing Options on page 61 You can also install the Diagnostics Agent across the network using LANdeploy If you use this method you must use the Diagnostics Agent Package Definition and you must also specify the UNC path of the Offline Area as the location of the installable kit You do not need to specify the location of the SupportSite subfolder This location is included in the Diagnostics package definition Installing Additional Consoles You can install any number of additional consoles but each copy requires a separate license To install additional consoles 1 Connect to the Support Site shared folder 2 Run the setup program in Setup Console 3 If you want to diagnose ODBC database problems install the Diagnostics db product The Setup
84. t Collects configuration and diagnostic infor mation from a computer Automatically detects problems with protected applications Protect Takes a snapshot of an application Remote Control Connects to a remote computer and takes control of the display and keyboard Uses PC Duo Remote Control Agent Options Configures the agent program running on a remote computer SupportSite Configuration Configures the Support Site This action is available only for the PC Duo Enterprise Diagnostics node in the console tree Options Sets options that apply to all agents and consoles If the Action menu contains only the Help command click in the console tree and open the Action menu again The Action menu uses the console tree to determine what to do For example if you select a computer in the console tree then the actions apply to that computer If the console tree does not provide enough information for the action then the console prompts you for the missing information by opening Select Machines and Select Application dialog boxes For example you can protect an application in any of the following ways Right click a computer click Protect and then select an application in the Select Applications dialog box Right click a profile click Protect then select one or computers in the Select Machines dialog box Right click a protected application to specify the computer and the application and then click Protect
85. t Machines box select the computers domains networks or PC Duo Enterprise groups you want to audit 5 n the Select Products box select the check boxes for the products you want to audit 6 Inthe Job view toolbar click e to save the job 7 Inthe Job view toolbar click to run the job You can limit the maximum number of audit reports saved for each application When the limit is exceeded the oldest audit is deleted To set the limit on the Action menu click Options and then click the Maintenance tab If the audit request seems to be taking a long time to finish check the Requests If the audit request is listed as pending it means that the Diagnostics Agent running on the target computer never picked up the request 25 Adding Audit Reports to Diagnostics Console The Audit Reports node in the console tree provides a general purpose storage area for audit reports Tree ID PC Duo Enterprise Diagnostics ea Profiles EH g My Computer Ba Entire Network H Jobs S E Audit Reports H Private Ei 5 Public i Office 2000 Outlook zip gt Readme Online Resources To add an audit report to the console tree 1 Inthe console tree right click Audit Reports and click Open File Locate the audit report zip or tra you want to open and double click it 2 Click Yes to add the audit report to the public audit reports or click No to add the audit report as a private report Public audit repor
86. tion For example to build a profile for Microsoft Outlook you may need to select shared Office Tools components such as the Spell Checker Otherwise you won t be able to diagnose spell checker related problems with Outlook When you import an MSI file the self registered DLLs are not listed in the ActiveX Controls section of the profile Instead the Registry section includes all the registry entries required by the DLLs MSI Files and Self Registered DLLs When you import an MSI file the self registered DLLs are not listed in the ActiveX Controls section of the profile Instead the Registry section includes all the registry entries required by the DLLs Importing Install Packages If you have the source for an install package you can use it to build a profile Enterprise Diagnostics can automatically import items from the following common install packages Install Package What you can import InstallShield 5 x 6 x Files Self registered InstallShield 5 x 6 x Log files Registry keys File Shortcuts Wise Installer InstallShield Express Files Self registered files Registry keys Visual Basic Project vbp Files Self registered files To import an install package 1 In the console tree right click Profiles click New and then click Profile This creates a public profile a profile that is available to all users running a Diagnostics Console To create a private profile expand
87. ts are stored in the Support Site in server SupportSite AuditReports and are available to all users running a copy of Diagnostics Console Private audit reports are stored outside of the SupportSite AuditReports folder for example on your local hard disk You can add public audit reports by copying tra or zip files to the SupportSite AuditReports folder You may need to refresh the console tree right click Public and then click Refresh CHAPTER 4 Performing Change Analysis Viewing Audit Reports Audit Report action vew e gt Om X zl amp a 3 8 amp 3 Tree TY DG J id Ba Tc ID PC Duo Enterprise Diagnostics Ea Profiles El NANP Winzip 8 0 3105 10 22 2002 11 55 37 AM ag My Computer D Produa 5 Protected Applications Operating System E X Adobe Acrobat 4 05 System Resources Computer Hardware pipi E Computer Services e gy Registry amp amp Computer Software te df Fies BE Microsoft Office 2000 Professior i amp f Shortcuts W E Microsoft Office 2000 Professior d Variables E S Winzip 8 0 3105 Eh Audits a H E 10 22 2002 H E 10 22 2002 12 41 38 Ph To view an audit report 1 In the console tree expand a computer then expand Protected Applications and expand an application Tree D PC Duo Enterprise Diagnostics Gv Profiles Eg My Computer S Protected Applications 5 Winzip 8 0 3105 Eh Audits a m 10 22 2002 1 m 10 22 2002 12
88. ustomizing Remote Control 63 Configuring Notifications 63 Appendix A Audit Preferences ii etr db EE PORRO 65 Audit Preferences 65 Security Preferences 66 Self Repair Preferences 66 Product Information 66 IA oes ge vua RU Ee dusk dett oct Net tens 67 Chapter 1 Deploying Enterprise Diagnostics Enterprise Diagnostics Components Enterprise Diagnostics consists of a central administrative console agents that run on remote computers and a shared data folder called the Support Site Diagnostics Console You use the console to profile protect and audit applications and to diagnose and fix problems The console is a Microsoft Management Console MMC snap in that you can start from the PC Duo Enterprise Console or run as a standalone appli cation MMC is a feature of the Windows 2000 NT and XP operating systems but MMC can also run on the Windows 95 98 and Me operating systems You can add the Diagnostics Console snap in to other MMC consoles Diagnostics Agents Agents are installed on each computer on the network and are responsible for auditing and protecting the computers Support Site Support Site is a shared folder that has the following functionality tenables peer to peer communication bet
89. uter The local computer Entire Network Provides access to all computers on the network Groups Fixed and dynamic groups of computers defined in the PC Duo Enterprise console Protected Applications All audits and snapshots are stored under Protected Applications Audits An audit is the configuration information and diagnostic data collected from a computer An audit report is created whenever you audit or protect an application Audit reports are stored in the Support Site If Enterprise Diagnostics detects potential problems during an audit a Problems were detected node appears under the audit report Snapshots A snapshot is an archive of the appli cation files listed in the profile A snapshot is created when you protect an application By default snapshots are stored on the local computer but you can move them to the Support Site Requests Requests are audit and protect commands repair jobs are listed as audit commands Pending requests are waiting to be picked up by agents In Progress requests are being processed by the agents A job request must finish before any another request is processed while requests from the Action menu in the console are processed independently in separate threads While a job request is In Progress all requests from consoles are Pending Jobs Jobs are audit protect and repair commands that are scheduled to run at specific times Notifications Notifications are posted when a job
90. utomatically repair for example in the profile tree click Files and then click a file 3 Setthe Auto Execute Action attribute to True To edit repair rule attributes click Self Repair and then click Build Condition 4 Save the profile and protect the application Each time you audit the items will be automatically repaired if necessary Handling Versioning Problems Sometimes fixing a problem with one application can break another application This usually happens because the two applications depend on incompatible versions of a common DLL or VBX or OCX This type of situation is commonly referred to as DLL Hell Problems Caused By Newer DLLs Suppose App A needs a more recent version of a common DLL but App B needs an older version because a side effect of the newer DLL breaks App B When a user installs App A the install program installs the newer version of the common DLL thereby breaking App B By default Enterprise Diagnostics never overwrites DLLs or OCXs or VBXs with older versions So Enterprise Diagnostics does not detect this type of problem for App B 22 CHAPTER 3 Protecting and Repairing Applications However if you fix the problem with App B then Enterprise Diagnostics will detect a problem for App A which requires the more recent DLL When Enterprise Diagnostics fixes the problem with App A App B will break Problems Caused By Older DLLs Another cause of DLL Hell problems are insta
91. val of applications A package MSI file stores information regarding the appli cation setup and installations and is distributed to end users Generating a profile from an MSI file is more reliable than reverse engineering an existing installation of the application Whenever an appli cation uses Windows Installer you should use its MSI file to create its profile To import an MSI package 1 Inthe console tree right click Profiles click New and then click Profile This creates a public profile a profile that is available to all users running a Diagnostics Console To create a private profile expand Profiles right click Private click New and then click Profile 2 In the profile toolbar click Auto Profile P2 3 Click MSI Enterprise Diagnostics displays a list of the MSI packages found on your system in the Installer subfolder of your Windows System folder for example C WinNT Installer 4 f you don t see the package you want click Browse to locate it MSI files typically have unfriendly names such as 4499fdf MSI To find the MSI file you want point to the file until the tooltip appears or add the Title column to the Details view of the dialog right click a column header click More and select the Title check box 5 Click a package and click OK 6 Select the features you want to import into the profile and click OK 7 f necessary set the advanced MSI import options To import ActiveX contro
92. view the notifications you can delete them from the Notifications view To delete a notification Click the notification and then click 2X in the console toolbar Scheduling Jobs You can schedule a job to run daily weekly or monthly and change the schedule for a task To schedule a job 1 If the job you want to schedule is not already open expand Jobs in the console tree and click the job you want to schedule 2 In the Job view click Scheduler To remove the schedule for a job 1 If the job you want to schedule is not already open expand Jobs in the console tree and click the job you want to schedule 2 Inthe Job view click Remove Schedule Unscheduled jobs are represented by e and scheduled jobs by 3 A protected computer has its own copy of the profile which is stored with the snapshot If the console version of the profile is more recent then Always use latest profile revision determines which profile an Audit command uses To Do this Use the most recent version of the profile Select the Always use latest profile revision check box Use the version of the profile stored with the snapshot Click to clear the Always use latest profile revision check box 55 56 CHAPTER 7 Scheduling Jobs Chapter 8 Requests Working with Requests Requests are audit and protect commands sent by a console to an agent When an agent finishes a request the agent sends back a r
93. ween the consoles and agents e tstores the public profiles all audit reports and the licensing information tincludes the setup programs for consoles and agents After the first console is installed and configured all other copies of the console are installed from Support Site Setting Up Enterprise Diagnostics Setting up Enterprise Diagnostics involves installing at least one copy of the Diagnostics Console and a copy of Diagnostics Agent on each computer where you want to protect applications or collect diagnostics To set up Enterprise Diagnostics on your network 1 Install a copy of Enterprise Diagnostics from the CD In addition to installing a copy of Diagnostics Console and Diagnostics Agent the Setup program allows you to Setup the Support Site the shared folder used by all agents and consoles Setthe event logging options 2 Install Diagnostics Agent on all computers 3 Install additional copies of Diagnostics Console as required CHAPTER 1 Deploying Enterprise Diagnostics Installing Enterprise Diagnostics You can install a copy of Enterprise Diagnostics from the CD After you install Enterprise Diagnostics the Setup program allows you to set options shared by all agents and consoles such as the Support Site location and event logging options By default the Setup program installs all features in a default location To select the features to install or to select a different location
94. xes problems Self healing can also be applied on request you can run audits that automatically fix problems instead of simply reporting them back to you About Self Healing When you use self healing to automatically fix problems you can easily review the problems that were fixed Self healing repair jobs post notifica tions to the console so you can see at a glance the results of scheduled repair jobs For more details you can review the job results which include a link to the audit report This makes it easy to get to the problem diagnostics associated with the audit Note that unlike fixes applied interactively from the console self healing fixes cannot be automatically undone So if you want to undo a fix you must undo it manually You may want to use self healing only on computers with relatively unchanging configura tions and only after you are satisfied that the same fixes work when you apply them interactively through the console Computers with unchanging configurations are unlikely to experience DLL versioning problems where fixing one application breaks another In contrast computers where users are constantly installing new software especially beta and test versions of operating systems or development environments are more likely to experience DLL versioning problems See Handling Versioning Problems on page 21 When you are satisfied that you won t have to undo fixes applied by Enterprise Diagnostic
95. xt difference and to display the previous difference 28 CHAPTER 4 Performing Change Analysis Deleting Items As you go through the differences between the reference and audit reports you can delete items from the audit report as you eliminate possible causes To delete an item right click the item and then click Delete Until you save the audit report you are only deleting items from the display When you are finished you can either save or discard your changes To save the audit report click e and then click Save Audit To discard your changes click another node in the console tree and then click Yes Filtering Audit Reports Filtering allows you to filter out irrelevant differ ences when comparing audit reports Use filters to reduce the number of differences displayed when you view differences only To filter out differences 1 In the Details view toolbar click Options amp 2 In the Filters tab clear the check boxes for the audit items you want to filter out 3 Select when to apply the filter When viewing differences only or all items click Always e When viewing differences only but not when viewing all items click When viewing Differ ences Only To disable filtering click Never on the Filters tab Enterprise Diagnostics saves the filter settings so each time you compare two audit reports the same items are filtered out Filtered items are never highlighted when they are dif
96. xtension in a subfolder of the Windows system directory 1 In the Variables list click the WinSysDir variable 2 Inthe File Name box type the regular expression aSubFolderName DLL 3 Click Add with regular expression System Resources Enterprise Diagnostics can collect a wide variety of information about the configuration of a computer System resource information including displays drives installed applications NT services printers startup applications loaded modules central processor running applica tions memory and RAM Operating system information such as interna tional settings keyboard time zone infor mation and Windows system information Hardware information about components such as CD ROM drives disks displays hard drive controllers monitors ports and system boards To collect system resource information 1 In the profile tree click System Resources 2 Select the check boxes for the information you want to collect Clear the check boxes for infor mation you don t want to collect To select just one or two check boxes under Operating System or System Resources clear the top level check box This clears all check boxes so you can then select the check boxes you want By default the Network Neighborhood check box under System Resources is cleared Do not select this check box for large networks because auditing networks can take a long time The system resourc
97. y detect problems Self healing repair jobs post notifications when they fix problems Notification View Date Notification Machine Application Source 8 11 20 2002 8 48 5 Missing items while protecting application NANP 8 11 20 2002 8 52 3 Missing items while protecting application NANP 8 11 20 2002 8 53 4 Missing items while protecting application NANP WinZip Origi Conso WinZip Origi Conso WinZip Origi Jobs QuickStart This section walks you through the processes of profiling and protecting an application and then fixing it when something goes wrong Profiling To profile an application 1l Inthe Action menu click New and then click Profile You can also create a new profile by clicking New Profile zi in the console toolbar DP PC Duo Enterprise Diagnostics D PC Duo Enterprise Diagnostics Gg Profiles H E Private S E Public E Adaba amp e b t 4 n zi MNANPISupportSitelProfiles 15 Product B E Audit Preferences 2 In the profile toolbar click Auto Profile P2 IP PC Duo Enterprise Diagnostics Action View li e lalm Tree D PC Duo Enterprise Diagnostics E Profiles H E Private EHE Public E adha c r NE Product B Audit Preferences 3 In the Auto Profile dialog box click Application Enterprise Diagnostics displays a list of applica tions found on your computer 4 Inthe Installed A

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