The first thing you’ll probably want to do in preparation for your callback is gather up any relevant information and log files so that you’ll have them handy when you speak with a Support Engineer. The exact data we’ll want to review can vary significantly depending on the issue so for the sake of this document we’ll err on the side of gathering too much data rather than too little.
Automatically fixing a common issue:
Distribution Manager in System Center Configuration Manager 2007 Service Pack 1 may require several hours after startup before it begins to process packages
Assuming the link above does not address your issue, we'll next want to start gather some basic information.
If you wish to send any of this data to the support engineer handling your case, please address any email to firstname.lastname@example.org. The files must be in .ZIP format, and the Subject line must include your case number. An example of proper case number formatting is: REG: 133322255555599. The REG: must be included.
To collect an MPS Report, visit this page and download MPSRPT_SETUPPerf.EXE. You’ll probably want to run this on all of the affected systems but if you’re unsure then usually the Management Point and an affected client (if any) are a good place to start. Once you have the tool downloaded and copied to the systems you wish to run it on, simply follow the steps below:
1. Ensure you are logged on with Administrator privileges.
2. Depending on your OS, launch the reporting tool as detailed below:
3. Please allow the report creation process to run for a few minutes as several configuration report files will be generated.
4. When data collection is complete, the report files will be compressed into a .cab file under the %systemroot%\MPSReports\Setup\<Report Type>\Cab directory called something like %COMPUTERNAME%_MPSReports.CAB. This CAB file is what we’ll probably need to see.
It will probably be helpful to go ahead and collect the relevant log files from your systems. You can zip them all up together as long as it’s still easy to figure out which one is which. What log files you ultimately collect will depend on your exact issue but here’s a general overview of the ones we’ll be most interested in:
Client Log Files
The Configuration Manager 2007 client logs are located in one of the following locations:
Site Server Log Files
Most Configuration Manager 2007 site server log files are located in the <InstallationPath>\LOGS folder. Because Configuration Manager 2007 relies heavily on Microsoft Internet Information Services (IIS), you can review the IIS log file for additional errors that relate to client access to the IIS server. The IIS log file is located in the %Windir%\System32\logfiles\W3SVC1 folder on the IIS server.
Admin UI Log Files
The Admin UI log files are located in <InstallationPath>\AdminUI\.
Management Point Log Files
If management points are installed in the site hierarchy, management point log files are stored in the SMS_CCM\LOGS folder on the management point computer. Collect all the files that start with MP* in the SMS_CCM\LOGS and the <InstallationPath>\LOGS folder along with a current days IIS log. IIS logs are created by default on a daily basis and are stored in %windir%\system32\LogFiles\W3SVC1.
Mobile Device Management Log Files
If mobile device management is enabled in the site hierarchy, mobile device management point log files are generally stored in the <ConfigMgrInstallPath>\LOGS folder on the mobile device management point computer.
For the locations of log files on managed mobile devices and on computers that are used to deploy the mobile device client, see How to Configure Logging for Windows Mobile and Windows CE Devices.
Network Access Protection Log Files
By default, client log files related to Network Access Protection are found in %windir%\CCM\Logs. For client computers that are also management points, the log files are found in %ProgramFiles%\SMS_CCM\Logs.
Operating System Deployment Log Files
Log file location:
· If task sequence completes when running in the full operating system with a Configuration Manager 2007 client installed on the computer: <CCM Install Dir>\logs
· If task sequence completes when running in the full operating system with no Configuration Manager 2007 client installed on the computer: %temp%\SMSTSLOG
· If task sequence completes when running in WindowsPE: <largest fixed partition>\SMSTSLOG
Desired Configuration Management Log Files
By default, the Configuration Manager 2007 client computer log files are found in %windir%\System32\CCM\Logs or in %windir%\SysWOW64\CCM\Logs. For client computers that are also management points, the client log files are located in the SMS_CCM\Logs folder.
Wake On LAN Log Files
The Configuration Manager 2007 site server log files related to Wake On LAN are located in the folder <ConfigMgrInstallationPath>\Logs on the site server. There are no client-side log files for Wake On LAN.
Software Updates Site Server Log Files
The Configuration Manager 2007 site server log files are found, by default, in <InstallationPath>\Logs.
WSUS Server Log Files
By default, the log files for WSUS running on the software update point site system role are found in %ProgramFiles%\Update Services\LogFiles.
Software Updates Client Computer Log Files
By default, the Configuration Manager 2007 client computer log files are found in %windir%\CCM\Logs. For client computers that are also management points, the log files are found in %ProgramFiles%\SMS_CCM\Logs.
Windows Update Agent Log File
By default, the Windows Update Agent log file is found on the Configuration Manager Client computer in %windir%.
Note: For a complete description of each of these log files see http://technet.microsoft.com/en-us/library/bb892800.aspx.
When you’re troubleshooting a problem with Systems Management Server or Configuration Manager 2007, chances are you’re not the first person to encounter your particular issue. With that in mind, the next thing you’ll want to do is a quick search of our Knowledge Base, our blog sites and our forums to see if anyone has already posted the resolution:
If you’re getting an error message, include parts of the exact error text in your search. The exact error message is incredibly important so don’t summarize it when searching or asking for help. Including the exact error message can mean the difference between quickly finding your answer and searching in vain.
Still can’t find anything on your issue? If that’s the case then the next step is to check the prerequisites and troubleshooting information for the particular task you’re trying to complete:
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