The SMS/ConfigMgr Callback Resource Site

Data collection for Configuration Manager 2007 and SMS 2003

J.C. Hornbeck — Wed, 28 Jul 2010 18:29:00 GMT

For System Center Configuration Manager 2007 (ConfigMgr 2007) and Systems Management Server 2003 (SMS 2003), 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.

If you're able to collect this information and send it to us prior to the initial callback it will give the engineer time to review your data in advance so we can hit the ground running on that first call. If you wish to send any of this data to the support engineer handling your case, please address any email to casemail@microsoft.com. 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.

Updated 1/27/2011 - See #3 below

1. Collect an MPS Report

To collect an MPS Report, visit this page and download the version appropriate for your operating system. You may 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, all you need to do is make sure you’re logged on as an admin and execute it, then follow the prompts. When in doubt select all options – it’s better to collect too much data than not enough.

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 want to see.

Note: The MPS Reporting utility can take from 3 to 15 minutes to complete. You can run this at any time and resource utilization will be minimal.

2. Collect your log files

It will probably be helpful to go ahead and collect the relevant log files from your systems now so we don’t have to spend time gathering them later. You can zip them all up together as long as it’s still easy to figure out which one is which. What log files we will ultimately need depends 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:

On computers that serve as management points, the client logs are located in the SMS_CCM\Logs folder.
On all other computers, the client log files are located in the %Windir%\System32\CCM\Logs (32-bit systems) or %Windir%\SysWOW64\CCM\Logs (64-bit systems).

Site Server/Management Point Log Files

Most Configuration Manager site server log files are located in the <InstallationPath>\LOGS folder. For the sake of convenience you can simply ZIP up the entire folder and send that to us. It’s probably more than we need but it’s quick and easy and we’re sure to have what we need.

IIS Log Files

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\.

3. Check any error codes

When looking through the logs files and the console, many times you'll find an error code associated with your issue that will help greatly in determing the cause as well as the solution. You can use the links below to get more information on various Configuration Manager 2007 error codes. Once you find the error code and description, a search on those terms will often times turn up known and documented resolutions.

Custom Error Codes for Configuration Manager 2007 - http://technet.microsoft.com/en-us/library/bb632794.aspx

How to obtain error code descriptions in System Center Configuration Manager 2007 reports - http://support.microsoft.com/kb/944375

Optional: Additional issue specific log files

Operating System Deployment Log Files (if issue is OSD related)

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

WSUS Server Log Files (if issue is update related)

By default, the log files for WSUS running on the software update point site system role are found in %ProgramFiles%\Update Services\LogFiles.

Windows Update Agent Log File (if issue is updated related)

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.

For troubleshooting information, known issues and a list of great resources see the following link:

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Troubleshooting, Known Issues and General Resources

J.C. Hornbeck — Wed, 28 Jul 2010 18:20:44 GMT

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 first 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:

Search the Microsoft Knowledge Base for Configuration Manager KB articles
Search the Configuration Manager support team blog
Search the Configuration Manager product team blog
Search the archived SMSandMOM blog
Search our existing TechNet forums or ask a question of your own

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 or approximate 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.

Prerequisites and Troubleshooting

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:

I’m trying to setup, upgrade or configure a site

Prerequisites and supported configurations

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to install clients

Prerequisites:

Prerequisites for Configuration Manager Client Deployment

Troubleshooting:

Common issues:

Planning, Deployment and Configuration:

I’m trying to manage collections

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to deploy software updates

Prerequisites:

Prerequisites for Software Updates

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to use packages and advertisements to deploy software

Prerequisites:

Prerequisites for Software Distribution

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to work with the admin console

I’m trying to use Operating System Deployment (OSD)

Prerequisites:

Prerequisites for Operating System Deployment

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to use Reporting

Prerequisites:

Prerequisites for Reporting

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to Discover a resource

Common Issues:

Common Discovery Issues

Troubleshooting:

Planning, Deployment and Configuration:

Troubleshooting Asset Intelligence

Troubleshooting Software Metering

Troubleshooting Desired Configuration Management

Troubleshooting Mobile Device Management

Troubleshooting Network Access Protection

Troubleshooting Inventory

Troubleshooting Wake On LAN

Troubleshooting Out of Band Management

Additional Resources

The Configuration Manager technical documentation library

We left no stone unturned so chances are good your topic is covered somewhere in here. I’d list each topic out but there are so many it would take many pages just to do it. Instead, here’s a simple screenshot of some of the main headings:

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System Center Configuration Manager/SMS

J.C. Hornbeck — Tue, 24 Mar 2009 19:02:00 GMT

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.

Gathering Data

If you wish to send any of this data to the support engineer handling your case, please address any email to casemail@microsoft.com. 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.

Collect an MPS Report

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:

Windows 2000, XP, 2003: Double click to start the report creation.
Windows Vista: Right click MPSRPT_SETUPPerf.EXE and choose "Run as administrator"

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.

Note: The MPS Reporting utility will take anywhere from 3 to 15 minutes to complete, can be run at any time and will utilize minimal processor time.

Collect your log files

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:

On computers that serve as management points, the client logs are located in the SMS_CCM\Logs folder.
On all other computers, the client log files are located in the %Windir%\System32\CCM\Logs folder or the %Windir%\SysWOW64\CCM\Logs.

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.

Mobile Device Management Client Logs

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.

Checking for Known Issues

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:

Search the Microsoft Knowledge Base for Configuration Manager KB articles
Search the Configuration Manager support team blog
Search the Configuration Manager product team blog
Search the archived SMSandMOM blog
Search our existing TechNet forums or ask a question of your own

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.

Prerequisites and Troubleshooting

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:

I’m trying to setup, upgrade or configure a site

Prerequisites and supported configurations

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to install clients

Prerequisites:

Prerequisites for Configuration Manager Client Deployment

Troubleshooting:

Common issues:

Planning, Deployment and Configuration:

I’m trying to manage collections

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to deploy software updates

Prerequisites:

Prerequisites for Software Updates

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to use packages and advertisements to deploy software

Prerequisites:

Prerequisites for Software Distribution

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to work with the admin console

I’m trying to use Operating System Deployment (OSD)

Prerequisites:

Prerequisites for Operating System Deployment

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to use Reporting

Prerequisites:

Prerequisites for Reporting

Troubleshooting:

Planning, Deployment and Configuration:

I’m trying to Discover a resource

Common Issues:

Common Discovery Issues

Troubleshooting:

Planning, Deployment and Configuration:

Troubleshooting Asset Intelligence

Troubleshooting Software Metering

Troubleshooting Desired Configuration Management

Troubleshooting Mobile Device Management

Troubleshooting Network Access Protection

Troubleshooting Inventory

Troubleshooting Wake On LAN

Troubleshooting Out of Band Management

Additional Resources

Need to open a support incident? Click here.
Technical Reference for Configuration Manager 2007
The Configuration Manager TechCenter
The Configuration Manager technical document library
Configuration Manager 2007 Virtual Labs
Find upcoming TechNet events
The latest ConfigMgr downloads
The Configuration Manager technical documentation library. We left no stone unturned so chances are good your topic is covered somewhere in here. I’d list each topic out but there are so many it would take many pages just to do it. Instead, here’s a simple screenshot of some of the main headings: