HP Device Manager 4.6 - HP t5740 Windows XPe Support Guide

Troubleshooting

The task template is ready to deploy to other XPe thin clients. HP recommends that you first test the task template on one

or a small group of devices before a larger deployment and verify that the rules have the new ports we added. If the task

completes successfully but the advanced rules do not change to include the new ports, try adjusting the timing of the

pauses. If the command execution fails for any of the subtasks, verify that the command line is correct, especially the

quotes.

VNC Shadowing

Shadow Device

After updating the HPDM Agent, the VNC service is disabled on the thin client. Before any Shadowing tasks can work, you

must first send a settings task to Enable VNC Shadow. After this has been sent and the SEP firewall ports have been

updated, both the Shadow Device and Reverse Shadow Device functions work as expected.

Reverse Shadow Device

Even with the VNC service enabled correctly, you might find that Reverse Shadow Device tasks succeed, but the VNC

connection does not occur. This is because the rule that allows the outbound ports for HPDM is limited to the HPDM Agent

process only and a separate application is required to secure outbound connectivity to the shadow connection. To resolve

this issue, you need to use the procedure in the Symantec Endpoint Protection (SEP) Firewall

section to add and deploy the

following application to the rule titled Allow HPDM Agent – TCP:

C:\Windows\XPEAgent\VncSSLProxy.exe

Figure 11. Advanced Rule Settings

Troubleshooting

If the Shadow Device or Reverse Shadow Device task succeeds, but the connection does not occur, verify that the SEP

firewall is not blocking the connection. To test this issue, send the Stop SEP template created in the Symantec Endpoint

Protection (SEP) Firewall

section to a test device with the Write Filter Policy set to excute regardless of Write Filter status.

Then, without restarting, test the shadow task. If the task succeeds, then the SEP rules need to be examined to ensure

proper traffic can pass through on the thin client. If the task does not succeed, verify that the firewall on the HPDM Console

is not blocking the traffic. Note that it might take some time to see the VNC connection, depending on the auto-connect

settings of the VNC service on the device.