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Advisor Deployment Troubleshooting

Sometimes, despite our best efforts, you might experience issues while installing System Center Advisor. If this occurs, contact Microsoft Help and Support to report the problem and to get help.

When you create the request, be sure to include the log information. The Windows Installer log file is located in your $temp directory, and the file name starts with “AdvisorSetupMSILog”. For example, C:\Users\[your account]\AppData\Local\Temp\AdvisorSetupMSILog_634396080012649684.txt. The gateway log file is located in <install_location>\GatewayData\Logs, and the agent in <install_location>\AgentData\Logs.

The $temp directory might be hidden. You can run the following command to get the value: echo %temp%

The following issues have been reported. Review this information to see if it addresses any problem you have.

An error occurs while trying to register the gateway

If an error occurs during gateway registration, check the gateway log file. If you found something like the following, it means that your clock setting is incorrect. Correct the setting and register the gateway again. See Register a gateway manually for information on how to register the gateway.

The security timestamp is invalid because its creation time ('2011-03-28T18:16:06.538Z') is in the future. 
Current time is '2011-03-28T18:08:36.912Z' and allowed clock skew is '00:05:00'.

The gateway installs but cannot communicate with Advisor

You might see the following warning message during setup:

“The System Center Advisor gateway service is installed but unable to connect to the internet. Advisor cannot function properly until this situation is corrected. If you cancel this operation, Advisor will be installed, but you might need to manually configure the gateway service proxy settings to ensure it can connect to the Internet.”

See Diagnosing Connection Problems with System Center Advisor for more information.

The gateway installs but the Service Principle Name won’t add

During installation, you might see an error about not being able to add the Service Principle Name (SPN) for the gateway service. If this happens, see Service Principal Name (SPN) and System Center Advisor.

An error occurs while configuring the System Center management service

You might see the following error message during setup:

“An error occurred while attempting to configure the System Center Management service.”

If you have System Center Operations Manager 2007 R2 installed, but not the Operations Manager 2007 R2 agent, the Advisor Setup does not detect the status correctly. Manually install the Operation Manager 2007 R2 agent, and then install Advisor again.

The agent cannot communicate with the gateway after installation

If you selected the Restrict connections to this gateway to a specific set of agents option during gateway installation, you must add your agents’ computer accounts to the Allowed Advisor Agents local group on the gateway. See Authorize Agents to Access the Gateway for information on how to do this.