HP Device Manager agent errors

[PedroTavares]

Hello.

We have HPDM 5.0.9 to manage our thin clients.

All worked fine until yesterday, when out of the blue we can send any command from HPDM to the thin clients allways giving the same error;

Successfully sent task to the HPDM Gateway

Agent refused the task because the HPDM Gateway failed to pass the authentication

HPDM Gateway failed to send task to Agent.

Testing the repository it's says it's ok.

We don't know what more can we do, can pls someone help?

Thanks.

[Alden4]

Hi @PedroTavares,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It seems like you're encountering an authentication issue between the HPDM Gateway and the thin clients. Here are some steps you can take to troubleshoot and potentially resolve the issue.

1. Check HPDM Gateway Logs:

   • Examine the logs on the HPDM Gateway for any error messages or clues about the authentication failure.
   • Look for any recent changes or updates that might have affected the authentication process.

2. Verify Credentials:

   • Double-check the credentials used by HPDM to communicate with the thin clients. Ensure that the credentials are correct and have not expired.
   • If there have been recent changes in passwords, update the credentials in the HPDM configuration accordingly.

3. Firewall and Security Software:

   • Verify that there are no firewall or security software issues blocking communication between the HPDM Gateway and the thin clients.
   • Check if any recent updates or changes to security settings might be causing the authentication failure.

4. Network Issues:

   • Ensure there are no network issues between the HPDM Gateway and the thin clients. Test the network connectivity between the two.
   • Check for any recent changes in the network infrastructure that might impact communication.

5. HPDM Version Compatibility:

   • Ensure that the version of HPDM Gateway you are using is compatible with the thin client firmware. Sometimes, an update on either end might cause compatibility issues.

6. Restart Services:

   • Restart the HPDM Gateway service and any related services. This can often resolve temporary communication issues.

7. Reinstall HPDM Agent:

   • Consider reinstalling the HPDM Agent on the thin clients. This can sometimes resolve issues related to corrupted installations.

8. Review HPDM Documentation:

   • Check the HPDM documentation for any specific guidance on troubleshooting authentication issues. There might be additional steps or considerations outlined in the documentation.

9. Update HPDM:

   • Ensure that you are using the latest version of HPDM. If not, consider updating to the latest version, as newer releases often include bug fixes and improvements.

Remember to perform these steps carefully and, if possible, during a maintenance window to minimize any potential impact on your operations.

I hope this helps.

Take care and have a good day.

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Alden4
HP Support