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Error Message Troubleshooting

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John Bardwell
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Movere returns error messages directly from the system(s) being scanned, as well as from the Movere service and cloud. There are two different types of error messages return during Movere scans. The first part of an error message string comes directly from Movere, and often relates to the success of accessing and scanning the target devices. The second part of an error message comes directly from the device/system being scanned, such as a Windows, SQL Server, or Linux error message. The most frequently seen error messages are outlined below; for system-specific errors not show here, we highly recommend contacting the system publisher directly.

Movere Error Codes:

Error Code Meaning Resolution
401 Unauthorized token file, such as an expired or incorrect customer token (or no token file at all). Confirm that the customer tenant is active, and download a net-new token file from the customer's console.
403 Uploading of data is forbidden for this user. Can indicate that the user authenticating to the cloud does not have the Write scope, (most likely a Partner or Owner user trying to upload). Can also indicate a customer user who is deleted or expired, and thus cannot upload data. Use an active customer user who has the Write permission to authenticate to the cloud.
412 Indicates a data decryption error, which means the token.txt file is valid but for the wrong customer. Download a new token.txt file directly from the customer tenant, leveraging a  Movere user account with the Write permission.
415 Indicates an issue with the specific Movere payload, likely a special character or particular field that cannot successfully move through our processing engine. Attempt the impacted scan once more, ensuring correct scanning configuration and credentials. If error persists, contact support@movere.io. 
422 Indicates an issue with the specific Movere payload .zip file, likely due to system setting or antivirus software with the customer's network.  Attempt to re-run the scan after whitelisting all Movere services and executables. If the error persists, please contact support@movere.io. 
500   For any 500 error code, please contact support@movere.io immediately.

 

System Error Messages:

Error Messages Meaning Fix
A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server) IF workgroup, device name not recognized by SQL. If tied to a domain, TCPIP connections are not enabled (Movere does not connect over named pipes). Enable TCPIP connections if machine is connected to a domain; for workgroup machines, follow guidance here.
An error has occurred while copying bot to Admin$. Attempting C$ now; Exception message: The network path was not found. User and/or machine running the console does not have rights to connect to the target machine. Attempt scans using different credentials that are confirmed to have access to the target machines, and/or run scans from a machine that can connect to the target machines.
An error has occurred while copying bot to C$; Exception message: The network path was not found. User and/or machine running the console does not have rights to connect to the target machine. Move the console to a different machine that has confirmed connectivity to the target machines, or use credentials from a user account that has permission to access the C$ drive on the target machines.
Remote Scan Error; Exception message: The RPC server is unavailable. (Exception from HRESULT: 0x800706BA) Indicates that Movere is trying to scan using the FQDN name of the target machine and cannot successfully scan, and thus is defaulting to a remote connection and failing as well. Attempt to scan the target machine using either the short name or IP address.
Does not resolve in DNS DNS entry for the target machine is corrupt or inaccurate. Scan by short-name or IP address to get around any DNS entry issues
Unable to copy files; Exception message: The specified network name is no longer available. Movere cannot connect to the target machine, due to loss/closing of network connections or the target machine is powered off. Ensure the target machines is powered on during the scan and that the machine itself is still accessible, (i.e. it has been been disabled or removed from the network).
An error occurred while retrieving Windows Services; Exception type: System.NullReferenceException; Exception message: Object reference not set to an instance of an object. Indicates that Movere has tried to return Windows services information, but cannot do so successfully because the registry is corrupted, which return a WMI errors. Often seen due to incorrect user permissions or issues with scanning Windows 2008 UAC. Check the registry on the target machine and rebuild if necessary before re-scanning with Movere.
PING Failed Connectivity is not present; can occur between console and target machine, target machine and cloud, and/or console and Movere cloud. Confirm the machine running the console, and the user accounts(s) being leveraged during the scanning, has connectivity to and can access the target machines, as well as the Movere cloud.
Error connecting to SQL; Exception type: System.Data.SqlClient.SqlException; Exception message: Login failed for user 'sa'. Indicates that the "sa" account does not have the correct permissions to access the SQL database(s). Ensure the 'sa' account has db_datareader access to the target databases, as well as ConnectSQL and View Server State enabled. Otherwise, leverage a different account that has these permissions.
Error The remote server returned an error: (412) Precondition Failed.; Exception message: The remote server returned an error: (412) Indicates that the Movere console and/or bots cannot access the Movere cloud, which can occur due to network connectivity issues, port 443 is blocked or unavailable, and/or the upload URLs in the bot config files is inaccurate. Download a new copy of the Movere console, as well as a new token.txt file, and attempt to rescan once more.
Movere Cloud Host Ping:   PING Failed Indicates that the console and/or bots cannot access the Movere cloud, likely due to no internet connection on the endpoints, or port 443 is blocked. Ensure internet connections are enabled on the target machines, and that port 443 outbound is opened. If not uploading directly from the target machines, ensure the console machine can connect to the internet over port 443.
The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel.; Exception message: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. Indicates that the machine you are uploading from does not support TLS 1.2, which is required to upload Movere data Work with the customer to either update the machine used for uploading to TLS 1.2, or upload the data from a different machine that does support TLS 1.2. 
Connecting to remote server ps.outlook.com failed with the following error message : WinRM cannot complete the operation. Verify that the specified computer name is valid, that the computer is accessible over the network, and that a firewall exception for the WinRM service is enabled and allows access from this computer. By default, the WinRM firewall exception for public profiles limits access to remote computers within the same local subnet. For more information, see the about_Remote_Troubleshooting Help topic. Indicates that there is a Windows Rights Management policy or feature in place that prevents Movere from successfully connecting to the Office 365 subscription. Move the Movere console, including all config files, to a workstation and re-run the scan from there. Workstation-based O365 scans often do not encounter WinRM policies and will run successfully.
Error The operation has timed out; Exception message: The operation has timed out Indicates that the connection between the device uploading a payload to Movere and Movere's cloud has timed out or been severed. This is commonly seen when network connections are terminated or the bandwidth is not sufficient to upload the file. To resolve, attempt to manually upload the payload from a different machine and/or network connection.
Unable to retrieve perf counter details for winlogon, Category does not exist. Indicates that a device's performance counters are corrupted in some way The best thing to do is to work with the customer to access this server and check the performance counters, and rebuild them if possible. If Movere cannot access the counters, ARC scans will not be able to return performance data.
The requested security protocol is not supported. Indicates that the machine you are uploading from does not support TLS 1.2, which is required to upload Movere data Work with the customer to either update the machine used for uploading to TLS 1.2, or upload the data from a different machine that does support TLS 1.2. 
An error occurred while retrieving IIS details.; Exception type: System.Runtime.InteropServices.COMException; Exception message: The object identifier does not represent a valid object.  Indicates that Movere is attempting to scan an IIS datapoint, but it is unable to access or emulate this component. This error explains that Movere has checked if IIS is installed and seen a likely IIS component, but the component is not actually installed or Movere cannot access the data. To resolve, you can check if any impact machines do have IIS installed, and resolve if not. This does not impact the rest of an inventory or ARC scan.
Could not check whether Arc2 process is running; Exception message: No such interface supported These errors arise when a new ARC scan is attempting to identify if ARC is already running on the target machine, (in order to terminate the previous scan), but Movere cannot due to an access issue to the service list or target machine.  This error will not impact the new ARC scan from running. The same message will be thrown for Arc4 processes.
An error occurred while accessing user security logs; Exception type: System.IndexOutOfRangeException; Exception message: Index was outside the bounds of the array Indicates that the length of the security logs has exceeded the limit that Movere can query. This is commonly seen for domain controllers and/or customers that are not using a GPO to limit length of the security log. This only impacts collection of log data and does not hinder the rest of the scan. To collect this log data, work with the customer to clean up or limit the length of the security log and rescan with Movere.
An error occurred while retrieving Windows Features details.; Exception type: System.Management.ManagementException; Exception message: Generic failure Notes that Movere was unable to access, view, or scan a specific IIS datapoint. This error does not impact the broader inventory or ARC scanning of these machines, and this data is not currently visible on the Movere website. 
An error occurred while parsing XML config file.; Exception type: System.Xml.XmlException; Exception message: Data at the root level is invalid. Line 1, position 1. Notes that Movere was unable to access, view, or scan the specific .NET datapoint. This error does not impact the broader inventory or ARC scanning of these machines, and this data is not currently visible on the Movere website. 
An error has occurred while copying bot to C$; Exception message: The user name or password is incorrect Commonly seen when scanning Workgroup servers. This indicates that the password and/or user name of the credentials entered into the Movere console are inaccurate. Ensure the correct password is entered. 

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