IssueResolutionThe Discovery Setup & Configuration option is not available on the Remedyforce Administration > Configure CMDB 2.0 tab.

If you have enabled the integration with BMC Client Management OnDemand 12.0 or earlier, the Discovery Setup & Configuration option is not displayed.

Unable to create a remote site setting by using the highlighted link on the Discovery Setup & Configuration page:

Use the highlighted link to create the remote site setting or contact your system administrator:

Not receiving discovery email notifications.Ensure that All email is selected in the Access level list on the Setup > Email Administration > Deliverability page.

The Import Configurations tab on the Device Setup & Configuration page is disabled.

The Import Configurations tab is enabled when you configure at least one scanner on the Scan Configurations tab.

Request for the Remedyforce Discovery Server failed.Retry requesting the server after few minutes.Scanner installation failed.Ensure that the scanner device that you have chosen meets the operating system requirements that are mentioned in the Operating system requirements for a scanner.

When you click Refresh in the Scanner Details list, the following error is displayed:

Unexpected end of file from server

Refresh the Remedyforce Administration tab.You are unable to run the scanner installer on a Windows 10 computer system or server.Ensure that you run the scanner installer as administrator by selecting the option Run as Administrator.In the scan details of a scanner, devices are shown as unreachable.Depending on the device type, ensure that the scan protocols and their default ports are open on the unreachable devices, such as SSH and WMI.

No records are imported.

Which credentials are used to access discovered devices?

Go to Remedyforce Administration > Configure CMDB 2.0 > Discovery Setup & Configuration. On the Scan Configuration tab, verify scan details by clicking View Details in the Scan Details column of the Scanner Details section.Execution Status of a scanner is: Configuration Failed.Verify that the scanner can reach all the target list members (included and excluded) that you have entered. If the first target list member is unreachable to the scanner or incorrect, the Execution Status changes to Configuration Failed.

In the Scan log (that you see by clicking View Details for a scanner), you notice that devices are discovered. However, those devices are not imported to your CMDB.

This issue can be caused because of any of the following reasons:

• Large amount of data in the Base Element object - Raise a case with Salesforce to create a custom index on the Assembly ID field of the Base Element object and then delete all instances of the Discovery Import Logs object.
• Reconciliation is On - Turn Off reconciliation and delete all instances of the Discovery Import Logs object.

 Steps to delete all instances of the Discovery Import Logs object

1. If not already created, create a tab of the Discovery Import Logs object by performing the following actions:
   1. Navigate to Setup > Create > Tabs.
   2. In the Custom Objects Tab section, click New.
   3. From the Object list, select Discovery Import Logs.
   4. From the Tab Style list, select a style, and click Next.
   5. On the Step 2. Add to Profiles page, select the appropriate option to assign the tab to profiles, and click Next.
   6. On the Step 3. Add to Custom Apps page, select the required apps to which this tab is visible.
      Ensure that the tab is available to the BMC Remedyforce application.
   7. Click Save.
2. Click the Discovery Import Logs tab.
3. Delete all records.
   When the next scheduled job runs to import discovered devices, all devices that are discovered until now are imported.

In the Remedyforce Console tab, when a staff member selects a CI or asset from the Configuration Item / Asset field, in the Select from Configuration Items > Client Management tab, the following exception error is raised:

System.QueryException: Non-selective query against large object type (more than 100000 rows)

Raise a case with Salesforce to create a custom index on the Assembly ID field of the Base Element object.In the CMDB Actions window, Advanced Actions (where operational rules are displayed) are disabled for staff members. You have ensured that these users have required permissions on these advanced actions (or operational rules) in BMC Client Management Console.Ensure that the device on which the staff member is running the advanced action (or operational rule) is reachable that is the device is in the network and the agent is running on the device.Reimport all discovered devices since discovery was configured

When devices are imported, a time entry is created in the Discovery Import Logs object. When the devices are imported, last import time is fetched from this object and only the newly discovered devices are imported. To import all discovered devices till date, remove all the entries created in the Discovery Import Logs object.

1. If not already created, create a tab of the Discovery Import Logs object by performing the following actions:
   1. Navigate to Setup > Create > Tabs.
   2. In the Custom Objects Tab section, click New.
   3. From the Object list, select Discovery Import Logs.
   4. From the Tab Style list, select a style, and click Next.
   5. On the Step 2. Add to Profiles page, select the appropriate option to assign the tab to profiles, and click Next.
   6. On the Step 3. Add to Custom Apps page, select the required apps to which this tab is visible.
      Ensure that the tab is available to the BMC Remedyforce application.
   7. Click Save.
2. Click the Discovery Import Logs tab.
3. Select all records and click Delete.
   When the next scheduled job runs to import discovered devices, all devices that are discovered until now are imported.

After successfully requesting the Remedyforce Discovery Server and creating the remote site settings, you are unable to view details in the BMC Remedyforce Discovery License Details and Agent / Scanner Entitlements sections on the Scanner Roll-out tab.Ensure that the value of the AC_IsSSL custom setting is TRUE. For more information about custom settings, see Managing custom settings.

The following error is displayed on the Remedyforce Administration tab:

The schedule job for discovery functionality is not running. Click start to schedule the job again.

This message is displayed if you have deleted the job scheduled:

The scheduled job is required to perform the following actions:

• Save the discovery server from expiring.
• Import discovered data
• Import operational rules status

Click the start link to restart the job.

Note: If this job is deleted and is not created again, your Remedyforce Discovery Server might be deleted.

The following error is displayed on the Remedyforce Administration > Configure CMDB 2.0 > Discovery Setup & Configuration tab:

Scan configuration for the scanner have been created or modified from the BMC Client Management Console.

If you created or updated a scan from BMC Client Management Console, you cannot update that scan on the Discovery Setup & Configuration page. To update such a scan, go to BMC Client Management Console.Scanners and discovered devices are not available to create incidents.After you install scanners and discovered devices are imported to Remedyforce CMDB, it can take some time to show them in the BCM tab of the Select from Configuration Items window.In the Remedyforce CMDB tab, you are unable to launch BMC Client Management Console by clicking or request time out error is displayed.Upgrade to the latest version of Java on your computer.Your security policy is to change your passwords on a regular basis.

You can click the Change Password link on the Discovery Configuration & Setup page:

The following error is displayed on the Discovery Setup & Configuration page:

Communication with the Remedyforce Discovery Server failed because the password has been changed. Enter the modified password to resume connection.

The password that the system administrator provided when requesting Discovery Server has changed in the BMC Client Management Console. Enter the changed password that you changed in BMC Remedyforce and click Sync.

The following error is displayed on the Discovery Setup & Configuration page or the Scan Details For : <Scanner Name> window:

Read timed out

This error is displayed in either of the following conditions:

• Discovery Server is unreachable
• Server is attending to other requests
• Network is slow

When you receive this error, perform the action again.

You are unable to perform actions on the discovered devices on which you have rolled out client agents.

The device on which you have successfully rolled out an agent is not displayed under Device Topology in the BMC Client Management Console.

Verify that for the scanner that you have selected in the Parent Name field on the Agent Rollout wizard, the value of the Is Enabled field is Yes. To verify the value of the Is Enabled field, in the BMC Client Management Console, go to Device Toplogy > Discovery Server > Scanner > Agent Configuration > Module Configuration > Relay.

MAC address is not retrieved for discovered devices.

Alternatively, instances for discovered LANEndPoint devices are not created in BMC Remedyforce CMDB.

Perform the following:

• Ensure that you have given credentials for the SSH, WMI, and SNMP protocols correctly while configuring scanning on the Remedyforce Administration > Configure CMDB 2.0 > Discovery Setup & Configuration page.
• Ensure that the SSH, WMI, and SNMP protocols are up and running.

You cannot record the Audit Now logs for agentless Discovery integration if you are using the Premium or Premium Plus license type.

To record Audit Now logs for agentless Discovery integration with Premium or Premium Plus license type, login to BCM Console and load the Software Security Inventories module for the device on which you want to perform the Audit Now.

Note: Audit Now logs will not be recorded in Remedyforce for agentless Discovery integration if you are using the Base license type.

You cannot perform the Wake Up action in agentless Discovery integration if you are using the Base license type.The Wake Up action can be performed only if you have the Premium or Premium Plus license type.You cannot perform the Wake Up action even after using the Premium or Premium Plus license type.

To ensure the functioning of Wake Up action, following are the considerations:

1. The end points (scanners / agents) cannot be on virtual images to utilize the Wake Up action. They must be on physical images / instances.
2. The scanners / agents must be in the same network as the device which performs the Wake Up action. For hosted environments, you have to install a relay in the environment to meet this condition. The relay will then perform the Wake Up action.