Scan related FAQ's and Trobleshooting Procedures
For detailed configuration steps, please refer to our help guide.
1. What are the prerequisites for adding a probe?
Here are the prerequisites for adding a probe:
Operating System: Windows Server 2008 or higher, Windows 7 or higher.
Dependent Software: .NET Framework 4.5 or above.
Hardware Requirements: 512 MB of RAM, processor speed of 1.80 GHz, and 5 GB of available disk space.
2. What are the prerequisites for scanning the assets?
There are few basic requirements for the probe to successfully scan workstations. Please make sure that the below given requirements are met for each of the target workstations.
Windows Machines
Remote Registry service must be running in the target workstations. [ Click here for instructions to check ]
Port 139n or 445 (File Sharing) must be open on the target workstations. [ Click here for instructions to check ]
Admin$ share ( \\TargetMachine\admin$ share ) of the target workstation must be accessible from Probe machine. [ Click here for instructions to check ]
Linux Machines
SSH port 22 must be open [ Click here for instructions to check ]
Printers, Routers, Switches
SNMP (v1 / v2c / v3) must be enabled and the corresponding credentials must have been configured for the Network scan.
Kindly refer, https://help.sdpondemand.com/scan-related
3. Why does the probe frequently go inactive?
The probe maps the MAC address of the machine to the probe key. If the network changes or you switch between Wi-Fi and Ethernet, the probe stops running and appears as inactive (red). In such cases, the probe needs to be re-registered.
4. What are the unique identifiers for workstations?
Workstations or servers are uniquely identified during a scan by their service tag, name, or MAC address.
If the service tag is improperly configured by the OEM, it may cause overwriting during scans. You can configure invalid service tags by navigating to Setup → Probes & Discovery → Settings → General → Configure Invalid Service Tags.
For VMware or machines connected via VPN, where the same MAC address is shared, disable MAC address identification by navigating to Setup → Probes & Discovery → Settings → General → Enable/Disable MAC Address Identification.
5. What are the unique identifiers for Printers, Routers and switches?
SNMP devices (e.g., routers, switches, printers, and access points) are identified using name during scans.
If a device model is unidentifiable, its details and OID will be listed under the Unknown OID tab. You can map the correct product type and name in Setup → Probes & Discovery → Settings → General → Unknown OID. The probe will use the updated details in subsequent scans.
Kindly refer, https://help.sdpondemand.com/unknown-oid
6. What are the unique identifiers for Mobile devices those are added via CSV, MDM and Intune sync?
Mobile devices are uniquely identified by their Name and IMEI numbers, regardless of whether they are scanned or added through integration.
7. How can I scan assets that are not connected to our network or domain? For ex, if the user works remotely.
If assets are not connected to the domain or network, you can use the Self Scan script to scan them. The Self Scan script runs locally on the standalone machine and uploads the scan results either to the probe machine or directly to ServiceDesk Plus (Cloud) via an API key. You will need to execute the Self Scan script or executable on each machine individually.
For machines within the network: Configure the Self Scan script to send scan data to the probe machine. Ensure that Port 5454 is open for communication with the probe hostname.
For machines outside the network: Configure the Self Scan script to send scan data directly to ServiceDesk Plus (Cloud).
8. Is there a way to trigger the self-scan script automatically rather than manually sharing it with all users?
Yes, the Self Scan scripts can be configured as a Logon script in Active Directory. The script will execute during the user login process, scan the user's machine, and send the data to the Probe. For more details, refer to this guide.
Additionally, you can trigger the Self Scan scripts through Microsoft Intune.
9. I am performing a self-scan and getting "Error 401" in the command prompt. What could be causing this?
The error indicates that your SDP Cloud account is hosted in a datacenter other than the US. To resolve this, include an additional attribute with the API Key or porbe hostname to ensure successful scanning.
Windowsn → server=sdpondemand.manageengine.eu
MAC/Linux → serverUrl=https://sdpondemand.manageengine.eu
Make sure to customize the URL based on the datacenter where your account is hosted.
10. What are the prerequisites for adding a probe?
Here are the prerequisites for adding a probe:
Operating System: Windows Server 2008 or higher, Windows 7 or higher.
Dependent Software: .NET Framework 4.5 or above.
Hardware Requirements: 512 MB of RAM, processor speed of 1.80 GHz, and 5 GB of available disk space.
11. What are the prerequisites for scanning the assets?
There are few basic requirements for the probe to successfully scan workstations. Please make sure that the below given requirements are met for each of the target workstations.
Windows Machines
Remote Registry service must be running in the target workstations.
Port 139n or 445 (File Sharing) must be open on the target workstations.
Admin$ share ( \\TargetMachine\admin$ share ) of the target workstation must be accessible from Probe machine.
Linux Machines
SSH port 22 must be open
Printers, Routers, Switches
SNMP (v1 / v2c / v3) must be enabled and the corresponding credentials must have been configured for the Network scan.
Kindly refer, https://help.sdpondemand.com/scan-related
12. Why does the probe frequently go inactive?
The probe maps the MAC address of the machine to the probe key. If the network changes or you switch between Wi-Fi and Ethernet, the probe stops running and appears as inactive (red). In such cases, the probe needs to be re-registered.
13. What are the unique identifiers for workstations?
Workstations or servers are uniquely identified during a scan by their service tag, name, or MAC address.
If the service tag is improperly configured by the OEM, it may cause overwriting during scans. You can configure invalid service tags by navigating to Setup → Probes & Discovery → Settings → General → Configure Invalid Service Tags.
For VMware or machines connected via VPN, where the same MAC address is shared, disable MAC address identification by navigating to Setup → Probes & Discovery → Settings → General → Enable/Disable MAC Address Identification.
14. What are the unique identifiers for Printers, Routers and switches?
SNMP devices (e.g., routers, switches, printers, and access points) are identified using name during scans.
If a device model is unidentifiable, its details and OID will be listed under the Unknown OID tab. You can map the correct product type and name in Setup → Probes & Discovery → Settings → General → Unknown OID. The probe will use the updated details in subsequent scans.
Kindly refer, https://help.sdpondemand.com/unknown-oid
15. What are the unique identifiers for Mobile devices those are added via CSV, MDM and Intune sync?
Mobile devices are uniquely identified by their Name and IMEI numbers, regardless of whether they are scanned or added through integration.
16. Is there a way to trigger the self-scan script automatically rather than manually sharing it with all users?
Yes, the Self Scan scripts can be configured as a Logon script in Active Directory. The script will execute during the user login process, scan the user's machine, and send the data to the Probe. For more details, refer to this guide.
Additionally, you can trigger the Self Scan scripts through Microsoft Intune.
17. What is the default state of assets when they are initially imported via a network scan?
By default, when an asset is scanned, it is categorized under the In-store state. However, if the Asset Auto-Assign feature is enabled and functions correctly, the assets may be assigned to the In-use state, along with the associated user details.
18. How can I automatically assign assets to users?
ServiceDesk Plus Cloud enables you to automatically assign assets to users based on their last login information through Asset auto assign feature. For more details, https://help.sdpondemand.com/asset-auto-assign
19. What does error code 12023 mean?
The 12023 error may occur due to an active firewall or antivirus that prevents the file from being pasted at a specific location from the probe machine. Please try temporarily disabling or stopping the firewall/antivirus on the target machine and then attempt the scan again.
20. How can I troubleshoot the error where port 139/22 is not open?
You can execute the following command from the probe machine to check if the specific port is open on the target machine:
Telnet: telnet <TargetIpAddress> <PortNumber>
To scan a Windows machine, Port 139 or Port 445 (File Sharing ports) must be open.
For successful scanning of Linux or macOS machines, Port 22 (SSH) must be open.
21. How can I troubleshoot the error indicating that the remote registry is not enabled?
The Remote Registry service must be enabled on the target machine for the probe to access the registry details. You can verify if the Remote Registry service is enabled by navigating to the target machine and checking its service status.
Using Services Tool (GUI Method)
- Open the Services Manager:
- Press Win + R to open the Run dialog.
- Type services.msc and press Enter.
- Locate the Remote Registry Service:
- Scroll through the list and find Remote Registry.
- Check the Status:
- If the service is not running, right-click on it and select Properties.
- Enable the Service:
- In the Startup type dropdown, select Automatic or Manual (depending on your use case).
- Click Start to start the service if it isn’t already running.
- Click OK to save the settings.
22. I am confident that the given credentials are correct. How should I proceed now?
Please verify the credentials and accessibility of the Admin share by running the following command from the probe machine:
net use\\TargetHost\Admin$ /user:domain\administrator
Note: This command will help you check if the credentials are correct and if the Admin$ share is accessible.
23. I don't think all my assets were scanned properly. Where can I find the probe logs?
You can find the latest Scan logs in the file ProbeMain0.log (C:\ManageEngine\SDPODProbe\logs)
24. I am seeing the message "No alive host found" in the last scan summary. What should I do?
Once the scan is initiated, the probe will attempt to find the active hosts by pinging them. If the host is not reachable, you may encounter the above message. Please ensure connectivity by performing a ping command from the probe machine to the target machine's IP address.
25. I am getting incorrect information from a scanned workstation. How can I verify the information?
The scan-related files perform WMI queries to retrieve details from the registry. To verify if the details fetched in the SDP Cloud application are correct, you can run a WMI query on the target machine. If the details do not match, please reach out to support with the relevant screenshots.
COMMAND: wmic computersystem get name
26. What attributes can be fetched during a probe scan?
Kindly refer to this link to find the attributes that are fetched during the probe scan, https://help.sdpondemand.com/asset-scan-details
27. We already have Endpoint Central. Should I still use the probe to scan assets, or can I integrate it with SDP Cloud?
Yes, you can integrate with Endpoint Central to fetch details of workstations or servers. However, please note that SNMP devices can only be scanned via the Probe in SDP Cloud.
28. Is it possible to take unattended remote access of a workstation from SDP Cloud?
Yes, unattended access to a workstation can be taken from a specific workstation, provided it has been successfully scanned via the Probe. In other words, the Probe enables remote access to the machine.
The above remote control is available for those who have procured Remote Add-on.
29. Will the asset remote add-on work to take unattended access if my account is integrated with Endpoint Central?
If the customer has integrated with Endpoint Central and is not using the Probe to scan workstations, it is recommended not to procure the Remote Control add-on, as only workstations scanned via the Probe allow remote access.
30. Are there any special considerations before scanning a virtual host or machine?
Currently, SDP Cloud only supports scanning of Hyper-V, ESX, and ESXi hosts along with the virtual machines connected to them. Scanning the host VMs helps track the relationship between hosts and their associated virtual machines, allowing for more efficient management with reduced manual effort.
IN order to fetch the complete details of the connected VM's, each VM has to be scanned individually.
31. Will assets added from Endpoint Central to SDP Cloud have the user assigned? If not, what steps should be taken?
Yes, if the user information is available in the asset added to Endpoint Central, it will be shared with SDP Cloud if the integration is enabled. Therefore, it is important to ensure that the user information is correctly configured in Endpoint Central.
New to ADSelfService Plus?
Related Articles
Probe issue
Basic Requirements There are few basic requirements for the probe to successfully scan workstations. Please make sure that the below given requirements are met for each of the target workstations. Windows Machines Remote Registry service must be ...Microsoft Intune - FAQ's
Helpguide --> https://help.sdpondemand.com/microsoft-intune-integration https://help.sdpondemand.com/microsoft-intune-devices What are the possible Causes of Assets Not Syncing into ServiceDesk Plus Cloud from Microsoft Intune After Enabling the ...Admin Related FAQ's
For detailed configuration steps, please refer to our Help Guide. 1. What is the architecture of ServiceDesk Plus Cloud and its framework? ServiceDesk Plus Cloud application is hosted in our proprietary SaaS framework in our own data centres . ...Network Configuration: Domains to Allow for ServiceDesk Plus Cloud Access
Whitelisting specific IP addresses is not recommended, as they are dynamic and subject to frequent changes. If you whitelist by IP, you would need to update your network configuration each time the IPs change. To avoid this, we recommend whitelisting ...Email Domain Migration
Scenario's for Email Migration :- Scenario 1: Changing Email Address due to Addition of Second Name An SDP Cloud user wants to update his/her email address to include a second name. Since the email address is the unique identifier in SDP Cloud, ...