Endpoints or Results Fail to be Displayed in the Console

Endpoints or Results Fail to be Displayed in the Console

After deploying the enterprise console and one or more clients on Windows or Mac systems, properly configuring those clients to communicate with the console, and completing a search (including exiting the client), the endpoint itself or the results of the search may not be displayed in the console.

• In most cases, this is due to missing or incorrect settings on the client system and viewing the log on the client will reveal the error with sufficient detail to correct the problem. 
• Additional issues and resolutions are detailed below.

Common Causes

The following is a list of common causes of endpoints or results failing to display in the Spirion console:

1. The Windows client system did not have the registry settings required to connect to the console prior to the installation of the client software.
2. The Windows client software was not installed properly and the Identity Finder Endpoint Service is not present on the Windows system.
3. The Windows or Mac client software license does not include communication with the console.
4. The settings specified on the client system to communicate with the console are entered incorrectly - mistyped - (all settings names are case sensitive) or have incorrect values.
5. The IIS server hosting the console is not configured properly.
6. There is not adequate network connectivity between the client system and the console server.

Steps for Resolution

Use the following steps to resolve this issue:

1. Apply the appropriate client settings file from the console by performing the following steps:
2. 1. Use a web browser on the client system to navigate to the following location:
   2. http://consoleserver/Services
      where consoleserver is the name or IP address of the enterprise console.
   3. Download the settings file by clicking the appropriate link and saving the file to the client system. 
   4. 1. For Windows systems, ensure that the 32-bit or 64-bit settings are properly selected.
   4. Apply the settings by importing them into the Windows Registry or copying them to the directory /Library/Preferences on the Mac.
   5. On Windows, restart the Identity Finder Endpoint Service by accessing Services via Control Panel/Computer Management or by rebooting the system.
2. Ensure the Windows client software was installed with the /endpoint switch by accessing Services via Control Panel/Computer Management and locating the service, "Identity Finder Endpoint Service." 
3. 1. If the service is not present, then the software was not installed properly and will be unable to communicate with the console.
   2. Once the client has been installed, the endpoint service can only be added by launching the installer via the command line with the /endpoint switch, selecting Change, ensuring that the feature, "Endpoint Service" is set as, "Will be installed on the local hard drive." and then complete the installation.
   3. If an interactive installation is not possible or desirable, it will be necessary to uninstall the client and then deploy/install it again with the /endpoint switch.  
   4. This functionality can also be added to a custom MSI installer.
3. Restart the Identity Finder Endpoint Service service on Windows client systems by accessing Services via the Control Panel/Computer Management or by rebooting the system. This is necessary after any additions or changes to the registry settings for the endpoint service.
4. Verify the IIS configuration on the console by using a web browser on the client system to navigate to the following URL:
5. 1. http://consoleserver/Services/ManagementService.svc
      where consoleserver is the name or IP address of the enterprise console. 
   2. If the name doesn't work, use the IP address directly and then update the client settings accordingly. 
5. When successful, the page displays a notification that a service has been created.
6. If the page is not displayed or the service is not created, then the IIS configuration is incorrect or there is a network access problem. 
7. The IIS server's hostname bindings are required to be appropriately configured such that the hostname associated with the web site selected during the console installation responds to external requests from the user's web browsers. 
8. 1. Contact an IIS server administrator or network administrator in your organization to determine the cause of the issue.
8. Launch the client software and then view the application log. 
9. Any errors encountered while attempting to connect to the console will be listed. 
10. 1. For Windows:
    2. 1. Select the Configuration tab
       2. Click the down-arrow under the Logging button
       3. Select "View Current Log" 
    2. For Mac, navigate to the following folder:
    3. 1. /Users/USERNAME/Library/Application Support/Identity Finder/Identity Finder Mac Edition/logs
          where USERNAME is the name of the currently logged on user
       2. View the most recently created log file