Symptoms

When attempting to add machines to a machine group in Protect via the Organizational Unit tab when clicking 'Browse Active Directory' you experience any of the followng:

You see the message "The list of servers for this workgroup are currently unavailable".

The OU list is missing machines that you expect to show up.

Cause

For any number of reasons the Protect application is unable to either connect to or browse active directory.

Resolution

Here are troubleshooting steps that should help:

1) Check that the "Browse Credentials" are set correctly and have access to active directory.

2) Make sure NetBIOS is enabled.

- Go into Computer Management > Device Manager.

- Click View > Show hidden devices.

- Under Non-Plug and Play Drivers locate NETBT.

- Right click on NETBT and go to Properties.

- Ensure the General tab lists this device as working properly.

- Ensure the Driver tab lists this device with a current status of Started.

3) On your Protect console system, open command prompt, and run NBTSTAT -R

This command purges the contents of the NetBIOS name cache and then reloads the #PRE-tagged entries from the Lmhosts file. The #Pre section is where domain controllers may be listed.  For more information on nbtstat commands see this Microsoft Technet article: http://technet.microsoft.com/en-us/library/bb490938.aspx

4) If you are having problems enumerating Organizational Units across domains, ensure that the Protect console has access to a DNS server that provides lookups to all involved domains.

You can edit the host file (C:\WINDOWS\system32\drivers\etc)

Add an entry for:

[Net Bios Name of Domain Controller] [IP Address]

or

[DomainName] [IP Address of primary DC]

5) Enable the Computer Browser service. The computer browser service is disabled by default on Server 2008 R2, but it should start without error.

See this document: http://community.shavlik.com/docs/DOC-22966

-Is there an error in the event log? This can help narrow down what is going wrong.

-The computer browser service will automatically stop if your registry settings are not configured to maintain the browse list. To verify your settings do the following:

-Go to Start> Run

-Type regedit

-Press enter

-Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Browser\Parameters

-The MaintainServerList value should be set to Yes or Auto. If this Value is No then the computer browser service will not start.

6) Check to make sure netbios ports are open. (139 & 445)

7) A couple other things that may help troubleshoot:

-Check if the "Browse Network" button in the Machine Group configuration dialog on the Machine Name tab functions as expected.

-Make sure you can browse your network (Network Places) using Windows Explorer.

Additional Information

The following Microsoft articles may also prove helpful:

Troubleshooting Active Directory (2003):

http://technet.microsoft.com/en-us/library/cc776795(v=ws.10).aspxhttp://technet.microsoft.com/en-us/library/cc737561(v=WS.10).aspx

Troubleshooting Active Directory Domains & Trusts (2008 R2):

http://technet.microsoft.com/en-us/library/cc770264.aspx#BKMK_1

Affected Product(s)

Shavlik Protect 9.x