Troubleshooting.htm - Troubleshooting DTM Problems

The following procedure is supported for reinstalling DTM Client. This should not be the default troubleshooting step when trying to solve DTM Client problems. When you reinstall DTM Client, any Logo Submissions that are in progress will be lost. You will need to run all Logo tests again with a new submission.

Uninstall DTM Client (You will need to log in as another user other than DTMLLUAdminUser).
Set machine to Unsafe in DTM Studio.
Install DTM Client.
Wait for machine to go to Manual state in DTM Studio.
Set machine to Reset in DTM Studio.
Wait for the machine to return to the Ready state automatically, and then click Refresh in DTM Studio to make sure that the machine is set to Ready.

Note If this computer system was in a machine pool and had MCU policies applied, complete the following additional steps:

Remove the computer from the current machine pool and add it to the default machine pool.
Move the computer back into its original machine pool.
Wait for the MCU Config Jobs to finish again.
Create a new submission and restart your logo test.

Windows Vista DTM clients will not enter Ready state

A DTM test client running Windows Vista can be seen in the Default Test Pool and has a recent heartbeat, but when you change the state of the client to Reset, the status never changes to Ready and eventually changes to Debug.

During the installation of Vista on a network, you have the option of a Public or Private network that the computer running Vista will be connected to. If you selected Public, this can prevent the DTM Client from entering the Ready state because the public network category is intended to be more restrictive to help keep the computer secure. As a security measure, network discovery is turned off by default for public networks.

Solution: Complete the following steps to set the DTM Client to a private network.

Open the Control Panel on the client computer.
Under Network and Internet, click View network status and tasks.
Under Network Details, there is an entry for Network category. If this is set to Public network, click Change to private. No further action should be necessary and the client status state should change from Reset to Ready.

Remote Desktop will not connect to a client computer

I cannot use Remote Desktop to connect to a client computer.

Solution: The client computer must be configured to allow a remote connection. Complete the following procedure on the client computer.

To configure a computer to allow a Remote Desktop connection

Click Start, and then click Control Panel.
In Control Panel, double-click Windows Firewall.
On the Exceptions tab, select the Remote Desktop check box, and then click OK.

DTM Client computers are unable to communicate with the DTM Controller

There are several scenarios in which it can appear that the DTM Client computers cannot communicate with the DTM Controller computer:

The DTM Client computers do not appear in the Machine List in the DTM Studio Job Monitor window.
The DTM Client computers fail to connect to the DTM Controller computer.
The DTM Client computers do not process jobs in the job scheduler in DTM Studio.
The DTM Client computers always go to debug state, even after a reset.

Solution: If you experience any of the preceding scenarios, try the following actions:

If the DTM Client is running Windows Vista, make sure that the network category for the client is set to Private.

Open the Control Panel on the client computer.
Under Network and Internet, click View network status and tasks.
Under Network Details, there is an entry for Network category. If this is set to Public network, click Change to private. No further action should be necessary and the client status state should change from Reset to Ready.

To change the network category, go to the Control Panel. Next, make sure Control Panel Home is selected in the left column of the Control Panel. Next, under Network and Internet click View network status and tasks. Next, click Customize to the right of your network. Change the Location Type to be Private.

Alternately, you might need to check your firewall and IP security settings.

Firewall port issues

If it appears that a DTM Client computer cannot communicate with the DTM Controller computer, the necessary port might not be open in the client computer’s firewall. Make sure that the Internet Connection Firewall (ICF) port for DTM is enabled on the DTM Client computer and the DTM Controller computer.

To make sure that the ICF port is enabled on a DTM Client computer:

In Control Panel, click Security, click Windows Firewall, and then click Change Settings.
The Windows Firewall dialog box appears.
Click the Exceptions tab. Make sure that WTT Client appears under Programs and Services and that it is selected.
If WTT Client does not appear in the list of Programs and Services, click the Add Port button and provide the following information in the dialog box that appears:
1. In the Name box, type WTT Client.
2. In the Port number box, type 1778.
3. Click the TCP button, and then click OK.
If you completed Step 3, make sure that the check box next to WTT Client is now selected, and then click OK.

Disabling IPsec (Internet Protocol security)

In order for your DTM Client computers and DTM Controller computers to communicate with one another, all computers must either be running IPsec or they must all have IPsec disabled.

To disable IPsec:

Open a command prompt and type net stop ipsec and press Enter.

To modify IPsec settings:

Open a command prompt and type services.msc and press Enter.
Double-click IPsec Services and change its Startup Type (Automatic/Manual/Disabled) and/or Service Status (Start/Stop).

I reinstalled DTM Client and now, jobs that ran before will not run

Details: I installed DTM Controller, DTM Studio, and DTM Client. I successfully scheduled and ran jobs on the client computer. I then uninstalled DTM Client and reinstalled it, but previously scheduled jobs no longer run.

Solution: In the scenario just described, the relationship between the client computer, the DTM controller, and the datastore is broken. To establish a new connection between the client computer and the DTM Controller, uninstall DTM Client from a computer and reinstall it. See the Steps to Reinstall DTM Client section earlier in this topic.

Can’t get DTM Client machine out of “Debug” state

Details: Your DTM Client fails all attempts to get out of “Debug” state (normally changing the state to “Reset” in DTM Studio will allow the DTM Client to return to “Ready” status). In some cases, usually after reinstalling WLK (DTM Controller or DTM Client), the Client machine will fail to go to a Ready state. This can be caused by lack of communication between the Controller and Client system, or a trusted key mismatch between the two systems.

Solution: If all attempts have already been made to ensure proper network connectivity between the DTM Client and DTM Controller, then you may need to follow the steps to Reinstall DTM Client earlier in this topic.

My job is stuck in the scheduler

Solution 1: Confirm that appropriate client computers are available.

When you run a job, DTM Scheduler searches for a client computer to run the job. The scheduler considers all client computers in the machine pool that both match the constraints of the job and are available to run jobs.

When you use Job Monitor to view the status of your job, the Current Pipeline column of the Job Execution Status pane displays the job’s status. If the Current Pipeline value for your job is Scheduler, and if this value has not changed for several minutes, verify that there is a client computer in the machine pool whose status is Ready. If no client computer is ready to run jobs, see Enabling a Client Computer to Execute Jobs to the status of the client computer to Ready.

If a client computer is available to run the job, confirm that one of the available computers satisfies the constraints of the job. Check the dimensions of the client computers and compare them against the dimensions of the job.

If the job contains Logical Machine Sets (LMSes), confirm that there are enough client computers to meet the requirements of all of the LMSes. DTM schedules all of the client computers simultaneously.

To view the dimensions of a job that is running, or has run

Switch to the Job Monitor window.
You can also open a new Job Monitor window by clicking Explorers, and then clicking Job Monitor.
On the Machine Pool tab, select the machine pool that contains the computer that your job is running on, or ran on. If your job is still being scheduled, or if you do not know which computer your job is running on, or ran on, select the root of the machine pool hierarchy ($).
Right-click your job in the Job Execution Status pane and click View Job Report.
Alternately, you can click View Errors. This provides the Schedule Analysis, which includes how many attempts have been made for the particular job and what might be blocking it from completing.
The Job Report window contains information about the job and its status. Search for the Common Context Details section to see a list of the constraints that a client computer must match to be able to run the job.

Solution 2: Make sure that services SQL Server (MSSQLSERVER), WTTSvc, and DTMSERVICE are started.

Solution 3: Review the relevant "Running the Xxx Tests" topic to see whether an MCU policy is required for this job. If an MCU policy is required, follow the steps provided in the topic to apply the policy.

For example, to check the MCU policy requirements when testing a display adapter, see the Running the Display Adapter Tests topic.

Error message: Skipped as Public key is null for the machine

Details: When I try to add a local logical user (LLU) to a client computer, the following message appears:

Skipped as Public key is null for the machine.

Solution: The DTM Client did not install correctly on the client computer. On the client computer, uninstall and reinstall the DTM Client.

Error message: Error encountered while adding user <domain\username>

Details: I tried to create a DTM user account for a domain user but received an error message with the following information:

Error encountered while adding user <domain\username>
Cannot grant/remove permission for user on data store 'controller name' : User 'username' does not exist in domain 'domain'. Please ensure that user name is valid or contact your network administrator.

Solution: The domain that the error message refers to is the local machine domain. You cannot create a DTM user account for a domain user while you are logged onto the DTM Studio computer as a local administrator. You must log off and log back on as a domain user with Administrator rights and then create the DTM user account for the domain user in question.

A client computer is in use and has been locked by an LLU account

Details: A client computer is locked by a local logical user (LLU) account, but it has finished running a job and I need to investigate some issues. Or, the client computer is unresponsive and I need to log on to determine the problem.

Solution: You must log on with the correct credentials for the LLU account. The two main LLU accounts that are configured on a DTM Client computer are as follows:

Local Standard User account

The client computer uses this account to run tests that require local standard user access on the client computer and any other computers it communicates with. The local administrator account credentials can also be used for tests of this type, but the additional privileges may not be necessary.

LLU Name: LLU_LSU

UserName: <client machine name>\WDKLclStdUsr

Password: WDKStdTstUsr!

Local Administrative User account

The client computer uses this account to run tests that require local administrator access on the client computer and any other computers it communicates with.

LLU Name: LLU_LAU

UserName: <client machine name>\DTMLLUAdminUser

Password: Testpassword,1

Device console parameters are coming up blank

Details: If you start a submission or open the device console, and all of the device gatherer output has not yet been uploaded to the controller, problems can occur. One of the most common problems for jobs that take device console parameters is that those parameters can come up blank.

Solution: Shut down the device console and reboot the test system with the device attached and installed. When the test machine has logged on again, re-open the device console and verify that the device is now visible.

Unsupported Scenarios

The following scenarios are not supported by the DTM Client. If you have one of the following scenarios set up on your DTM Client, you will encounter problems. Use the suggested workaround to resolve the issue.

If you installed more than one operating system on the same computer, where multiple instances of DTM Client are installed, and you try to run more than one operating system, you might cause unknown errors than cannot be fixed.
Workaround: Only one instance of DTM Client can ever be installed on the system under test. In this scenario, the system includes all related physical discs and partitions.
You are using multiple DTM Client machines to complete a test submission. After you start a logo submission by using Device Console, you must use the same DTM Client machine to complete the test submission. If you change anything about the DTM Client system, you might invalidate your logo submission and cause you to restart the test with a new logo submission. If you make any of the following changes, you might have to restart your test submission:
- Change the computer name
- Reinstall the DTM Client
- Reinstall the operating system
- Move the computer from a DOMAIN to a WORKGROUP or from a WORKGROUP to a DOMAIN
Symptom: After you create a CPK, it does not contain all the logs for the logo tests that have been run.
Workaround: Make any changes to the DTM Client, and then create a new CPK. Optionally, you can rerun the logo tests that were run before you changed the DTM Client.
You changed the name of the computer after you installed DTM Client.
Workaround: Change the name back to the original name to continue testing. Optionally, follow the procedure later in this topic to reinstall DTM Client
You installed DTM Client while the computer was connected to a DOMAIN, and then moved the computer from the domain to a WORKGROUP.
Symptoms: No heartbeat. Jobs are stuck in Scheduler. Jobs will not run on DTM Client.
Workaround: Change the DTM Client system back to the original state to continue the test submission. Optionally, uninstall and reinstall DTM Controller and DTM Client so that all systems are either joined to a DOMAIN or part of a WORKGROUP.

Troubleshooting DTM Studio Issues

Error message: X has encountered an error during installation: A connection to the data store could not be established

Details: I cannot open any windows from within DTM Studio.

Solution 1: Users of DTM Studio must be members of the Administrators group on the computer that hosts the DTM Controller.

To add a user to the Administrators group

Log on to the computer that hosts the DTM Controller by using an account that is a member of the Administrators group.
Click Start, and then click Control Panel.
In Control Panel, click User Accounts.
If the user already has an account on the computer, use the following procedure to add the user to the Administrators group:
1. Click the user from the Users for this computer list, and then click Properties.
2. On the Group Membership tab of the Properties dialog box, click Other, and then click Administrators from the drop-down list.
3. Click OK.
If the user does not have an account on the computer, use the following procedure to create an account and add the user to the Administrators group:
1. Click Add.
2. In the Add New User dialog box, type the user name and domain for the user you want to add, and then click Next.
3. Click Other, and then click Administrators from the drop-down list.
4. Click Finish.
Click OK to close the User Accounts dialog box.

Note When you run a computer as an administrator, you put your system at risk for security breaches.

Solution 2: If you are using DTM Studio on a system that is not the same system as the DTM Controller, you must ensure the firewall is configured correctly. For more information about how to configure your firewall, see Step 5: (Optional): Configure Internet Connection Firewall (ICF).

Exception: The Root element is missing

Details: When I create a submission package or when I use Job Monitor after I create a submission package, I receive an exception that the root element is missing.

Solution: Uninstall and reinstall DTM Studio.

Uninstall DTM Studio.
Delete the %UserProfile%\Application Data\Microsoft\WTT\2.2.2098.0\Enterprise directory.
Reinstall DTM Studio.

If the problem persists, try the following:

Repeat the previous procedure.
Copy the Enterprise directory from Program Files\Microsoft Driver Test Manager\Controller to Program Files\Microsoft Driver Test Manager\Studio.

By doing this, you replace the corrupted file with a good version from the source directory.
Restart DTM Studio.

Error messages: Out of hard disk drive (HDD) space

Details: DTM can generate large amounts of log information about tests. It is possible to fill an entire hard disk with log information. If you run out of free hard disk space, you will receive errors from DTM.

Solution: If you receive error messages from DTM Studio that indicate you are out of hard disk drive space, delete the log files that are currently stored on your hard drive.

If DTM Studio is installed on the same computer as the DTM Controller, complete the following steps:

Close DTM Studio.
Open a command prompt, type cmd, and press Enter.
Run net stop wttsvc.
Go to the %temp% folder. The folder is usually found at: C:\Documents and Settings\<UserName>\Local Settings\Temp. Be aware that the "Local Settings" subfolder is a hidden subfolder of <UserName>.
Delete all *.tmp files and all the subfolders in the temporary subfolder that begin with DTM_.

Note Do not delete the %temp% subfolder itself.
Run net start wttsvc.
Restart DTM Studio.

If DTM Studio is installed on a separate computer without other DTM components, complete the following steps:

Close DTM Studio.
Open a command prompt, type cmd, and press Enter.
Go to the %temp% folder. The folder is usually found at: C:\Documents and Settings\<UserName>\Local Settings\Temp. Note that the "Local Settings" subfolder is a hidden subfolder of <UserName>.
Delete all *.tmp files and all the subfolders in the temporary subfolder that begin with DTM_.

Note Do not delete the %temp% subfolder itself.
Restart DTM Studio.

Error message: No devices using the specified driver(s) could be found in the selected machine pool

Details:

After I load my INF file in the Submission Wizard, I see a dialog box with the following message:

No devices using the specified driver(s) could be found in the selected machine pool. Running jobs with no devices will most likely result in a failed submission. Continue creating submission even though no devices have been found?

Solution:

If you receive this error, click Yes to continue, and then make sure that you can see the client computer in the Available Devices pane. If you can see the client computer, complete the steps to schedule the required logo tests for your submission. If you cannot see the client computer, perform the following steps:

Solution 1:

On the DTM Client computer, reboot the system.
On the DTM Studio computer, close the DTM Studio application, and then restart the application.
Open the Device Console to start your submission again.

Solution 2:

Confirm that the driver package contains all files referenced in the INF file.
Confirm that the driver package is the same as the driver package that is installed on client computer.

Studio hangs at the splash screen when it is opened

Details: DTM Studio stops responding (hangs) at the Splash screen (the screen that pops-up before DTM Studio actually loads).

Solution: Follow the installation directions in Step 4: Install DTM Studio. Pay particular attention to the following note: Attempting to install DTM Studio directly from the %programfiles% directory is not supported and may block any future QFE updates.

Problems opening Device Console, Job Monitor, or Job ExplorerDetails

Details: In cases where there has been a significant change to the DTM Studio system, you might not be able to open Device Console, Job Monitor, and Job Explorer. You might see a message similar to the following: “JobExplorer has encountered an error during initialization: Operation failed: Parameter 'identityConnectInfo' cannot be null”

Solution: To fix this problem, complete the following steps.

Uninstall DTM Studio.
Open %APPDATA%\Microsoft.
Rename WTT to WTTOLD.
Reinstall DTM Studio.

Unsupported Scenarios

The following scenarios are not supported by the DTM Studio. If you have one of the following scenarios set up on the DTM Studio, you will encounter problems. Use the suggested workaround to resolve the issue.

If you installed DTM Studio while the computer was connected to a DOMAIN, you might have problems if you remove the computer from the domain and make the computer a member of a WORKGROUP.
Workaround: Change the DTM Studio system back to the original state to continue the test submission. Optionally, uninstall and reinstall DTM Controller and DTM Studio so that all systems are either joined to a DOMAIN or part of a WORKGROUP.

Troubleshooting DTM Controller Issues

Transaction log grows too large

Details: It is possible that the SQL transaction log can grow too large to be usable. This is because the transaction log is designed to continue to grow in size as long as there is available disk space to contain it.

Solution: To solve this problem, you must reduce the size of the transaction log. For information about how to manually reduce the size of the transaction log, see Bb961759.internet_link_sm(en-us,MSDN.10).gif DTM Database Options and Maintenance Best Practices on WHDC.

Sqlservr.exe pegging CPU: increased time taken to process tests

Details: If you have more than one or two active logo submissions running at one time, it might take longer than expected for tests to get scheduled and run as well as CPU of the DTM Controller getting pegged by Sqlservr.exe.

Solution: You might need to upgrade the hardware you are running DTM Controller on. If you typically run several submissions at the same time, upgrade your DTM Controller system to a minimum of quad processor with at least 2Ghz and 4G RAM.

Unsupported Scenarios

The following scenarios are not supported by the DTM Controller. If you have one of the following scenarios set up on your DTM Controller, you will encounter problems. Use the suggested workaround to resolve the issue.

If you change the name of the computer after you install DTM Controller.
Workaround: Uninstall and reinstall DTM Controller.
If you installed DTM Controller while the computer was connected to a DOMAIN, you might have problems if you remove the computer from the domain and make the computer a member of a WORKGROUP.
Symptom: You receive the following error message: SQL server does not exist or access denied.
Workaround: Uninstall and reinstall DTM Controller.

Troubleshooting General Issues (including Kitsetup)

“Microsoft Windows Logo Kit” is left behind in “Add or Remove Programs” after uninstall

Details: You might notice that after you uninstall WLK features from your system by using Kitsetup that Microsoft Windows Logo Kit is still listed in Add or Remove Programs.

This can be caused by a momentary loss of communication between the computer and Kitsetup.exe program (for example, if you removed the WLK DVD before the WLK was completely uninstalled, or if the installation location was from the network or a connection was lost).

Solution: Use Kitsetup.exe to install DTM Controller and then to uninstall DTM Controller. Completing this sequence allows Add or Remove Programs to be clear of Microsoft Windows Logo Kit. Open Add or Remove Programs and next to Microsoft Windows Logo Kit click Change. When Kitsetup.exe opens, click DTM Controller, and then click Apply. After DTM Controller is installed, select to remove it by un-selecting DTM Controller, then click Apply.

Unable to browse \\<controller-name>\DTMInstall\ from Studio or Client machine

Details: If you are unable to browse the DTMInstall directory from the DTM Studio or DTM Client, review the information in the Install.htm.

You might also need to allow an Internet Connection Firewall Exception for File and Printer Sharing. You allow an exception by placing a check-mark next to the item in the Windows Firewall Exceptions tab.

Installation or Uninstallation fails (example using DTM Controller)

Details: If you are trying to install or uninstall DTM Controller and you get a failure, you can check the setup logs to find information that might help you to determine the reason for the failure. You can find the setup logs in the %temp% folder.

To navigate to the %temp% folder and read the setup logs:

Click Start, and then click Run.
Type cmd.exe, and press Enter.
Type %HomeDrive%, and press Enter.
Type cd %temp%, and press Enter.
Type dir *.log, and press Enter.
In this list, you should see a file named WLK-DTMControllerInstall.log.
To review this log file, type notepad WLK-DTMControllerInstall.log and press Enter.
Type dir *.log, and press Enter.
In this list, you should see a file named WLK-DTMControllerUninstall.log.
To review this log file, type notepad WLK-DTMControllerUninstall.log and press Enter.
Search for return value 3 to discover what custom action failed. The specific error will be located a few lines above the returned value.

If you get the error message Setup Ended Premature and you look in the WLK-DTMControllerInstall.log for return value 3 and notice the following message, follow the subsequent steps to recover from this problem.

ERROR MESSAGE:
MSI (s) (7C:0C) [16:43:52:429]: Executing op: CustomActionSchedule(Action=CreateStandaloneEnterprise,ActionType=17409,Source=BinaryData,Target=CAQuietExec,CustomActionData="C:\Program Files\Microsoft Driver Test Manager\Controller\WTTStandaloneEnterpriseSetup.exe" "[YOUR_COMPUTER_NAME]" "DTMJobs" "C:\StandaloneEnterprise")
MSI (s) (7C:B4) [16:43:52:429]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI47B.tmp, Entrypoint: CAQuietExec
CAQuietExec:  Standalone Enterprise setup started by user [DOMAIN]\[USERACCOUNT]
CAQuietExec:  Error::
************************************************************ERROR REPORT (Exception levels including inner exceptions. Level 0 denotes outermost exception)
CAQuietExec:
CAQuietExec:  ------------START OF ERROR REPORT------------
CAQuietExec:
CAQuietExec:  Level            : 0
CAQuietExec:  Error Message    : Error while creating new data store  'DTMJobs' .
CAQuietExec:  Source           : Void CreateEnterprise(Microsoft.DistributedAutomation.DSLink, Microsoft.DistributedAutomation.ServiceCollection, Boolean)
CAQuietExec:  Inner Exception  : System.Runtime.InteropServices.COMException (0x80041432): Cannot create file 'C:\Program Files\Microsoft SQL Server\MSSQL\Data\DTMJobs_Data.mdf' because it already exists.
CREATE DATABASE failed. Some file names listed could not be created. Check previous errors.
CAQuietExec:     at Interop.SQLDMO.Databases.Add(_Database Object)
CAQuietExec:     at Microsoft.DistributedAutomation.SqlDataStore.SqlDataStoreSetup.CreateDeploymentDataStore(ServiceCollection serviceList, DSLink newDSLink)
CAQuietExec:  Call Stack       :    at Microsoft.DistributedAutomation.SqlDataStore.SqlDataStoreSetup.CreateEnterprise(DSLink identityDSLink, ServiceCollection serviceList, Boolean standaloneInstall)
CAQuietExec:     at Microsoft.DistributedAutomation.EnterpriseSetup.EnterpriseSetupHelper.CreateEnterprise(EnterpriseConfiguration enterpriseConfig, DSLink dsLink, String setupFilePath, Boolean standaloneInstall)
CAQuietExec:     at Microsoft.DistributedAutomation.EnterpriseSetup.Tools.CMain.Main(String args)
CAQuietExec:  Trace            :
CAQuietExec:
CAQuietExec:  Level            : 1
CAQuietExec:  Error Message    : Cannot create file 'C:\Program Files\Microsoft SQL Server\MSSQL\Data\DTMJobs_Data.mdf' because it already exists.
CREATE DATABASE failed. Some file names listed could not be created. Check previous errors.
CAQuietExec:  Source           : Void Add(Interop.SQLDMO._Database)
CAQuietExec:  Inner Exception  :
CAQuietExec:
CAQuietExec:  --------------END OF ERROR REPORT------------************************************************************
CAQuietExec:  Error 0x80070001: Command line returned an error.
CAQuietExec:  Error 0x80070001: CAQuietExec Failed
Action ended 16:44:39: InstallFinalize. Return value 3.

Delete the following two files from C:\Program Files\Microsoft SQL Server\MSSQL\Data folder on the computer:
DTMJobs_Data.mdf
DTMJobs_Log.ldf
Install the DTM Controller component again.

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Built on December 10, 2009

Troubleshooting.htm - Troubleshooting DTM Problems

Installing the Windows Logo Kit

Table of Contents

Troubleshooting DTM Client Issues

Troubleshooting DTM Studio Issues

Troubleshooting DTM Controller Issues

Troubleshooting General Issues (including Kitsetup)

Additional resources