Applies To
Express Software Manager version 4.0 and higher

Summary
This technical note outlines some common Express client problems and provides brief troubleshooting steps.

Common Problems with the Express Client
Issues with the Express client typically appear as one of two problems:

• The client workstation does not appear in the list of machines in Express Administrative Console

• The client workstation is not being inventoried or is not metering.

Troubleshooting Steps
The following steps are designed to help you pinpoint the cause of Express client problems. If you are new to Express, you may want to work through each of the steps in order. If you are familiar with Express, the Express client, and application libraries, you may be able to jump directly to the step that pertains to your situation. Note: Often some combination of issues causes client problems. You may need to work through more than one troubleshooting step to fully correct the problems.

Step 1: Determine if the client was installed successfully
If the Express client was not installed successfully on the client workstation, the client workstation will not appear in the machines list. To determine if the client was installed successfully:

1. Restart the client workstation. Under certain circumstances a workstation restart is necessary to complete the client installation. Important: Restarting the client workstation should always be the first step when troubleshooting a client problem.

2. Check the Exinst.log file and the Client Installations report for an entry from the problem workstation.

3. Use the Express client itself as a troubleshooting tool when determining if the installation was successful. Run the client on the problem workstation to see if it starts.

Step 2: Verify that the correct client functions are enabled
If the Express client is installed (you are able to manually run the client on the workstation), use the Express client dialog box to verify that the correct client functions have been enabled. To do this, select the Show metering information radio button or the Show inventory information radio button.

For more details, see Technical Note 1590, Verifying Express Client Functions.

Step 3: Verify that the client is pointing to the correct library
The Express client needs to write data to the application library. If it cannot access the library, it cannot write usage or inventory data to the library. To verify that the client has the correct library location:

1. Reboot the client workstation.

2. Check the path in the Hdc.ini file on the client machine. This path should be a UNC path to the application library location.

3. Check the path in the Applib.ini file to confirm that it matches the path in the Hdc.ini file on the client machine.

4. Use the Express Client Information troubleshooting utility (Exinfo32.exe) to see what library the client is attempting to write to.

Step 4: Verify the user permissions on the library folders and files
If you are still having client problems (either the client workstation does not appear in the machines list in Express Administrative Console, or the workstation is not being metered or inventoried), check the user permissions on the files and folders in the application library.

The Express client needs to read from and write to files in the application library. If the user permissions on those library files do not permit this, the client data will not appear in the library or in Express Administrative Console.

To check user permissions:

1. Confirm the permissions of the folders and files on the network server.

2. Use Notepad to verify that you are able to save a file to the application library folder.

Step 5: Reinstall the client in verbose mode
Reinstall the Express client in verbose mode to see what errors (if any) occur during the installation.

For more details, see Technical Note 1589, Installing the Express Client in Verbose Mode

Troubleshooting Tools
The following tools can help you solve problems with the Express client:

• Exinst.log and/or Client Installations report

• Excli32.exe

• Exinfo32.exe

• Express.log

• Applib.ini

• Hdc.ini

• Notepad

• Disabling Inventory or Metering in the application library.

Related Technical Notes

1563	Ghosted Computers and Express Software Manager 6.x
1588	Determining if the Express Client is Installed
1589	Installing the Express Client in Verbose Mode
1590	Verifying Express Client Functions
1591	Verifying the Express Client's Library
1592	Express Client Troubleshooting Tools
1593	Verifying User Permissions on the Library
9989	Express Software Manager 6.x Technical Notes
9991	Express Software Manager Technical Notes (5.x or lower)