Welcome
Troubleshooting and support
Learn about solutions to common problems that might arise when you use BigFix Inventory BigFix Inventory and how to find logs and trace files that help you troubleshoot those problems.
Troubleshooting software discovery
Problems with software discovery usually fall into one of three categories. The most common category is when the software is discovered but the components are assigned to an incorrect product. In this case, it is enough to reassign the component. The remaining categories include false-positive discovery, or no discovery due to the lack of the signature on the computer.
Troubleshooting problems with computers
When you encounter problems with scan results not being uploaded from a particular computer or you need to collect all logs from that computer, use the Computer Support Data panel. The panel is available in BigFix Inventory and is used to perform some troubleshooting actions without the need of using the BigFix console.
Refreshing scan data on a computer
If software scan, capacity scan, or VM Manager tool scan finishes successfully on a particular computer but its results are not uploaded to the BigFix server, force the upload of the data. You can do it directly from BigFix Inventory without the need of accessing the BigFix console and running a separate fixlet for each type of scan.

BigFix Documentation Homepage
BigFix 11 Inventory Documentation
Welcome to the BigFix Inventory documentation, where you can find information about how to install and configure BigFix Inventory. The application provides you with information about your inventory and license metrics. You can manage your software assets, gather information about your hardware, and ensure license compliance for your enterprise using BigFix Inventory.
BigFix Platform
Overview
Become familiar with key concepts that are necessary to understand how BigFix Inventory works and learn about features and functions that are introduced in every version of the application.
Installing
Learn about the requirements and available installation scenarios to ensure that the deployment of BigFix Inventory goes smoothly in your environment.
Configuring
After you install BigFix Inventory, configure the application. Create accounts for the users who need access to the application and set up scans to collect software and hardware inventory data from your environment.
Upgrading
A new version of BigFix Inventory is released periodically, typically at the end of each calendar quarter. Upgrade to the new version regularly to take full advantage of new features and application fixes.
Catalog Overview
This section provides information about catalog updates available with every release.
Managing the infrastructure
After you complete the initial configuration of BigFix Inventory, learn how to manage components of its infrastructure: VM managers, server, database, and data sources.
Software inventory and license utilization
You can classify the discovered software so that reports in BigFix Inventory reflect your entitlements and properly show utilization of license metrics by particular products.
Managing security threats
Learn how to use BigFix Inventory to manage security threats in your environment. You can view whether any of the installed components is prone to any Common Vulnerability and Exposure (CVE).
Tutorials
Tutorials help you understand how to use BigFix Inventory. They consist of modules that focus on broad goals. Modules consist of tasks that show how to configure specific settings step-by-step.
Security
Configure different security features to adequately protect business assets and resources in the data model when using BigFix Inventory.
Troubleshooting and support
Learn about solutions to common problems that might arise when you use BigFix Inventory BigFix Inventory and how to find logs and trace files that help you troubleshoot those problems.
- Troubleshooting a problem
  Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and explain how to resolve the problem.
- Duplicate UUIDs problem
  BigFix Inventory requires unique virtual machine UUID (Universally Unique Identifier) numbers to calculate the capacity for all virtual machines and to detect virtualization hierarchy. If there are computers with duplicated UUIDs, a message is displayed in the To Do list. The import log also shows a warning about duplicate UUIDs.
- Interrupting software scan
  BigFix Inventory scans run in the background. Fixlets, such as Initiate Software Scan and Initiate Software Scan on Shared Disks trigger the scan to run in the background.
- Troubleshooting software discovery
  Problems with software discovery usually fall into one of three categories. The most common category is when the software is discovered but the components are assigned to an incorrect product. In this case, it is enough to reassign the component. The remaining categories include false-positive discovery, or no discovery due to the lack of the signature on the computer.
  - Troubleshooting Oracle data issues
    This section provides information troubleshooting different issues faced during collecting Oracle data.
  - Incorrect software is displayed on reports due to incorrect bundling
    Bundling assistant assigns discovered software components to products based on bundling rules. The rules assess the probability with which a component is part of a particular product. Because bundling assistance takes into account all products that are available in the software catalog, not only products that you purchased, it might happen that the component is assigned to a product that you do not have. As a result, the product that you have is not displayed on the reports, and some other product is displayed instead. To solve the problem, reassign the discovered component to the correct product.
  - Software that you do not have is discovered due to false-positive discovery
    It might happen that an older version of the software is discovered after the upgrade or the software signature is not removed from the computer during the uninstallation. False-positive discovery can also be caused by backups of software directories or installation media that are stored on the endpoints and are reported as separate software instances.
  - Software that you have is not discovered
    It might happen that software that is installed is not discovered because the signature or the software ID tag does not exist on the computer where the software is installed.
  - Troubleshooting problems with computers
    When you encounter problems with scan results not being uploaded from a particular computer or you need to collect all logs from that computer, use the Computer Support Data panel. The panel is available in BigFix Inventory and is used to perform some troubleshooting actions without the need of using the BigFix console.
    - Checking whether the maximum archive size is exceeded
      You can check whether the maximum archive size is exceeded through the Computer Support Data panel.
    - Refreshing scan data on a computer
      If software scan, capacity scan, or VM Manager tool scan finishes successfully on a particular computer but its results are not uploaded to the BigFix server, force the upload of the data. You can do it directly from BigFix Inventory without the need of accessing the BigFix console and running a separate fixlet for each type of scan.
    - Collecting logs for troubleshooting purposes
      If you are asked by BigFix Support to provide data for troubleshooting problems with computers in your infrastructure, go to the details of the computer. Open the Computer Support Data panel, download the log package, and provide it to BigFix Support. The package contains log files that are needed for troubleshooting purposes such as BigFix client logs, scanner logs, scan configuration logs, VM manager configuration files, and files generated during scans.
  - Disaster recovery
    To perform disaster recovery for your BigFix environment, you need to regularly back up the BigFix Inventory database and the BigFix platform server.
  - Common problems
    Learn how to solve some common problems with the server installation, configuration and administration.
  - Logs and return codes
    Find logs and interpret return codes to troubleshoot issues.
Tuning performance
Learn how to plan the infrastructure of BigFix Inventory and to configure the application server to achieve optimal performance. The following guidelines are applicable in big data environments as well as in smaller environments that are running on low-performance hardware.
Integrating with REST API
External systems integration is one of the key features of BigFix Inventory. Business logic is enabled for integration and interfaces are provided for common integration points.
Glossary
Guide in PDF format
DataFlow ServiceNow Integration

Refreshing scan data on a computer

If software scan, capacity scan, or VM Manager tool scan finishes successfully on a particular computer but its results are not uploaded to the BigFix server, force the upload of the data. You can do it directly from BigFix Inventory without the need of accessing the BigFix console and running a separate fixlet for each type of scan.

Before you begin

You must be an Administrator or have the Manage Support Data and View Endpoints permissions to perform this task.

Procedure

Log in to BigFix Inventory, and go to Reports > Computers
Select the name of the computer from which you want to force the upload of scan results, and then click Computer Support Data.
Click Request Data Refresh.
Refresh of data forces upload of scan results from the BigFix client to the BigFix server.
When the data is refreshed, run an import to make the data available in BigFix Inventory.