Problem: 

When trying to manage a drive from ERAS, users may receive a WMI error.

Solution: 

Please perform the following steps to troubleshoot WMI errors:

Ensure the client machine has both the client software (Dell Data Protection Access or EMBASSY Security Center) and the ERAS Connector installed. (Note: DDPA 2.3 and ESC 2.9 and above include the ERAS Connector and do not require a separate install).

Note: Please be sure to install the ERAS Connector (or ESC / DDPA in versions that include the connector) using a Domain Account that has local Admin Rights. The MSI must be run through an elevated Command Prompt. If the ERASConnector.msi is being pushed down via GPO, please ensure it was successfully installed on the client.

Verify the minimum required group policies are applied:

  1. On the client machine run regedit
  2. The following must exist:
    1. HKLM\SOFTWARE\Policies\Wave Systems Corp\ERASConnector\SVCHost
    2. HKLM\SOFTWARE\Policies\Wave Systems Corp\ERASConnector\SVCPort
    3. HKLM\SOFTWARE\Policies\Wave Systems Corp\ERAS\ERASServiceAccount
  3. If these registry keys do not exist then the following group policies must be applied to this machine
    1. Computer Configuration\Policies\Administrative Templates\Windows Components\Wave Systems Corp\Embassy Remote Administration Server\Configure ERAS Connector Settings
      1. This contains the name and port number of the ERAS server
    2. Computer Configuration\Policies\Administrative Templates\Windows Components\Wave Systems Corp\Embassy Remote Administration Server\Configure ERAS setup parameters
      1. This specifies the ERAS service account name
      2. NOTE: This must be specified in domain\user format. Specifying in user@domain format will not work properly

Reconfigure the ERAS Connector (ESC 2.9 or above or DDP 2.3 only):

NOTE: Above policies must be applied prior to this step.

  1. Login to the client machine as a domain user with local admin rights
  2. Open an elevated command prompt
  3. Navigate to \Program Files\Wave Systems Corp\RemoteManagement
    1. If using DDPA 2.3 navigate to \Program Files\Dell\Dell Data Protection\Access\Advanced\Wave\RemoteManagement
  4. Run ERASConnectorConfigUtil.exe
  5. Check if the WMI communication issue has been resolved
  6. If not resolved continue to next section

Verify WMI permissions are set:

  1. Run MMC on the client machine
  2. Add the WMI Control snap-in (for the local machine)
  3. Right click on WMI Control > Properties > Security tab
  4. Expand Root > CIMV2 > Security
  5. Highlight Wave Systems and select the Security button
  6. Ensure that your ERASService account is listed with permissions set.
    Note: ERASService requires all permissions with the exception of “Read Security” and “Edit Security”

Verify DCOM permissions are set:

  1. Run MMC on the client machine
  2. Add the Component Services snap-in
  3. Expand Component Services > Computers
  4. Right click on My Computer > Properties > COM Security tab
  5. Select Edit Limits for Launch and Activation Permissions
  6. Ensure that your ERASService account is listed with all permissions set

Verify DNS is resolving correctly:

  1. On the ERAS server open an elevated command prompt
  2. Run ‘nslookup client_hostname’ where client_hostname is the NetBIOS or FQDN of the client machine
  3. Note the IP address listed under the client’s hostname
  4. Open an elevated command prompt on the client machine
  5. Run ‘ipconfig’
  6. Note the IPv4 address returned
  7. The addresses noted in steps 3 + 6 should match
  8. If the addresses do not match the DNS issue needs to be resolved before attempting to manage the machine from ERAS

If you are still receiving a WMI error after following all steps above, please contact support.