This article helps customers to gather data for an unresolved duplicate systems problem.

In ePO, duplicate systems are where you see multiple entries for the same hostname in the ePO system tree. 

Background details:
On every communication from a client system to ePO, there are two possible courses of action: 

• The system is already known to ePO. In this case, ePO needs to update the properties.
• The system isn't known to ePO. In this case, ePO must create an entry for it in the system tree.

If a duplicate system hostname exists in the system tree, it can't be resolved. Then, use this article to collect the following information.

NOTE: Here, we use as an example the system name SystemX, where SystemX is the system name of the duplicate entry.

Obtain a list of duplicate systems from the system tree and export it to a CSV file:

1. Log on to the ePO console.
2. From the system tree, select My Organization, and all subgroups.
3. To add the GUID and MAC columns to the existing column list:
   1. Click Actions.
   2. Select the needed columns: GUID and MAC Address.
   3. Click ADD columns.
4. To export the duplicate entries:
   1. Click Actions, Export Table.
   2. Select CSV format, and click Export.

Obtain a list of duplicate systems from the Data from Audit Log page and export it to a CSV file:

1. In the ePO console, open the Audit Log page.
2. Search for the name SystemX.
3. From Quick Find, search using the hostname SystemX.
4. Select the Preset as No filter.
5. Click Actions, Export Table.
6. Select CSV format, and click Export.

Obtain data using the attached SQL script GenericDupData.sql.zip:

1. Log on to SQL Server Management Studio.
2. Right-click on the ePO database, and select New Query.
3. Extract the SQL script attached to this article.
4. Paste the script into the SQL query into the query window.
5. Export the results of the SQL query:
   1. Under the toolbar, click Query.
   2. Click either Results To, Results to File, or use the shortcut Ctrl+Shift+F.
   3. On the toolbar, either click Execute or press F5.
   4. Save the output and select a location.
   5. Leave the Save As Type field as the default, Report files (*.rpt).
   6. To revert the output to the default, either click Query, Results to, Results to Grid, or use the shortcut Ctrl+D.

Collect the Minimum Escalation Requirements (MER) from the problem system:  

1. Obtain the MER Tool:
   • For more details, see KB69308 - How to deploy the Minimum Escalation Requirement (MER) tool with ePolicy Orchestrator (ePO-MER).
   • Manually obtain the MER tool from MERlink, and download the mer.exe.
      
2. For Manual collection, perform the following:
   1. Copy this MER tool to the problem system.
   2. To open a command prompt as an administrator, press Windows+R.
   3. In the Start Search field, type cmd, then press Ctrl+Shift+Enter.
   4. If the User Account Control dialog box appears, click Continue.
   5. Run mer.exe.
   6. Click Next, and grab the data.
   7. When asked to save the logs, click Next and upload the data.