What data is needed to troubleshoot a possible rules issue in Patch Management 7.1 SP1 and SP2?

Article:HOWTO60789  |  Created: 2011-11-07  |  Updated: 2014-08-12  |  Article URL http://www.symantec.com/docs/HOWTO60789
Article Type
How To

Advisory: Ensure the possible rule issue is not a problem regarding the Patch Inventories failing to return and populate the clients to the proper targeted filters to satisfy the IsApplicable / IsInstalled Rules. This troubleshooting is outlined on KM: HOWTO95427.

If inventories/configurations for Patch Management are in order, work through the following on the client: 

  1. Configure the Client to capture Notification Server Event (NSE) files as outlined in KM: HOWTO4191
  2. Configure the Client to capture Verbose logging as outlined below: (Also outlined in KM: HOWTO9061)
      • Add a new DWord named Severity with value hexadecimal FF (decimal 255)
      • Add a new DWord named VerboseLogging with value 8.
  3. Force a scan of Patch Inventories on the Client: HOWTO58971

    Advisory: Review point:
    • Review the client logs and the captured NSE files.
    • Review the Notification Server logs and ensure the files were processed.
    • Review the Compliance Report and ensure the update is listed as vulnerable to the client following the inventory refresh.
    • If the update is still inaccurately targeting the client or failing to install; proceed with the following step
  4. Copy the Client's STPatch Data by drilling down to: C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{6D417916-467C-46A7-A870-6D86D9345B61}\cache
    • Highlight the 'cache' folder and right-click > Send To - Compressed

  5. Export the Client's HKey Local Machine Registry & Add / Remove Programs Data 

    • Download the attached 'RegKey & Add-Remove.bat' file
    • Execute on the client
      • Note: this will display a CMD (DOS) window while running and it should disappear on completion.
    • Copy the newly created 'ProgramFileList' doc (Location-Text Doc saved to Desktop)
  6. Note or screen shot Import Patch Management for Windows version on the Console
    • Console > Manage Jobs & Tasks > System Jobs and Tasks > Software > Patch Management > Import Patch Data for Windows
    • Highlight the recent completed run; note the version of the Import or take a screen shot.
  7. Copy the InstallLog.csv from the affected client
    • Found in default location: C:\Program Files\Altiris\Altiris Agent\Agents\PatchMgmtAgent
  8. Complete Client OS Data: 
    • OS Name: Windows, Linux, Mac etc (Full name example: Windows 2003 R2)
    • OS Bitwide: x64 or x86
    • OS Type: Enterprise, Standard etc.
    • Service Packas: None, SP1 etc.

Gather all data and send to Support Services:

  1. Captured NSE files
  2. Client logs with Verbose enabled and Patch Inventory Scan recently completed
  3. STPatch Data
  4. ProgramFile List doc for Registry & Add/Remove data (run attachment listed below on affected client)
  5. PMImport version & Patch Management Solution version
  6. Complete Software Update name (e.g. WindowsXP-Server2003-KB123456-x86-enu.exe): A screen shot of the Client's Altiris Agent GUI > Software Update Tab - expand Software Update Name.
  7. InstallLog.csv
  8. Complete OS details

 Note: The attached exe file can be executed on the client to gather all needed client data automatically. Keep in mind that the serverside data still needs to be gathered manually following this process (#5 from tally list above)


This exe is can be used in place of manually gathering the data required for rules issues from the client. This process will require the complete Software Update Name be entered and it will run automatically to gather the remaining data from the client. NOTE: The PMImport version will still need to be manually gathered from the Console.
PMRuleEvaluator.exe (98 kBytes)
If the client is a Windows Server 2003 or Windows XP SP3 client; this attachment can be ran to gather the Add/Remove & Registry data (much easier than screen shot and exporting Regedit)
RegKey & Add-Remove.bat (3 kBytes)

Article URL http://www.symantec.com/docs/HOWTO60789

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