After the NS SP 2 upgrade, Helpdesk returns a parser error

Article:TECH14203

Created: 2005-09-19

Updated: 2010-06-30

Article URL http://www.symantec.com/docs/TECH14203

Article Type
Technical Solution

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Problem

After upgrading Notification Server and Helpdesk to SP2, the Incident tab of the Helpdesk console returns the error: “Server Error in /AeXHD Application. Parser Error"

Environment

Upgrade to Notification Sserver 6.0.5287 and Helpdesk 6.0.268

Cause

The AlertManager .MSI (part of either the NS or Helpdesk install) tries to distribute a new version of the file "Altiris.Helpdesk.Web.dll". During this attempt the older version does get removed; however, because of the load the Notification Server is running under, the .MSI fails to deploy the new copy of that file. As a result the \Altiris\Helpdesk\AeXHD\bin folder does not contain the required “Altiris.Helpdesk.Web.dll" file.

Solution

Run the AlertManager .MSI to install the file to the folder \Altiris\Helpdesk\AeXHD\bin

To do this:

1. Open the folder c:\Program Files\Altiris\Setup Files\NS
2. Right-click on the file “AlertManager.msi"
3. Select repair

Legacy ID

2354