Client's Altiris Agent GUI displays: 'Software Update Plug-in is not ready'

Article:TECH158125

Created: 2011-04-14

Updated: 2013-02-13

Article URL http://www.symantec.com/docs/TECH158125

Article Type
Technical Solution

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Problem

Clients installed the Symantec Management (Altiris) Agent and the Software Update Plug-in. In the Altiris Agent the Software Update tab is blank with the following message: 'Software Update Plug-in is not ready'

Error

Review client logs for possible download or communications errors.

Environment

Patch Management 7.1, SP1, SP2 & MP1

Cause

Licensing Nodes are exceeded.
Software Update Plug-in Install and Upgrade Policies are not enabled.
The Altiris Agent is deployed in an image, but the client is restricted from downloading plug-in packages from the Notification Server.
A repair of Patch Management was run without logging on with Application Identity credentials, and this transferred the rights for control of Patch Default Filters to the logged on user.
The Notification Server may be dealing with other processes and returns a 'busy' response to the client. Error in client log: Description: Server is busy: retrying POST event.
The Altiris Agent deployment settings are configured to roll out the Agent with an admin account, rather than the Application Identity credentials.
The NS.Weekly Scheduled Task and other scheduled tasks are configured to run with the Domain Admin Credentials.
The cloned Default Software Update Plug-in Policy targeting the affected client was generated from another cloned policy. Agent logs will show the following error: Failed to get SoftwareUpdateAgent from Symantec Management Agent.
Corrupted Software Update Plug-in installation on the client.
Corrupted Patch Management Solution files; bad resource associations for install packages.
A Separate App Pool is implemented and configured with 'Requested Queue Limit' to run higher than 1000.

Solution

Work through the following to resolve each issue:

Contact your Sales Representative: 1-800-721-3934 opt.#5
Enable the needed policies. Ensure the upgrade is enabled. Set these to run ASAP and on a repeating schedule to ensure the clients are able to get the plug-in.
Check communications and ensure downloading is allowed for the client. In some instances the client's host file has been altered to prevent downloading.
The ownership of Patch Default Filters needs to be updated to the Application Identity (App ID) in SQL. To confirm this is the issue:
- Log onto the Notification Server with Application Identity Credentials
- Drill down on the Console > Settings > All Settings > Software > Patch Management > Microsoft Settings. Check the targeted filter count. If that count displays 0 then this is a problem.
  - The location for these policies is outlined on KM: HOWTO9835
  - If this is confirmed as the issue, please contact support to work through the process to update the App ID's ownership in SQL: 1-800-721-3934
Run the Software Update Plug-in Install policy on a schedule that does not interfere with other Notification Server Processes.
Disable the setting: 'Use the following admin account instead of Application Credential' on the Altiris Agent Installation Options. Set to run with App ID.
- Drill down on the Console > Settings > All Settings > Agents/Plug-ins > Symantec Management Agent > Settings > Symantec Management Agent Install - Install Agent Tab in the right pane and select the 'Settings' button.
Configure the NS.Weekly Scheduled Task to run with user: NT AUTHORITY\SYSTEM
Recreate the Clone of the Default Software Update Plug-in Policy and configure Software Update Cycle / Reboot Notifications as needed. Ensure the new clone is created from the Default Software Update Plug-in Policy. Delete the old clone and ALL other clones that are no longer needed, for they can cause conflicts for targeted clients.
Download the Software Update Plug-in msi file from the NS, save the file to the client's Desktop; and run a repair on that msi:
- Remote to the client
- Open the Altiris Agent GUI
  - Select the Software Delivery Tab
    - From the left-blue pane expand Options; enable the top 3 options
      - Show Scheduled tasks and packages
      - Show internal tasks and packages
      - Show expired packages
    - From the right paned name Policy
      - Double-click the Software Update Plug-in Install (or Upgrade) Policy
      - View the opened Popup: Package and task properties
        
        Go to the Download History tab
        
        Click the URL/UNC for the package under the 'Source location'
        
        Save the package to the client's Desktop
- Right-click on the Altiris Patch Management Agent Install msi file; run a repair on the Software Update Plug-in.
Run a repair of Patch Management (follow a KB for your version: 6.2: HOWTO6294; 7.0: HOWTO9725; 7.1: HOWTO47868).
Configuration of a Separate App Pool for Patch Management is detailed on KM: TECH201682