Unable to load the SMP Console: Menus are displayed but Internet Explorer freezes and become non-responsive

Article:TECH176200  |  Created: 2011-12-05  |  Updated: 2012-09-06  |  Article URL http://www.symantec.com/docs/TECH176200
Article Type
Technical Solution


Environment

Issue



Customer reported that when trying to open the Symantec Management Platform (SMP) Console Internet Explorer (IE) becomes non-responsive.

The SMP Console opens, you can see the Menus on the top but after that IE freezes, at that point you need to kill IE process.

Customer mentioned that if they open the SMP Console from another machine, it opens just fine. No errors were noticed in the NS Logs.


Error



The only reference of what the SMP Console was doing were in the IIS Logs:

2011-11-21 22:45:04 W3SVC1 SMPSDS ::1 GET /Altiris/ActivityCenter/Default.aspx viewGuid=0b9ae490-217c-48df-8f7f-2cda1cdd2a00&&ConsoleGuid=1b22db4e-a898-443f-9b99-855b1653d3f5 80 SMPSDS\SMPSuser ::1 HTTP/1.1 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) ASP.NET_SessionId=zzw2hc45csk0ka55uuzhqdjp http://localhost/altiris/console/default.aspx localhost 200 0 10845 820 2031


2011-11-21 22:45:04 W3SVC1 SMPSDS ::1 GET /Altiris/ActivityCenter/Silverlight.js - 80 SMPSDS\SMPuser ::1 HTTP/1.1 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) ASP.NET_SessionId=zzw2hc45csk0ka55uuzhqdjp http://localhost/Altiris/ActivityCenter/Default.aspx?viewGuid=0b9ae490-217c-48df-8f7f-2cda1cdd2a00&&ConsoleGuid=1b22db4e-a898-443f-9b99-855b1653d3f5 localhost 200 0 3233 612 187
 

2011-11-21 22:45:04 W3SVC1 SMPSDS ::1 GET /altiris/console/Header.aspx trackPageUrl=http%3A//localhost/Altiris/ActivityCenter/Default.aspx%3FviewGuid%3D0b9ae490-217c-48df-8f7f-2cda1cdd2a00%26%26ConsoleGuid%3D1b22db4e-a898-443f-9b99-855b1653d3f5 80 SMPSDS\SMPuser ::1 HTTP/1.1 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) ASP.NET_SessionId=zzw2hc45csk0ka55uuzhqdjp http://localhost/altiris/console/default.aspx localhost 200 0 242 588 46


Environment



ITMS 7.1 SP1


Cause



Incorrect or partial installation of Java. Activity Center has a process that starts Java (for one of the right-click java applets).


Solution



After looking in the IIS Logs when trying to load the SMP Console noticed that the last call was made by Activity Center, in this case the SMP Console was trying to load "GET /Altiris/ActivityCenter/Silverlight.js".

With the entry above we started to consider that the issue was related to a process that called Activity Center. If we opened a page that didn't have an Activity Center tied-in, like

http://localhost/Altiris/Console/MenuEdit.aspx

it opened just fine and the SMP Console was responsive. However, as soon as we hit one of the Activity Center pages, like Manage>Computers then the issue came back.

After few attempts to fix this issue it was discovered that Java was not properly installed. It had the 64x version installed but not the 32x one. After removing Java and installing the 32x version, the SMP Console opened properly.




Article URL http://www.symantec.com/docs/TECH176200


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