Issue: Certain Altiris products (listed below) add their dependencies and/or data classes into resource types that CMDB Solution manages, such as computers. Sometimes when these other Altiris products are upgraded, repaired or uninstalled, their dependencies and/or data classes become broken or corrupted. When this happens, CMDB loses its functionality of being able to edit or save these resource types.

The Altiris products that are known to potentially cause this are:
 

• Altiris Patch Management for Dell Servers (third party).
• Arellia products (third party).
• Backup Exec System Recovery.
• Data Loss Prevention Integration Component (DLP-IP). Note: DLP-IP should not be confused with the non-Altiris DLP product, which is unrelated to this issue.
• Dell Management Console (third party). Note: DMC should not be confused with Dell Client Solution (DCS), which is a different product.
• Inventory Solution.
• Patch Management Solution.

Solution:
 

1. Review the Symantec Management Platform error message or the Altiris server logs to determine which other Altiris product is the cause. (Refer to the example errors from the Error section.)
2. On the Symantec Management Platform server, in Symantec Installation Manager, perform a repair of the problem Altiris product identified by the error message. If this is no longer installed, temporarily reinstall it and then check if that alone resolved the issue. If not, then repair it. Notes: (1) Ensure that the same version of the problem product is re-installed. Newer versions may be available and will be selected by default. For example, if 7.1 SP1 was the prior version of a product, SP2 will be automatically selected (as it is the current version as of the time of this article's publication). The user will want evaluate first if an upgrade is desired, as this will not only upgrade the product but also the core Symantec Management Platform. That may then introduce other upgrade issues. (2) If the problem product was reinstalled and this resolved the issue, uninstalling it again may result in the issue re-occurring. The user can choose to leave this installed but unused to enable its dependencies and/or data classes to continue to work, if so.
3. Repair CMDB Solution.
4. If repairing the problem product and CMDB fail to resolve the issue, if the problem product has data classes that appear when editing CMDB resource types, disable seeing these by using the instructions in the following article:
   
   How to disable seeing certain data classes when editing resources
   http://www.symantec.com/business/support/index?page=content&id=HOWTO81834
    
5. If repairing the problem product and CMDB fail, and disabling the problem product's data classes (if applicable) that appear when editing CMDB resource types fail, a special SQL script can be used to completely and permanently remove the problem product's dependencies from the database. This can only be used if the user never plans on ever using this problem product again in the future, as this is a permanent irreversible change to the database. If the user wants to try this, please contact Symantec Technical Support as this SQL script is attached internally to this article that only Technical Support has direct access to. Note: It is strongly recommended that the user back up the Symantec_CMDB database before running the SQL script.
6. If all CMDB-facing solutions (steps 1 through 5) fail to resolve the issue, the only option left is to contact the technical support team that the problem product is supported by. They can help troubleshoot this issue further, such as by performing an in-depth analysis of the issue by running the Altiris Profiler diagnostics tool.

Other causes

There are many similar related articles about this error in the Symantec Knowledge Base. The full error details of the entire error often will tip the user off to what the issue is, whether that is a missing or corrupted other Altiris solution, etc. Search the KB for the specific error to find other related articles with specific solutions.

For Dell Management Console and Dell Client Solution, generally, this issue should not be confused the similar issue, discussed in the following article:

Trying to uninstall Dell Client Solution or Dell Management Console results in errors, or, having them installed results in resource errors
http://www.symantec.com/business/support/index?page=content&id=TECH167462

Therefore, it's SQL scripts should not be used to resolve this article's issue. If all else fails, however, they can be, to see if they help.

Runtime error

If a generic "runtime error" appears as the "full" error details, this is actually not the real error. As the full message shows, error reporting has been disabled (by default) on the Symantec Management Platform server. Reproduce the issue on the server to get the real full error details or enable error reporting by following the instructions on the false error to then see these on a workstation. Then, the cause can be directly analyzed.