Errors occur when trying to create or edit an asset such as a computer

Article:TECH198042  |  Created: 2012-10-08  |  Updated: 2013-11-13  |  Article URL http://www.symantec.com/docs/TECH198042
Article Type
Technical Solution


Issue



When trying to create or edit an asset such as a computer, the error "Server Error in 'Altiris/AssetContractCommon' Application" occurs. Or, other errors may occur, such as when trying to save an asset, for example, "<data class> cannot be null." This prevents the asset from being able to be created or edited. A variation of the error is "An error occurred loading the page. Please check the log for details."


Error



Server Error in 'Altiris/AssetContractCommon' Application.

Full error details then follow below this. For example:

File or assembly name Altiris.<Solution name>, or one of its dependencies, was not found.

Note: The error may reference enabling error reporting on the Altiris server via the web.config file. This actually is not an error and provides no useful information, but is telling the user that workstation-level error reporting is disabled. To see the real error, reproduce the issue directly on the Altiris server or enable workstation-level error reporting,as the instructions in the "error" describe.

In the Altiris server logs, errors pointing to the specific failing Altiris product will appear. For example,

"File or assembly name Altiris.PatchManagementSolution, or one of its dependencies, was not found." -- refers to Patch Management Solution.

Or,

"An unexpected exception has occured (GUID: <guid> (<guid>), DataClassTable: Inv_Vontu_DLPAgent_Info, Exception: System.Data.SqlClient.SqlException: Invalid object name 'Inv_Vontu_DLPAgent_Info'.
at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection) -- refers to DLP-IP.

Or,

"FileNotFoundException: Could not load file or assembly 'Altiris.DellCM.Patch, Version=3.0.0.0, Culture=neutral, PublicKeyToken=<key>' or one of its dependencies. The system cannot find the file specified.]" -- refers to Altiris Patch Management for Dell Servers Solution.

Or,

"Exception encountered: Altiris.NS.Exceptions.AeXException: An unexpected exception has occured during CreateInstance. (Assembely:Altiris.NetworkInventoryTask, Version=7.0.0.0, Culture=neutral, PublicKeyToken=<key> Type:Altiris.NetworkInventoryTask.CustomTypes.SNMPResourceDataClass) ---> System.IO.FileNotFoundException: Could not load file or assembly 'Altiris.NetworkInventoryTask, Version=7.0.0.0, Culture=neutral, PublicKeyToken=<key>' or one of its dependencies. The system cannot find the file specified." -- refers to Inventory Solution.

Or,

"An unexpected exception has occurred during CreateInstance" with information then specifying the file and product that caused the issue.


Cause



Various.


Solution



Note: This article is primarily applicable to when the user is in an out of box security role and this issue occurs. If this issue only occurs while in a custom security role, instead first refer to the following article. If this isn't any help, then continue with this article.

Error "Server Error in 'Altiris/AssetContractCommon' Application" occurs when trying to create or edit an asset while in a custom security role
http://www.symantec.com/business/support/index?page=content&id=TECH209750

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 cause is the other product therefore; CMDB has little to no control over this.

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 and the Altiris server logs to determine which other Altiris product is the cause, henceforth referred to as the "problem product". (Refer to the example errors from the Error section.)
  2. If the problem 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
     
  3. If step 2 did not resolve the issue, on the Symantec Management Platform server, in Symantec Installation Manager, perform a repair of the problem product identified by the error message. If the problem product is not installed, the customer can choose to temporarily reinstall this to perform the repair. This must be the same version of the problem product that was uninstalled. Note: This step is optional but often helps if it can be performed. Later, the problem product and be re-uninstalled (but which may then cause the issue to occur again).
  4. In Symantec Installation Manager still, repair CMDB Solution.
  5. If steps 3 and 4 did not resolve the issue, 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 customer never plans on ever using this problem product again in the future as this is a permanent irreversible change to the database. If the customer wants to try this, please contact Symantec Technical Support as this SQL script is attached internally to this article that only Symantec Technical Support has direct access to in the notes of this article. Note: It is strongly recommended that the customer 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 or third party company that the problem product is supported by. They will then provide any further help troubleshooting this issue.


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. Information about this can be found in the following article:

Error "Server Error in '/Altiris/application_name' Application occurs when accessing a specific area in the Symantec Management Platform Console
http://www.symantec.com/business/support/index?page=content&id=TECH207891




Article URL http://www.symantec.com/docs/TECH198042


Terms of use for this information are found in Legal Notices