Altiris Infrastructure Monitor Pack errors after uninstall

Article:TECH25987  |  Created: 2007-01-16  |  Updated: 2007-02-06  |  Article URL http://www.symantec.com/docs/TECH25987
Article Type
Technical Solution


Issue



Uninstalling the "Altiris Monitor Pack for Altiris Infrastructure 6.0" may not uninstall cleanly.

Symptoms include:

  • License for "Altiris Monitor for Altiris Infrastructure Solution" still exists in "Licensing" page of Notification Server.
  • Policies still exist for "Notification Server Monitor Metric Installation" and "Notification Server 6.0 - Basic" in Resource Manager for machines that had the Altiris "Notification Server Monitor Metric" installed.
  • The following a.log errors may occur:

    Log File Name: C:\Program Files\Altiris\Notification Server\Logs\a.log
    Priority: 2
    Date: 1/16/2007 10:40:05 AM
    Tick Count: 698251296
    Host Name: [hostname]
    Process: aexsvc.exe (11268)
    Thread ID: 7372
    Module: AltirisNativeHelper.dll
    Source: Altiris.NS.Licensing.ProductManager.GetInstalledProductsDb
    Description: Failed to find assembly for product Altiris Monitor for Altiris Infrastructure Solution. The product will not be included in the list of installed products. Potentially caused by incomplete product uninstall, when msi removed product assemblies but aexconfig did not unconfigure.
    Exception: System.IO.FileNotFoundException: File or assembly name Altiris.Monitor.Altiris, or one of its dependencies, was not found.
    File name: "Altiris.Monitor.Altiris"
       at System.Reflection.Assembly.nLoad(AssemblyName fileName, String codeBase, Boolean isStringized, Evidence assemblySecurity, Boolean throwOnFileNotFound, Assembly locationHint, StackCrawlMark& stackMark) 
       at System.Reflection.Assembly.InternalLoad(AssemblyName assemblyRef, Boolean stringized, Evidence assemblySecurity, StackCrawlMark& stackMark) 
       at System.Reflection.Assembly.InternalLoad(String assemblyString, Evidence assemblySecurity, StackCrawlMark& stackMark) 
       at System.Activator.CreateInstance(String assemblyName, String typeName, Boolean ignoreCase, BindingFlags bindingAttr, Binder binder, Object[] args, CultureInfo culture, Object[] activationAttributes, Evidence securityInfo, StackCrawlMark& stackMark) 
       at System.Activator.CreateInstance(String assemblyName, String typeName) 
       at Altiris.NS.ClassActivator.CreateInstance(String assembly, String type)
    === Pre-bind state information ===
    LOG: DisplayName = Altiris.Monitor.Altiris, Version=6.0.1057.0, Culture=neutral, PublicKeyToken=d516cb311cfb6e4f
     (Fully-specified)
    LOG: Appbase = c:\program files\altiris\notification server\bin
    LOG: Initial PrivatePath = NULL
    Calling assembly : Altiris.NS, Version=6.0.6074.0, Culture=neutral, PublicKeyToken=d516cb311cfb6e4f.
    ===
    LOG: Publisher policy file is not found.
    LOG: Host configuration file not found.
    LOG: Using machine configuration file from C:\WINDOWS\Microsoft.NET\Framework\v1.1.4322\config\machine.config.
    LOG: Post-policy reference: Altiris.Monitor.Altiris, Version=6.0.1057.0, Culture=neutral,
    PublicKeyToken=d516cb311cfb6e4f
    LOG: Attempting download of new URL file:///c:/program files/altiris/notification server/bin/Altiris.Monitor.Altiris.DLL.
    LOG: Attempting download of new URL file:///c:/program files/altiris/notification  server/bin/Altiris.Monitor.Altiris/Altiris.Monitor.Altiris.DLL.
    LOG: Attempting download of new URL file:///c:/program files/altiris/notification server/bin/Altiris.Monitor.Altiris.EXE.
    LOG: Attempting download of new URL file:///c:/program files/altiris/notification server/bin/Altiris.Monitor.Altiris/Altiris.Monitor.Altiris.EXE.


    Log File Name: C:\Program Files\Altiris\Notification Server\Logs\a.log
    Priority: 1
    Date: 1/12/2007 3:45:57 PM
    Tick Count: 868361062
    Host Name: [hostname]
    Process: aexsvc.exe (1828)
    Thread ID: 3520
    Module: AltirisNativeHelper.dll
    Source: Altiris.NS.ClientConfigManagement.ClientConfigManager.GetClientConfigImpl
    Description: Unable to get the client policies for specified resource (Resource: [hostname], Exception: Altiris.NS.Exceptions.AeXException: An unexpected exception has occured during CreateInstance.
    (Assembely:Altiris.Monitor.Solution, Version=6.0.1317.0, Culture=neutral, PublicKeyToken=d516cb311cfb6e4f
    Type:Altiris.Monitor.Solution.MonitorPackPolicy) ---> System.IO.FileNotFoundException: File or assembly name Altiris.Monitor.Solution, or one of its dependencies, was not found.
    File name: "Altiris.Monitor.Solution"
    at System.Reflection.Assembly.nLoad(AssemblyName fileName, String codeBase, Boolean isStringized, Evidence assemblySecurity, Boolean throwOnFileNotFound, Assembly locationHint, StackCrawlMark& stackMark)
    at System.Reflection.Assembly.InternalLoad(AssemblyName assemblyRef, Boolean stringized, Evidence assemblySecurity, StackCrawlMark& stackMark)
    at System.Reflection.Assembly.InternalLoad(String assemblyString, Evidence assemblySecurity, StackCrawlMark& stackMark)
    at System.Activator.CreateInstance(String assemblyName, String typeName, Boolean ignoreCase, BindingFlags bindingAttr, Binder binder, Object[] args, CultureInfo culture, Object[] activationAttributes, Evidence securityInfo, StackCrawlMark& stackMark)
    at System.Activator.CreateInstance(String assemblyName, String typeName)
    at Altiris.NS.ClassActivator.CreateInstance(String assembly, String type)
    === Pre-bind state information ===
    LOG: DisplayName = Altiris.Monitor.Solution, Version=6.0.1317.0, Culture=neutral, PublicKeyToken=d516cb311cfb6e4f
    (Fully-specified)
    LOG: Appbase = c:\program files\altiris\notification server\bin
    LOG: Initial PrivatePath = NULL
    Calling assembly : Altiris.NS, Version=6.0.6074.30, Culture=neutral, PublicKeyToken=d516cb311cfb6e4f.

    LOG: Publisher policy file is not found.
    LOG: Host configuration file not found.
    LOG: Using machine configuration file from C:\WINDOWS\Microsoft.NET\Framework\v1.1.4322\config\machine.config. LOG: Post-policy reference: Altiris.Monitor.Solution, Version=6.0.1317.0, Culture=neutral, PublicKeyToken=d516cb311cfb6e4f
    LOG: Attempting download of new URL file:///c:/program files/altiris/notification server/bin/Altiris.Monitor.Solution.DLL.
    LOG: Attempting download of new URL file:///c:/program files/altiris/notification server/bin/Altiris.Monitor.Solution/Altiris.Monitor.Solution.DLL.
    LOG: Attempting download of new URL file:///c:/program files/altiris/notification server/bin/Altiris.Monitor.Solution.EXE.
    LOG: Attempting download of new URL file:///c:/program files/altiris/notification server/bin/Altiris.Monitor.Solution/Altiris.Monitor.Solution.EXE.

    --- End of inner exception stack trace ---
    at Altiris.NS.ClassActivator.CreateInstance(String assembly, String type)
    at Altiris.NS.ItemManagement.Item.CreateInstance(String strClassAssembly, String strClassType, Guid itemGuid)
    at Altiris.NS.ItemManagement.Item.CreateInstance(String strClassAssembly, String strClassType)
    at Altiris.NS.ItemManagement.Item.GetItem(Guid itemGuid)
    at Altiris.NS.ItemManagement.Item.GetItems(GuidCollection itemGuids)
    at Altiris.NS.ClientConfigManagement.ClientConfigManager.GetClientConfigXml(GuidCollection itemGuids, Hashtable itemConfigXml, Guid resourceGuid, String requestXml, String extraKey)
    at Altiris.NS.ClientConfigManagement.ClientConfigManager.GetClientConfigImpl(String requestXml))


    Log File Name: C:\Program Files\Altiris\Notification Server\Logs\a.log
    Priority: 4
    Date: 1/12/2007 4:43:32 PM
    Tick Count: 871816453
    Host Name: [hostname]
    Process: AeXConfig.exe (2540)
    Thread ID: 6700
    Module: AltirisNativeHelper.dll
    Source: Altiris.NS.StandardItems.Product.ProductInstallation.UninstallItems
    Description: The product item add94b00-36e4-4602-a35b-1252fa9d8d99 does not exist. The product installation item name Altiris Infrastructure Monitor Pack Installation will be used for the product orphan folder.


    Log File Name: C:\Program Files\Altiris\Notification Server\Logs\a.log
    Priority: 2
    Date: 1/12/2007 4:46:26 PM
    Tick Count: 871990093
    Host Name: [hostname]
    Process: AeXNSAgent.exe (7208)
    Thread ID: 7328
    Module: AeXNSAgent.exe
    Source: ConfigServer
    Description: RequestPolicies failed: Unexpected response from URL
    http://[hostname]/Altiris/NS/Agent/GetClientPolicies.aspx?xml=<Request configVersion="2"><WrkstaGuid>[hostname]</WrkstaGuid></Request>&compress=1&hash=cee92492-a27b-1226-61ab-4d29d60220ae: Unable to get the client policies for specified resource (Resource: [hostname], Exception: An unexpected exception has occured during CreateInstance. (Assembely:Altiris.Monitor.Solution, Version=6.0.1317.0, Culture=neutral, PublicKeyToken=d516cb311cfb6e4f Type:Altiris.Monitor.Solution.MonitorPackPolicy)) (-2147418113)


    Log File Name: C:\Program Files\Altiris\Notification Server\Logs\a.log
    Priority: 1
    Date: 1/15/2007 2:00:00 PM
    Tick Count: 197647234
    Host Name: [hostname]
    Process: aexsvc.exe (5232)
    Thread ID: 6264
    Module: AltirisNativeHelper.dll
    Source: Altiris.NS.Licensing.LicensingRefreshItem.RefreshLicenseTable
    Description: Unable to update License table ( Unhandled exception. Type=Altiris.NS.Exceptions.AeXException Msg=Failed to GetLicensingPolicy. ProductGuid=Altiris Monitor for Altiris Infrastructure Solution Src=Altiris.NS StackTrace=
    at Altiris.NS.Licensing.LicensingPolicyMgmtService.GetLicensingPolicyInternal(Guid productGuid)
    at Altiris.NS.Licensing.LicensingPolicyManager.GetLicensingPolicy(Guid productGuid)
    at Altiris.NS.Licensing.LicensingRefreshItem.RefreshLicenseTable()
    Inner exception. Type=System.NullReferenceException Msg=Object reference not set to an instance of an object.
    Src=Altiris.NS StackTrace= at Altiris.NS.Licensing.LicensingPolicyMgmtService.GetLicensingPolicyInternal(Guid productGuid) )

 


Environment



Notification Server 6.0
Monitor Solution 6.0
Monitor Pack for Altiris Infrastructure 6.0.1057

Cause



Certain rows in the SQL database tables have a read-only attribute and thus are not removed properly during uninstall.

Solution



  1.  Make sure the Altiris Infrastructure components have been removed properly.
    • Disable "Notification Server Monitor Metric Installation" rollout policy.
    • "Update Configuration" on the Altiris Agents which have the "Altiris Monitor for Notification Server Metric" installed and/or are Notification Servers.
    • Remove "Altiris Monitor for Notification Server Metric" from Add or Remove Programs on all servers which have it installed.
    • "Send Basic Inventory" from Altiris Agents which had the "Altiris Monitor for Notification Server Metric" installed.
    • Close the NS Console and remove "Altiris Monitor Pack for Altiris Infrastructure 6.0" from Add or Remove Programs.
    • Choose Remove instead of Preserve when prompted in the uninstall.
  2. Remove erroneous rows in SQL database.
    • In Microsoft SQL Enterprise Manager, run the following query:

DELETE FROM Item WHERE ProductGuid='{ADD94B00-36E4-4602-A35B-1252FA9D8D99}'
DELETE FROM Item WHERE ProductGuid='{B1BDAD62-2ADE-43F5-9688-33E3ACA4FD98}'

DELETE FROM Class WHERE Assembly LIKE ('%Altiris.Monitor.Altiris%')

DELETE FROM LicenseStatus WHERE ProductGuid='{B1BDAD62-2ADE-43F5-9688-33E3ACA4FD98}'
 

    • Restart the "Altiris Service" service on the Notification Server that had the "Altiris Monitor Pack for Altiris Infrastructure 6.0" installed.

Legacy ID



31957


Article URL http://www.symantec.com/docs/TECH25987


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