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Altiris Serial Number Plus has encountered a problem and needs to Close (NS6)

Created: 20 Aug 2012 • Updated: 29 Sep 2012 | 6 comments
This issue has been solved. See solution.

Hello Everyone,

I am having an issue with new Dell E6530 systems and inventory gathering.  Dell just released this model a few months ago and this is when the problem started.  Our machines for the E6530 are being imaged with XP and our internal applications.  This image is an existing image and was not changed for the E6530, we just install the drivers after the image has been loaded.  Currnetly we have many versions of the Dell lattitude D and E series in our enviroment that work with no issues.  If i install this same image on a E6520 or older, there is no issue.  This is only happening iwth the E6530 and the other 4000 units in our environment are not having this issue.

Here is the issue:

When inventory runs, i get "Altiris Serial Number Plus has encountered a problem and needs to close".  This happens with custom or predefined inventory.  The "Click Here" information names "sndata2.exe" as the culprit.  I have tried replacing the aexsnplus.exe as well as the sndata2.exe with copies from a known good system with no luck.  Checked the knowledgebase and found this article http://www.symantec.com/docs/TECH13012 and followed the solution but it didnt help.  I have also been working with Symantec Support but they have not found a solution either. 

Has Anyone seen this problem and do you have any ideas on how to fix it?

Thanks

J

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ianatkin's picture

I've seen this too. The solution for me was to run aexsnplus with the /sndata16 switch.

The details are here,

http://www.symantec.com/business/support/index?page=content&id=TECH170871

Kind Regards,
Ian./

Ian Atkin, IT Services, Oxford University, UK

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SOLUTION
ianatkin's picture

Just as a bit of extra info... When I encountered this I decided to split my inventory tasks to target those machines which needed the 16-bit switch, and those that did not.

The end result for my inventory is below...

The additional policy fork for machines being younger/older than 4hours is simply to stop the full inventory scans from delaying software compliance for new builds. For the purposes of this serial number detection problem, just pretend they aren't there!

Kind Regards,
Ian./

Ian Atkin, IT Services, Oxford University, UK

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ianatkin's picture

Hi J -are you all sorted here?

Ian Atkin, IT Services, Oxford University, UK

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TwoTone's picture

Just an FYI.

We're currently investigating whether the fix referenced above will correct the same issue that was just reported to us this morning on the Dell Optiplex 7010.

If it does, I believe we'll be implimenting the same type of inventory split that Ian mentioned.

ianatkin's picture

TwoTone -If this works for you, could you post back here?

Ian Atkin, IT Services, Oxford University, UK

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TwoTone's picture

Will do.  We just got the machine attached to an NS in the DEV environment so we can verify it still fails on the old inventory jobs before switching it over to the new ones.