Philadelphia Security User Group

Anyone out there have suggestions on how to troubleshoot a client that's software inventory isn't updating on NS, even after a update software inventory task is ran?

I put a ticket in, but sometimes the forums come back with help faster so figured I'd post here as well.

It's not all machines, just this one (so far).  It matches the inventory agent of other machines that are working.

In altiris log viewer, I see an error - but not sure if it's related or not.

<<[1] 10/22/2014 9:26:46 AM (AeXSvc) Altiris.NS.ResourceManagement.DataClassImporter.LoadInventoryImpl

Failed to load inventory.
System.Xml.XmlException (System.Xml): Unexpected end of file while parsing Name has occurred. Line 193, position 85.
   at System.Xml.XmlTextReaderImpl.Throw(Exception e)
   at System.Xml.XmlTextReaderImpl.ParseQName(Boolean isQName, Int32 startOffset, Int32& colonPos)
   at System.Xml.XmlTextReaderImpl.ParseAttributes()
   at System.Xml.XmlTextReaderImpl.ParseElement()
   at System.Xml.XmlTextReaderImpl.ParseElementContent()
   at Altiris.NS.ResourceManagement.DataClassImporter.ProcessData(DataClass dataClass, XmlReader reader, Guid resourceGuidOverride, ProcessingDirective processingDirective)
   at Altiris.NS.ResourceManagement.DataClassImporter.LoadInventoryImpl(XmlReader reader, Boolean bProcessData, Boolean bForceSchemaValidation, Guid resourceGuidOverride)

Exception logged from: 
   at Altiris.Diagnostics.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)>>

I'm 7.5 but not SP1.  Been too afraid to upgrade after some major growing pains around 7.5.

Is Software Inventory coming in and not updating?

I've had mixed results deleting the "C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\data\SoftwareCache.xml" file and rerun inventory

I've also been directed by support to delete the computer record from Asset Management and rerun inventory.  I was told there was a bug in Inventory solution where inventory wouldn't update.  In particular it wouldn't remove software.  I needed to install a hotfix and delete my computer records.  While it did work I found this workaround/fix unacceptable on a large scale.

I've also had success deleting the datahash from the resourceupdatemembership table.

Sally,

Is this only effecting one machine/several/all?

PSG

@PSG - so far it's just one workstation.  One of a few 64bit workstations I have out there.  I'm trying to uninstall/reinstall the whole agent now (just uninstalling inventory agent failed on the workstation).  At one point inventory was working on it.

@EathenR - we had that bug with removed software not deleting in CMS prior to 7.5 (we lived with that by running a script to delete software cache every 2 weeks or so) - but new software would always show up on the computer report in that case.  We haven't had that issue since 7.5 either way though.

Thanks for the replies - will report back if the reinstalled agent fixes it.

Uninstalled the Symantec Agent and reinstalled, ran inventory update, still it's reporting the old version of Java and not the new one that shows in add/remove programs.

Deleted the software cache file locally on machine and ran inventory update, CMS still shows old version of Java.

The new local software cache file shows the new version of java (update 71) and not the old (65) that CMS is reporting.  I didn't check the old file before trashing it.

Got a call from support, super helpful. Love when that happens.

Not sure what fixed it, but all of a sudden the inventory was updated on CMS.

We turned on capture events, ran SW inventory update.  He also showed me how to create a targeted software inventory for Java 71.

Something flipped a switch somewhere because then the inventory record cleaned itself up.

Thanks everyone for replying.