Client Management Suite

Hi All , 

Recently i upgraded SMP from 7.1  to 7.5 SP1 HF1. I am facing issues with client upgrade.

I) When i enable the agent upgrade policy only few clients are upgraded, other clients shows as SMA not installed . Only Inventory plug-in is upgraded and client is uninstalled automatically 

II) pcAnywhere upgrade and install policy not working for few clients . Manual installation of the plug -in works. Tried to clone from the default policy and tested in multiple clients . It works in few machines only. Multiple error codes like 1003 , 1001 even though its a fresh installation

Please help 

SVR

Hello!

1. What says client Agent install logs?

• C:\ProgramData\Symantec\Symantec Agent\InstallLogs\

2. What says client Agent log output?

• C:\ProgramData\Symantec\Symantec Agent\Logs\

3. Also make sure that there is no crash of Agent.

• C:\ProgramData\Symantec\Symantec Agent\CrashDumps\

Need to analyze these logs, to determine potential root cause about what happened before and after upgrade of SMA on client side.

Also make sure that your have enabled "Legacy Agent Communication" on NS server to make possible to communicate 7.1 Agents with 7.5 NS server

Thanks,

IP.

Hi Igor , 

Please find the install logs attached .

Legacy agent communication is automatically enabled after NS upgrade.

Thanks 

SVR

Attachment(s)

InstallLogs_0.zip   6 KB 1 version

Thank you for logs!

According to log it has failed to create AeXNSClient service, during upgrade of Symantec Management Agent

*WARN AeXUtility: CreateService('AeXNSClient'): Failed to create service because the service is marked for deletion, waiting for it to be released, remaining retries 1440

Question:

1. Does this problem occur only on Windows 8.1 Enterprise x64 clients or on another OS as well?

2. Currently there is no AeXNSClient service is running on those problematic clients?

Attempt to solve a problem:

1. You can try to re-install Symantec Management Agent by push from SMP Console for these problematic clients

2. Or manually perform installation of SMA 7.5 SP1 on problematic client, via execution of AeXNSC.exe

Package is located on NS Server. You can download it on client PC from this location.

• \\<Your NS Server address>\NSCap\bin\Win32\X86\NS Client Package\

Thanks,

IP.

Hi Igor , 

Thank you for the log analysis

1) Issue occurs randomly . But most of the affected clients are windows 8.1 x64

2) I can see the Altiris agent service in the client it gives the error ' failed to start ' .

I fixed the issue in multiple machines earlier by re-installation and i am sure it will work !

But that's not the solution that we are looking for as we are planning a massive roll out soon. 

Is there any solution other than Re-installation of SMA  ?

What could be the reason for failure in the creation of service while upgrade?

Thanks in Advance,

SVR 

I haven't seen such problems, but probably there could be many reasons, why it wasn't able to create SMA service during SMA upgrade, such as:

1. Recommended Anti-virus exclusions for all Altiris Agent computers on version 7.1 or later

2. Something related to enabled UAC? http://www.symantec.com/docs/TECH46509

3. There may be several causes which lead to the service being stuck in “marked for deletion"

1. Microsoft Management Console (MMC) is opened. To ensure all instances are closed, run taskkill /F /IM mmc.exe.

2. Services console is opened. This is the same as the previous point, since Services console is hosted by MMC.

3. Event Viewer is opened. Again, this is the same as the first point.

4. The key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ exists.

5. SysInternals' Process Explorer is opened. Closing it should lead to automatic removal of the service.

6. Task Manager is opened.

Does "NT Events" have any information (warning/error), when this failure occured during SMA upgrade on client PC?

Thanks,

IP.

SVR,

if you have same client computers, where SMA 7.1 isn't yet upgraded, then you can open process explorer and determine who is probably 'locking' SMA process (as example).

But anyway, according to SMA upgrade log, SMA process is stopped...

Is there any memorydumps available, related to SMA upgrade process? Please check this location

• C:\ProgramData\Microsoft\Windows\WER\ReportQueue\

II) Please check these links, about PcAnywhere installation problems:

• https://www-secure.symantec.com/connect/forums/pcanywhere-failing-install-exit-code-1003
• https://www-secure.symantec.com/connect/forums/pcanywhere-plug-package-windows-fails-server (1001)

SVR, Do your Win8.1 clients have update 1?  HF2 was just released which includes updated clients with full support for Win 8.1 Update 1.

http://www.symantec.com/business/support/index?page=content&id=DOC7663

Hi Igor, 

I)  

I re-installed SMA in those clients yesterday . I will check with new client and see if there is any error or warning created in NT Events 

I noticed one thing that " the issue mainly happened to clients without  Inventory plug-in (old version 7.1 SP1 MP) " .

When i push new version upgrade to old 7.1 clients without inventory and Application Metering plug in 's the upgrade fails . SMA is uninstalled in the clients but report shows that Inventory plug-in is upgraded.

II )

For pcAnywhere issue , i have already followed the above link and article mentioned 

Fresh installation fails for pcAnywhere plug-in with host only .

Upgrade of plug-in to host only is successful . Manual installation is also successful in these cases 

Is there any possible ways to delete the registry key using some script ?

Thank You 
SVR :)

Hi Joe , 

We don't have windows 8.1 update 1 Machines in our environment now . As mentioned earlier we are facing issues with both windows 8.1 and windows 7 computers

Thank You 

SVR 

What about to use a "Run Script" task and specify there cmd to remove or add required RegKey(s)?

Plese check this link and just change cmd to modify your RegKey path

• https://www-secure.symantec.com/connect/forums/v75-agent-popup-message-restart

Thanks,

IP.

We are also having an issue with the PCAnywhere client installing after upgrading to 7.5 SP1 HF3.  out of 4000 client almost 800 are not installing.  Also looking for a fix.