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Macs are disappearing from the console randomly

Created: 16 May 2014 | 14 comments

I am having an issue where my macs I've recently installed the SMP client on are disappearing randomly from my Console.  Once they are rebooted they will show back up but all the inventory and anything else collected on them is gone.  I've also noticed connectivity issues while users are logged into the machine with the client constantly connecting and disconnecting.  So far I have one that connects and disconnects but stays in the console, and two that will not stay in the console or stay connected.

 

When we go the agent and look under General it states the service is not running and the server name and everything is blank.

 

Operating Systems:

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SK's picture

How was the sma installed?

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Igor Perevozchikov's picture

Hi,

does ULM Agent log has useful information there to explain why it happens?

  • /opt/altiris/notification/nsagent/var/aex-..log

Also please check whether Mac client has 1 targeted agent settings policy with correct NS server address or there is a second one?

  • You check what policies are on you Mac client computer now

PolicySummary_0.jpg

And then check what settings are in "User control" and "Advanced" tab: Maybe it redirects from 1 NS server to another NS due such settings in "Targeted Agent Settings" - "Advanced" tab:

TargetedSettings.jpg

Thanks,

IP.

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ziggy's picture

I am having the same thing, plus some mac agents are installing and merging with a previously installed Windows agent.  thier is some deep seeded hoodoo magic going on.

We are at 7.5 sp1 and no mac agents are upgrading installing succesfully.  i have a case opened but no luck yet!  getting pretty disapointed.

Igor Perevozchikov's picture

Hi ziggy,

you mean that no mac agent are upgrading and installing successfully, due this mystery resource merge?

Or ULM Agent upgrade/install log (/opt/altiris/notification/nsagent/var/..log )shows exact reason why it is unable to be successfully upgraded/installed?

  1. Don't forget that, first you can find an answer for your question in Knowledge base
  2. If answer solves your question, then please mark as solution to close a thread
ziggy's picture

Both.  For a fresh install though:

 

3250-d25mn0dvf8:~ administrator$ chmod u+x aex-bootstrap-macosx && sudo ./aex-bootstrap-macosx http://altirisns101.employee.directory.jccc

Verifying archive integrity... All good.

Uncompressing Symantec Management Agent Installer 7.1.8280 Removing already existing file './AltirisAgentInstaller'

Removing already existing file './AltirisAgentInstaller.data/AltirisAgentInstaller-bin'

Removing already existing file './AltirisAgentInstaller.data/gcc/libgcc_s.1.dylib'

Removing already existing file './AltirisAgentInstaller.data/gcc/libstdc++.6.dylib'

x ./AltirisAgentInstaller

x ./AltirisAgentInstaller.data/

x ./AltirisAgentInstaller.data/AltirisAgentInstaller-bin

x ./AltirisAgentInstaller.data/gcc/

x ./AltirisAgentInstaller.data/gcc/libgcc_s.1.dylib

x ./AltirisAgentInstaller.data/gcc/libstdc++.6.dylib

 

INFO: NS Name specified in both config file and command line. Using file, NS used will be: altirisns101.employee.directory.jccc

INFO: Getting Package: http://altirisns101.employee.directory.jccc/Altiris/NS/NSCap/Bin/Unix/Agent/Mac/Universal into temp dir: /opt/altiris/notification/nsagent/.tmp_inst

INFO: Failed getting Package, Msg: Failed to obtain the list of files to download: HTTP server returned an error, 404, http://altirisns101.employee.directory.jccc/Altiris/NS/NSCap/Bin/Unix/Agent/Mac/Universal/

ERROR: Package download failed, Agent Install failed.

 

 

 

but thier is no http://altirisns101.employee.directory.jccc/Altiris/NS/NSCap/Bin/Unix/Agent/Mac/Universal/ folder

 

Igor Perevozchikov's picture
  1. That was upgrade of NS server to 7.5 SP1 or clean install? (If upgrade, then does "Legacy Agent Communication" is enabled on NS Server?
  2. You have any Package Server(s)? (7.5 SP1 ULM Agent packages are downloaded and in ready state on Package Server?)
  3. "NS.Package Refresh" scheduled task successfully executes and there is no errors in Log Viewer on NS Server, related to "Unable to refresh codebases"?
  4. If you have any "Site" created on Site Server Management Page in SMP Console, then does it include all required subnets, where your Mac clients are running?
  5. http://altirisns101.employee.directory.jccc/Altiris/NS/NSCap/Bin/Unix/Agent/Mac/Universal/ 
  • This virtual directory links to NSCap folder. Make sure that packages are there on NS server               \\NS hostname\NSCap\bin\Unix\Agent\Mac\ 

 

Here I see some similar KB but about Symantec Management Agent for Windows. I'm not sure that your problem is same as this http://www.symantec.com/docs/TECH178473

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  2. If answer solves your question, then please mark as solution to close a thread
ziggy's picture

upgrade, and LAC is on by default, and is still on. Packages on on the site servers, and the clients are in subnets served by the site servers.  I was able to push the agent via console to a mac, but not all the plugins are being installed (cause it isn't downloading the packages even though the client has the policy and everything) so something else is horky, like the script reference above for a new client install to a folder that doesn't exist????

 

Andrei Fedulin's picture

Hi ziggy,

It seems you are using pull isntall method with old(7.1 I guess) aex-bootstrap.

However it was changed in 7.5 SP1, hence you should try to get new bootstrap and pull install agent using new one.

You can get it from next location on you NS server /Altiris/NS/NSCap/Bin/Unix/AgentInstall/Mac/x86/

so url for bootstrap should be

http://altirisns101.employee.directory.jccc/Altiris/NS/NSCap/Bin/Unix/AgentInstall/Mac/x86/aex-bootstrap-macosx

and during installation bootstrap should try to download installation packages from

 http://altirisns101.employee.directory.jccc/Altiris/NS/NSCap/Bin/Unix/Agent/Mac/x86

What about upgrade? which plugins cannot get installed? Can you enable devnote logs on client machine and run aex-swdapm on it to force pending installation and share log with us.

P.S.

please open new thread where we can discuss your specific problem without mixing problem reported by mmethews and your one.

Thanks,

AndreiF

Andrei Fedulin's picture

Hi mmethews,

Can you please add more details on the issue you have.

1. It seems you have merge between diff macs? Can you check "Merged Resources" report to confrim that? (Reports>Notification Server -> Server > Resource Reports > Merged Resources). Check on which key merge occurs.

2. If you can get two machines (which are merged) - run `aex-helper info resource` to get all resource keys and compare between two macs.

3.  Mac , which state it is not runnning, is it the same machine that appeared/disappeared from console before/after boot?. Even if merge occured, agent still should be running  and communicate with NS. If it is another machine, then it seems to be another problem. (If it was freshh install - which method was used? pull install using bootstrap or native package installation? if last one(you have installed only AltirisAgent.pkg  manually) , then you should configure agent manually and point it to your NS using `aex-configure -iconfigure` utility located under /opt/altiris/notification/nsagent/bin; and you should also install other packages like AltirisBaseTaskHandlers.pkg , AltirisClientTaskAgent.pkg and others located in the same location from which you got AltirisAgent.pkg)

 

Thanks,

AndreiF 

 

Arty_Ziff's picture

Hi there,

I'm interested in the failing to download part of this.  We have the same issue with some of our MAC clients not able to get to the directory and returning an error of unbale to download.  Did this get resolved?

 

Andrei Fedulin's picture

Hi Arty,

Can you confirm if you are using pull install method ? If so make sure you are using correct aex-bootstrap(old aex-bootstrap from previous releases won't work).

Also post you error you have seen

Thanks,

AndreiF

Arty_Ziff's picture

Hi there,

 

Verifying archive integrity... All good.

Uncompressing Symantec Management Agent Installer 7.5.3153

Removing already existing file './AltirisAgentInstaller'

Removing already existing file './AltirisAgentInstaller.data/AltirisAgentInstaller-bin'

Removing already existing file './AltirisAgentInstaller.data/libgcc_s.1.dylib'

Removing already existing file './AltirisAgentInstaller.data/libstdc++.6.dylib'

x ./AltirisAgentInstaller

x ./AltirisAgentInstaller.data/

x ./AltirisAgentInstaller.data/AltirisAgentInstaller-bin

x ./AltirisAgentInstaller.data/libgcc_s.1.dylib

x ./AltirisAgentInstaller.data/libstdc++.6.dylib

 

INFO: Creating Default Config file.

INFO: Getting Package: http://xxxxxxxxxxxx.xxxxx.com/Altiris/NS/NSCap/Bin/Unix/Agent/Mac/x86 into temp dir: /opt/altiris/notification/nsagent/.tmp_inst

INFO: Failed getting Package, Msg: Download failed

ERROR: Package download failed, Agent Install failed.

Yes we are.

 

 

Arty_Ziff's picture

Hi there,  yes we are

The results from our MAC machines.

Verifying archive integrity... All good.

Uncompressing Symantec Management Agent Installer 7.5.3153

Removing already existing file './AltirisAgentInstaller'

Removing already existing file './AltirisAgentInstaller.data/AltirisAgentInstaller-bin'

Removing already existing file './AltirisAgentInstaller.data/libgcc_s.1.dylib'

Removing already existing file './AltirisAgentInstaller.data/libstdc++.6.dylib'

x ./AltirisAgentInstaller

x ./AltirisAgentInstaller.data/

x ./AltirisAgentInstaller.data/AltirisAgentInstaller-bin

x ./AltirisAgentInstaller.data/libgcc_s.1.dylib

x ./AltirisAgentInstaller.data/libstdc++.6.dylib

 

INFO: Creating Default Config file.

INFO: Getting Package: http://MYNS.XXXXXXX.com/Altiris/NS/NSCap/Bin/Unix/Agent/Mac/x86 into temp dir: /opt/altiris/notification/nsagent/.tmp_inst

INFO: Failed getting Package, Msg: Download failed

ERROR: Package download failed, Agent Install failed.

 

So there is something a miss.

Regards,

 

Arty_Ziff's picture

Hi there,

 

Yes we are

Verifying archive integrity... All good.

Uncompressing Symantec Management Agent Installer 7.5.3153

Removing already existing file './AltirisAgentInstaller'

Removing already existing file './AltirisAgentInstaller.data/AltirisAgentInstaller-bin'

Removing already existing file './AltirisAgentInstaller.data/libgcc_s.1.dylib'

Removing already existing file './AltirisAgentInstaller.data/libstdc++.6.dylib'

x ./AltirisAgentInstaller

x ./AltirisAgentInstaller.data/

x ./AltirisAgentInstaller.data/AltirisAgentInstaller-bin

x ./AltirisAgentInstaller.data/libgcc_s.1.dylib

x ./AltirisAgentInstaller.data/libstdc++.6.dylib

 

INFO: Creating Default Config file.

INFO: Getting Package: http://xxxxxxxx.xxxxxx.com/Altiris/NS/NSCap/Bin/Unix/Agent/Mac/x86 into temp dir: /opt/altiris/notification/nsagent/.tmp_inst

INFO: Failed getting Package, Msg: Download failed

ERROR: Package download failed, Agent Install failed.

There is something amiss here.