Symantec Management Platform (Notification Server)

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  • 1.  Managed Software: Managed Software discovers PCAnywhere version 12.5.0.618 but NOT version 12.5.0.675

    Posted Aug 25, 2011 06:28 PM

    I installed a custom PCAnywhere version 12.5.0.675 package on several machines before upgrading to SMP 7.1.This week, I migrated approximately 170 machines to SMP 7.1. Some of these machines had PCAnywhere 12.5.0.675 on them. The rest did not have any version of PCAnywhere on them. I configured policy in SMP 7.1 to install PCAnywhere on any machines on which PCAnywhere was not detected.  

    After collecting a full inventory on all 170 machines in the console, only 83 machines are listed as having PCAnywhere installed when I view the default PCAnywhere Product under Managed Software. These 83 machines show that they have the default version, 12.5.0.618, that is installed by the default package in SMP 7.1 installed. None of the 12.5.0.675 machines are visible.

    I tried creating a custom Managed Software product (with the 'Include components associated with other products ' option ticked) to locate the 12.5.0.675 machines, but none of the 12.5.0.675 installations are displayed no matter which combination of search terms I use. Regardless, I would expect the results to appear in the default query as it is displayed above.

    Troubleshooting

    I verified that the 12.5.0.675 version of PCAnywhere is being picked up by inventory. I ran a query against the Inv_AddRemoveProgram table and limited the results to the 'Symantec PCAnywhere' DisplayName field. The query returned 168 results. Next, I expanded the query to break the data apart by version on got the results below. Software inventory is, in fact, discovering the 12.5.0.675 installations. 

    DisplayName _SoftwareComponentGuid DisplayVersion Count
    Symantec pcAnywhere B1583F99-0C67-4B2E-A992-D0E4C71DB40F 12.5.0.618 83
    Symantec pcAnywhere A83D0245-28B3-4762-A0C3-E2A2B10BC071 12.5.0.675 85

    Next, I looked up one of the 12.5.0.675 machines in resource manager and checked out the installed software data class.  The _SoftwareComponentGuid (bold, above table) for 12.5.0.675 is listed in the InstalledSoftware data class.

    12.5.0.675 appears in the Add/Remove data class as well.

     

    However, it does not appear in the Inventory Summary view under licensed software.

     

    I checked the Inventory Sumary view on a machine with version 12.5.0.618 installed and verified that PCAnywhere is listed in the Inventory Summary view under licensed software.

    Summarily, it looks as though PCAnywhere version 12.5.0.675 is being picked up by inventory but that it is not being filtered into the Managed Software view.

    Any help that anyone can offer towards adding the 12.5.0.675 mahcines to the Managed Software view would be very much appreciated. Has anyone else had this issue with PCAnywhere or any of the other built-in software products? Thanks!



  • 2.  RE: Managed Software: Managed Software discovers PCAnywhere version 12.5.0.618 but NOT version 12.5.0.675

    Posted Aug 26, 2011 02:35 PM

    Samething happes when you have a pre-built Adobe Acrobat package that you use to deliver the software. However, once inventory reports in the first time, the software portal pulls in a new "Acrobat Software Product" with no way to link your existing package to it. This seems to be an issue with Asset. As the manage software uses this info to tie in licensing. Unfortunately they don't give you a way to manually link an existing deliverable software resource to a software component. I think this is where the problem is with the new Software Console. As the software component seems to be the parent for software managment.

    FYI... don't use the "Resolve Duplicate Software Resources". It just makes things worse. crying



  • 3.  RE: Managed Software: Managed Software discovers PCAnywhere version 12.5.0.618 but NOT version 12.5.0.675
    Best Answer

    Trusted Advisor
    Posted Sep 01, 2011 12:07 PM

    Did you apply the HF1 package?

    I had a similar thing that no matter what I did my managed software product for Adobe Reader 10 would not include Adobe Reader 10.1 (but 10.0, 10.0.1, etc) but things started working perfectly after applying it.

    Try this:

    http://www.symantec.com/business/support/index?page=content&id=HOWTO58413



  • 4.  RE: Managed Software: Managed Software discovers PCAnywhere version 12.5.0.618 but NOT version 12.5.0.675

    Posted Sep 02, 2011 01:34 PM

    Thanks for the heads up! I installed this earlier in the week and didn't think to check to see if it fixed the issue. I just took a look and I'm now showing both versions of PCAnywhere under the Managed Software item.

    Mike