Symantec Management Platform (Notification Server)

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  • 1.  Missing processor class

    Posted Dec 11, 2014 07:19 AM

    Hello

    I have a problem with processor data gathering process. The issue concerns 15 machines (VMs) with OS Windows Server 2003. I can find missing data regarding CLN HW Processor.bak file:

           <data>

                  <resource>

    <row c6="9" />

                 </resource>

          </data>

    also CLN HW Processor Name Windows file is empty.

    Below you can find the steps I have already performed in order to fix the issue:

    • reinstall altiris agent
    • reinstall inventory plugin
    • install Microsoft Hotfix for Windows Server 2003 - KB932370
    • check WMI: Win32_Processor and Win32_ComputerSystem
    • agent logging (trace level enabled): I found the following messages:  
      • The data class does not have condition specified
      • CXMLDOMNodePtr::GetAttributeValue() error

    Please could you give any hints in order to find source which causing this problem?



  • 2.  RE: Missing processor class

    Broadcom Employee
    Posted Dec 15, 2014 02:58 PM

    Hi! 

    You mean that now this problem is really fixed by "Microsoft Hotfix for Windows Server 2003 - KB932370"  but Inventory Agent unable to retrieve number of processors?

    1. Does Microsoft Performance Monitor is able to see current number of processors on Win 2003 server?
    2. Were you able to execute WQL to see available number of Processors on Win 2003 Server?

    Thanks,

    IP.



  • 3.  RE: Missing processor class

    Posted Dec 16, 2014 02:55 AM

    Thanks for the reply,

    It was a solution of the problem to install KB932370 for some machines (Win Server 2003) which had missing processor class or no values in fields NumberOfCores and NumberOfLogicalProcessors.

    Answering your question, yes, I am able to see current number of processors on Windows 2003 Server and also can successfully execute WQL:

    - Win32_ComputerSystem - NumberOfProcessors property has correct value

    - Win32_Processor - NumberOfCores and NumberOfLogicalProcessors properties have correct values

    cpu.jpg

     

    Unfortunately Inventory Agent is still unable to collect CPU information. Processor name does not contain any special characters so Inventory Pointfix 3256377 (http://www.symantec.com/docs/TECH208586) also didn't help.



  • 4.  RE: Missing processor class

    Broadcom Employee
    Posted Dec 16, 2014 04:07 AM

    Hi!

    Please check this link as well

    The Family attribute of the Win32_Processor Windows Management Instrumentation (WMI) class returns incorrect values for some processors that run on a Microsoft Windows Server 2003-based computer. This class returns a value of 0xB9 (185) for the AMD64 Athlon 64 Processor family. The correct value is 0x83 (131).

    About Win32_Processor class: http://msdn.microsoft.com/en-us/library/aa394373%28v=vs.85%29.aspx)

    Does Agent still throw same errors in log during inventory scan, even after Inventory Pointfix installation?

    Thanks,

    IP.



  • 5.  RE: Missing processor class

    Posted Dec 16, 2014 06:00 AM

    Hi

    I have checked Win32_Processor and the Family attribute returns 0x2 (2) which means "Unknown". The name of processor is Quad-Core AMD Opteron for one of problematic servers.

    After Inventory Pointfix installation there is still no change regarding errors in log files and CLN HW Processor.bak file presents still the same data: <row c6="9" />

    Seems that WMI running fine. What can be other possible sources of such issue ?



  • 6.  RE: Missing processor class

    Broadcom Employee
    Posted Dec 16, 2014 02:21 PM

    I'll suggest to compare current InvConfigSln.xml file from $\Program Files\Altiris\Altiris Agent\Agents\Inventory Agent\ with provided in http://www.symantec.com/docs/TECH208586

    If they both files are identical, then please check Agent log out put, during inventory scan with fixed InvConfigSln.xml file:

    • Is there any other error in log out put or there are new?
    • Please check "NT Event" log out put as well


  • 7.  RE: Missing processor class

    Posted Dec 17, 2014 03:39 AM

    Both files InvConfigSln.xml are identical. There are no errors in NT event log out put during inventory scan.

    Please find below additional agent logs:

    1.jpg

    3.jpg



  • 8.  RE: Missing processor class

    Broadcom Employee
    Posted Dec 17, 2014 07:24 AM

    If fix doesn't work on your servers, then you'll better open a case for support about this issue.

    What version of Symantec Management Agent and Inventory Solution Agent you are using?



  • 9.  RE: Missing processor class

    Posted Dec 17, 2014 07:47 AM

    I am using Symantec Management Agent version 7.1.15450.8450 and Altiris Inventory Agent version 7.1.7875 but I also tested version 7.5 with the same result. As you suggested I'll try to open a case for support.

    Thanks