Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.

Patch compliance report showing inaccurate data

Created: 27 Oct 2012 | 7 comments

Hi

Recently we installed MS12-063 patch on several desktop and laptop.

On some of the desktop in when we check compliance by computer report MS12-063 patch showing not installed

After deploying this patch it gets failed on some desktop and when we go to download history and manually tried to installed that patch it showing patch is not applicable for this Internet explorer version.

1) If this is the case then in compliace why it is showing this patch installed pending and 

2) When we download same patch from microsoft website and installed it gets installed successfully but there is no change in compliance report it still showing not installed

Comments 7 CommentsJump to latest comment

Roman Vassiljev's picture

Hello,

Affected machines may require restart in order to apply this update fully - could you please try to restart any of affected machine and check compliance report after reboot?
In case if restart did not resolve issue, please provide some additional information about this issue.

Firstly please clarify what exit code was shown when update installation failed during installation via Patch Management Solution?
Is this issue reproducible on different OS or in some specific OS only?
What version of Patch Management Solution are you using?

When we go to download history and manually tried to installed that patch it showing patch is not applicable for this Internet explorer version

When we download same patch from Microsoft website and installed it gets installed successfully but there is no change in compliance report it still showing not installed

Have I understood correctly that you have downloaded Update from Microsoft site and it was installed without any messages about incorrect version of IE, but similar update, distributed by Patch Management Solution, shows this message in case of manual installation on same machine? Could you please clarify full name of downloaded update and compare its properties(date modified, size) with update downloaded by Patch Management?

Could you please also attach the following files from affected machine(in case if you are using Patch Management Solution 7.1 SP1a or greater):
- STPatchAssessment.log & STPatchAssessment.xml  from "C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{6D417916-467C-46A7-A870-6D86D9345B61}\cache\"
- InstallLog.csv from "C:\Program Files\Altiris\Altiris Agent\Agents\PatchMgmtAgent\"

Thanks,
Roman

CBZ9104's picture

Hi

1) Exit code 1603

2) Patch Management solution 7.1 SP2

3) Issue occured on Windows xp SP3 but only on very few desktop

 

We trying to installed KB2744842 Which is KB of MS12-063

In InstallLog.csv also we found error code 1603

Roman Vassiljev's picture

Hi CBZ9104,

It would be great to see STPatchAssessment.log & STPatchAssessment.xml from affected machine, where assessment scan has detected that patch is not installed, but at same time installation of this patch is failed.

What version of Internet Explorer is installed on affected machine?
Could you please clarify - Is this patch installed successfully in case of manual installation or is it failed too. If it is failed please attach screenshot with error message appearing during installation.

Thank you,
Roman

CBZ9104's picture

Hi Roman

We using Internet explorer version 8

If i download and installed patch from download history of altiris agent it saying it is not applicable for this internet explorer version.

and same patch if i download from microsoft and installed manually it gets installed successfully.

Kindly find attach requested log and xml file.

AttachmentSize
patch logs.zip 44.68 KB
Roman Vassiljev's picture

Hi CBZ9104,

Thank you for the provided files.
Unfortunately it seems that content of XML file was removed during attaching, but I have found some details in attached log file.

As I see, assessment scan detects that IE 6 is installed on machine (not IE 8).
Could you please check what update is trying to be installed via Patch Management Solution (IE8-WindowsXP-KB2744842-x86-ENU.exe or WindowsXP-KB2744842-x86-ENU.exe)?

In case if IE 8 is installed on machine but Patch Management solution wants to install WindowsXP-KB2744842-x86-ENU.exe, probably IE needs to be repaired on affected machine. I could not reproduce same issue on my environment. Could you please also take a look at your version of IE on affected machine by opening the browser, going to Help > About Internet Explorer and then open your registry and go to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer? Do the versions match?

Thanks,
Roman

CBZ9104's picture

Hi Roman

FYI we already check on client machine it is IE 8 installed.

From Patch Management solution WindowsXP-KB2744842-x86 trying to update and same KB we taken from microsoft and install it works

but I cant understand if I installed manually and then also in compliance it still showing Not Installed even after run assessment run successfully.

 

Roman Vassiljev's picture

Hi CBZ9104,

Microsoft provides KB2744842 for different versions of Internet Explorer and OS:
- WindowsXP-KB2744842-x86-ENU.exe applies to Internet Explorer 6 on Windows XP SP3 (http://www.microsoft.com/en-us/download/details.aspx?id=34735)
- IE8-WindowsXP-KB2744842-x86-ENU.exe applies to Internet Explorer 8 on Windows XP SP3 (http://www.microsoft.com/en-us/download/details.aspx?id=34731)

If Patch Management tries to install WindowsXP-KB2744842-x86-ENU.exe, then it believes that IE6 is installed, as I mentioned before, log file also shows that IE 6 was detected as installed (not IE8). This issue may occur in case if IE8 has not been installed correctly (i.e. some registry key or file has not been updated)

same KB we taken from microsoft and install it works

Did you use WindowsXP-KB2744842-x86-ENU.exe or IE8-WindowsXP-KB2744842-x86-ENU.exe? Both updates have same KB number but are applicable to different environment.

Thanks,
Roman