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Patch management Altiris 7.1 SP2 Windows system assement scan return code 4

Created: 16 Apr 2012 • Updated: 15 Jun 2012 | 7 comments
This issue has been solved. See solution.

I have at least one client machine which is occasionally returning an exit code of 4 after the assessment scan. The scan always runs as system so it seems odd that sometimes it works and sometimes not. I looked in the client logs and found this:

<event date="Apr 16 16:00:31" severity="1" hostName="WEBSERVER3-DEV" source="Utils::ComException::ComException" module="AexPatchAssessment.exe" process="AexPatchAssessment.exe" pid="5028" thread="1484" tickCount="419828156"><![CDATA[HR=0x80080005, MSG='Shavlik::ShavlikPatchAssessmentImpl::OnInitialize()- Couldn't create Shavlik COM engine']]></event>

This looks suspiciously like the culprit but I am not sure where to go with trying to make this more reliable. Any suggestions? The client in question is running Windows 2008 R2 Standard.

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Roman Vassiljev's picture

Hello rpoag,

Do you still have problems with Windows System Assessment Scan on this machine?
If Yes, could you please attach the following logs:

  • STPatchAssessment.log (By default it should be located in C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{6D417916-467C-46A7-A870-6D86D9345B61}\cache)
  • Client log captured during Windows System Assessment Scan execution (Agent Logs usually are located at C:\ProgramData\Symantec\Symantec Agent\Logs.)

Thank you,
Roman

rpoag's picture

It fails infrequently but when it does it always fails at midnight or noon which seems odd to me and also seems to be on Windows 2008 and not Windows 2003 servers though I have not officially confirmed that as my sample is small thus far. I am attaching the client log and patch assessment log as requested. Any thoughts or suggestions would be appreciated.

Thanks,

Ryan

AttachmentSize
Agentlog.txt 100.27 KB
STPatchAssessmentlog.txt 867.38 KB

Ryan Poag
Northrop Grumman
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Roman Vassiljev's picture

Hi Ryan,

It looks like this issue occurs if Windows System Assessment Scan is launched when many Microsoft COM+ applications are started (http://support.microsoft.com/kb/870655). Could you please try to modify schedule for Windows System Assessment Scan?

You may set it to start during Schedule window from 23-50 to 23-50 and repeating every 4 hours. In this case Windows System Assessment Scan will be started 10 minutes earlier.

Thanks,
Roman

SOLUTION
rpoag's picture

You found the article I couldn't but I assumed it was something like that.

I changed the schedule as you suggested and will keep an eye on it.

Ryan

Ryan Poag
Northrop Grumman
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rpoag's picture

Well I made the change on the 7th and I don't see any more error 4 entries so it must have just been a timing issue. Thanks for your assistance.

Ryan Poag
Northrop Grumman
If your question has been resolved, please be sure to "Mark as Solution"! Thank you.

rpoag's picture

File and Printer Sharing for Microsoft Networks is checked for the network adapter and the Server service is running. I assume this was fixed in SP2, which we are running, but am not sure.

Ryan Poag
Northrop Grumman
If your question has been resolved, please be sure to "Mark as Solution"! Thank you.