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PCanywhere remote client not updating

Created: 14 Jan 2013 | 9 comments

I'm testing upgrading clients on the latest version of CMS. I tried a machine on the LAN and it worked fine. I tried a machine over VPN and the altiris agent and all the other plugins have updated to the correct version, except PCanywhere. It stays at v 12.5.542, where it should go to V12.6.8096.

the PCA upgrade filter is showing as 0 in the policy. I already tried sending inventory again.  Tghe NS is showing it as having the 542 version on Manage -> Computers screen, so as per usual I dont understand why this is not working.

Joe.

 

 

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andykn101's picture

pcAnywhere "solution" 12.6.7, which is version 12.6.8096, corresponds to the standalone "box" version 12.5 SP5, which is version 12.5.4.

So lots of the dll and executable files on the client will not be 12.6.8096, but I think the Symantec Management Agent Settings screen should show 12.6.8096.

However, if you think your client does have an out of date pcAnywhere plug-in but the upgrade policy is not showing as applied, the first place to start is Basic Inventory, look in resource explorer for one troublesome PC to see what version of pcAnywhere is shown in AeX AC Client Agent.

I have my plug-in installs set to run daily, if they succeed basic inventory will return and they will be removed from the target of the Plug-in install (or upgrade) policy.

I use the Software Execution report to make sure clients aren't running the plug-in install over and over again.

Authorised Symantec Consultant (ASC) with Endpoint Management Limited, an Authorised Symantec Delivery Provider based in the UK.

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BugTastic's picture

OK, full inventory taken as per screenshot. and still it doesn't upgrade. I've ran this on another test machine which upgrades fine. anyone get any ideas. Cant believe this is the second machine testing on new platform and already i'm getting problems.

 

BugTastic's picture

OK - got an update. eventually the remote client updated. It took over a day. dont uderstand why its doing this when the policy is the same as the rest of the other agents/plugins (which are applied ASAP) - Trying a local machine on the LAN and its still taking a while. Anyone know how I can speed this up ?

BugTastic's picture

another update. I downloaded this filter :

http://www.symantec.com/business/support/index?page=content&id=TECH188191&actp=search&viewlocale=en_US&searchid=1358257106259

which should show me clients with 12.6.8096 PCA agents installed. This filters output contains the client that is having the issue. The client is showing as having 2.5.542. The version that the client is showing is correct because I cannot PCanywhere onto it fron the NS server where as I can with the ones with the correct version.

 

 

mclemson's picture

If you have a single client with the issue, uninstall the pcAnywhere plug-in and check for any standalone versions, uninstalling those if necessary.  It's not unusual for the pcAnywhere Plug-in upgrade to lag behind the other plug-ins.  If you have a schedule with recurrence every 4 hours or so, you should see good upgrade compliance.

Mike Clemson, Senior Systems Engineer, ASC
Intuitive Technology Group -- Symantec Platinum Partner
intuitivetech.com

BugTastic's picture

OK, after some more digging i've came to this conclusion. when a new machine is deployed its version is 12.5.539. Now - I also have a PCA patch policy that support gave me after the security fiasco a while back. When this is applied in policy it brings the version upto 12.5.542. Now If I redirect a client that has 12.5.539 to new 7.1 server then this all updates correctly to the right version. If I redirect 12.5.542 - then this doesn't update to 12.6.8096. It stays the same.

Joe.

 

mclemson's picture

Target your pcAnywhere Uninstall policy for folks running 12.6.8096.  Then allow your install policy to install it for computers without any pcAnywhere plug-in.  The installer doesn't recognize 12.5.542 as something to be upgraded.

Mike Clemson, Senior Systems Engineer, ASC
Intuitive Technology Group -- Symantec Platinum Partner
intuitivetech.com

BugTastic's picture

Ahhh FFS. - surely that cant be right! Thats too ridiculous to be true!

 

mclemson's picture

It's not too unusual to uninstall plug-ins for a migration (e.g. 7.0 to 7.1).  There are some KBs that have to do with certain hotfixed versions of pcAnywhere not being properly targeted by the files and command lines included as part of the install or upgrade policy.  Better to remove the bad version and install the good one.

Mike Clemson, Senior Systems Engineer, ASC
Intuitive Technology Group -- Symantec Platinum Partner
intuitivetech.com