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Software Update agent is not being installed on schedule..

Created: 08 Mar 2011 | 25 comments
prasad.ganta's picture

We have Patch management solution 7.0 running and software update agent is not being installed on the client machines as per the schedule given.It is just rescheduling but software update agent is not installing.What can be the possible reason..?

Thanks in Advance....

Comments 25 CommentsJump to latest comment

Robert Steinle's picture

Can you please provide more information about the settings used for software update agent installation (screen of the policy)? Also check the Run History information on the client:

1. Open Software Delivery tab on the client

2. Double click on the "Software Update Agent " entry

3. Run History tab

Regards,

Robert Steinle

Symantec Corporation

For Forum threads, please click "Mark as Solution" if answered.

mclemson's picture

Did this ever work?  What is your target set to for the installation?  What are all the settings for the Software Update Install policy?  Screenshots may be easiest rather than typing it all out.  Can you screenshot the policy page for the Software Update plug-in Install policy?

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

prasad.ganta's picture

The settings are as default but we have changed one thing is the alternative URL option in the installation targetted policy page...

SWPlugin.JPG
Robert Steinle's picture

Can you please provide a screen of "Download history" and "Run history" for Software Update agent package (from the problematic client)?

Regards,

Robert Steinle

Symantec Corporation

For Forum threads, please click "Mark as Solution" if answered.

mclemson's picture

Did this ever work?

Can you post the settings from the Advanced tab?   

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

prasad.ganta's picture

In the download history, it is just trying to dwoload but failing... and I Could not find any thing on the Run history tab...

We have scheduled the software update agent installation and it is just going to next day in the schedule but not installng at the scheduled time.

Please find the attahced screen shots....

AltDonwload.JPG AltRun.JPG altAdvanced.JPG
mclemson's picture

You have a site server or package server problem.  Notice the Source is blank in your first screenshot.  Be sure that the client is part of a created subnet, that subnet is part of a site, that site has a package server, and that package server is correctly staging the Software Update Plug-in Package for Windows (or similar name).

You could also try using the NSConfigurator to change the MaxConcurrentConfigRequests and MaxCurrentPackageInfoRequests to 50.  But I would only try this after you've confirmed healthy site settings and a healthy package server.

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

prasad.ganta's picture

All the clients installed in local site only.So we dont have any site server.Is there any option for changing settings for the package server to chekc whether the updates are staged and downlaoded properly..?

mclemson's picture

Go to Manage > All Resources
Expand Organizational Views > Default > All Resources and click on Package
In the search field, type 'Software Update'
In the results, right-click 'Windows x86 Software Update Plug-in Package', hover over Actions, and choose 'Edit Package'
Under the Details tab, package source should say 'Access package from a directory on the Notification Server'
For the package location, it should be a valid path on your NS - copy this path down
Click on the Package Server tab, it should say All package servers

On your NS, browse to the path you copied and verify the file exists.

Do thi sfor all Software Update Plug-in packages.

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

prasad.ganta's picture

Thanks for the response...

I am unable to see the edit option for the windows softare update plugin package for doing the steps mentioned by mclemson.What can be the reason..?

Thanks in Advance....

Robert Steinle's picture

Right click->Actions->Edit package, see an example below:

example.JPG

Regards,

Robert Steinle

Symantec Corporation

For Forum threads, please click "Mark as Solution" if answered.

mclemson's picture

Right-click, Actions, Edit Package.

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

prasad.ganta's picture

I am not getting any actions option when I right click..Do I need to do any changes in settinsg or run any thing for getting this option.

softwareupdate.JPG
Robert Steinle's picture

You probably won't see this option if you're logged in with PM administrator or other lower level user.

Regards,

Robert Steinle

Symantec Corporation

For Forum threads, please click "Mark as Solution" if answered.

prasad.ganta's picture

I logged in as an administrator and have full rights...

mclemson's picture

Your account is a Symantec Administrator in the Account Management section of the SMP, right?  It doesn't help to log on to the computer as an administrator on the system, you must be a Symantec Administrator, which is a role defined within Altiris.  Are you a Symantec Administrator?

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

Sergey Sabirzyanov's picture

Can you provide client agent policy XML-file from location:

c:/program files/Altiris/Altiris Agent/Client Policies/<ServerName>

Also please check resolving of your server name by cmd: nslookup <server name>.

Please untick using Alternative NS Server in case default server are used. This option can be used for upgrade scenario.

prasad.ganta's picture

We are unable to resolve the hostname at the client side so we have used/enabled the alternate Url option in the Advanced option of the targetted settings by replacing the ServerName with the IPAddress.

Also how to check/Define the Symantec Administrator with in the Altiris...?

Thanks in Advance....

mclemson's picture

If your clients cannot resolve the FQDN of the server (altiriserver.mycompany.com), you have serious issues in your environment.  Fix them first instead of working around them by adding the IP address for the server.  Obviously there's a problem if they can't resolve the name of a local server to its IP address.

In 7.1:
Go to Settings > Security > Account Management
Check that you have an Account
Check that the Account is added to the Role 'Symantec Administrator'
This is in a slightly different place

In 7.0:
I can't quite recall.  I believe it's under Settings > Notification Server Settings > Security something or other
If not try Settings > All Settings, then poke around
You'll want to make sure your domain username is part of the 'Symantec Administrators' role
You can also confirm this on the server by looking at the local security groups in Windows

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

Robert Steinle's picture

Both agent and NS server should resolve each other correctly through hostname (FQDN) in order to communicate/work properly. The easiest way to check whether this will solve your problem is to add your NS to hosts file on the client machine. Also check the following article - http://support.microsoft.com/kb/172218

Regards,

Robert Steinle

Symantec Corporation

For Forum threads, please click "Mark as Solution" if answered.

prasad.ganta's picture

Local Administrator account is added in Symantec administrators List.

When I tried to resolve the hostname on both client side and server side, the following information is displayed...

nslookup computername

*** Can't find server name for address X.X.X.X: Non-existent domain
*** Can't find server name for address X.X.X.X: Non-existent domain
*** Default servers are not available
Server:  UnKnown
Address:  X.X.X.X
 
*** UnKnown can't find computername: Non-existent domain..
 
But for some systems the agent is being installed and able to recieve updates and install them successfully
What can be the reason..?
Robert Steinle's picture

This could be due to your DNS/"client OS" configuration, some of the computers are correctly registered and able to resolve each other, and some of them - not.

Regards,

Robert Steinle

Symantec Corporation

For Forum threads, please click "Mark as Solution" if answered.

prasad.ganta's picture

Any configuration changes to be done at NS... If so pls suggest...

Thanks in Advance

Robert Steinle's picture

It contains some troubleshooting steps that would help you to get started - http://support.microsoft.com/kb/172218 Configuration changes to NS will not help you to fix the problem with name resolution over your DNS.

Regards,

Robert Steinle

Symantec Corporation

For Forum threads, please click "Mark as Solution" if answered.

mclemson's picture

There appear to be other major issues in your environment, such as the failure to perform DNS lookups from all computers in the environment.  These have nothing to do with Altiris and should be resolved before attempting to make any progress on the Altiris side of things.

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