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Unable to install Symantec Management Agent using the SMP Console

Created: 17 May 2012 | 2 comments

We installed SMP on a new server which has a different server name than the original.  We are still using the same database and everything works except pushing the Altiris Agent using "Symantec Management Agent Install" (we can select a pc and select the Install button and the Install dialog box apepars.  When we select OK in that box nothing happens) .   On that same page is the 'Download Page Url'.  When I select 'Show me this page', I get a 404 - file or directory not found.  Tech support wants us to create a new database but we have quite a bit of 'stuff' that would need exported.

Here is a copy of three messages I keep seeing in our logs:

Log File Name: C:\ProgramData\Symantec\SMP\Logs\a.log
Priority: 1
Help and Support:
Date: 5/17/2012 4:55:03 PM
Tick Count: 97448125
Host Name: STFPCMGMT01
Process: w3wp (3524)
Thread ID: 14
Module: w3wp.exe
Source:
Description: ClientSettings - failed in 'ToXml', error-Altiris.NS.Exceptions.AeXException: Unable to load the specified item (GUID:Symantec Management Agent Settings - Global (17a0ca06-4636-4920-9762-794114305d8f)) ---> Altiris.NS.Security.Cryptography.KeyNotFoundException: The key 'NS.AgentSettings.Legacy' does not exist.
   at Altiris.NS.Security.Cryptography.SymmetricKeyManager.GetKey(String name)
   at Altiris.NS.Security.Cryptography.SymmetricKeyManager.GetKeyWithImpersonation(String name)
   at Altiris.NS.StandardItems.AgentSettings.GlobalAgentSettings.OnLoad()
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)
   --- End of inner exception stack trace ---
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)
   at Altiris.NS.ItemManagement.Item.GetItemInternal(Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags)
   at Altiris.NS.ItemManagement.Item.GetItem[T](Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags)
   at Altiris.NS.ItemManagement.Item.GetItem[T](Guid itemGuid)
   at Altiris.NS.ItemManagement.Item.GetItem(Guid itemGuid)
   at Altiris.NS.StandardItems.AgentSettings.ClientSettings.OnBuildClientConfigXml(Guid workstationGuid)

______________________________________________________________

Log File Name: C:\ProgramData\Symantec\SMP\Logs\a.log
Priority: 1
Help and Support:
Date: 5/17/2012 4:55:03 PM
Tick Count: 97448125
Host Name: STFPCMGMT01
Process: w3wp (3524)
Thread ID: 14
Module: w3wp.exe
Source:
Description: ClientSettingsItem - failed in 'GetConfigXml', error-Altiris.NS.Exceptions.AeXException: ClientSettings - failed in 'ToXml' ---> Altiris.NS.Exceptions.AeXException: Unable to load the specified item (GUID:Symantec Management Agent Settings - Global (17a0ca06-4636-4920-9762-794114305d8f)) ---> Altiris.NS.Security.Cryptography.KeyNotFoundException: The key 'NS.AgentSettings.Legacy' does not exist.
   at Altiris.NS.Security.Cryptography.SymmetricKeyManager.GetKey(String name)
   at Altiris.NS.Security.Cryptography.SymmetricKeyManager.GetKeyWithImpersonation(String name)
   at Altiris.NS.StandardItems.AgentSettings.GlobalAgentSettings.OnLoad()
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)
   --- End of inner exception stack trace ---
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)
   at Altiris.NS.ItemManagement.Item.GetItemInternal(Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags)
   at Altiris.NS.ItemManagement.Item.GetItem[T](Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags)
   at Altiris.NS.ItemManagement.Item.GetItem[T](Guid itemGuid)
   at Altiris.NS.ItemManagement.Item.GetItem(Guid itemGuid)
   at Altiris.NS.StandardItems.AgentSettings.ClientSettings.OnBuildClientConfigXml(Guid workstationGuid)
   --- End of inner exception stack trace ---
   at Altiris.NS.StandardItems.AgentSettings.ClientSettings.OnBuildClientConfigXml(Guid workstationGuid)
   at Altiris.NS.StandardItems.AgentSettings.ClientSettingsItem.OnBuildClientConfigXml2(Guid workstationGuid, XmlNode requestDocumentElement, XmlTextWriter itemXmlWriter)

____________________________________________________________

Log File Name: C:\ProgramData\Symantec\SMP\Logs\a.log
Priority: 1
Help and Support:
Date: 5/17/2012 4:55:03 PM
Tick Count: 97448140
Host Name: STFPCMGMT01
Process: w3wp (3524)
Thread ID: 14
Module: w3wp.exe
Source: Altiris.NS.AgentManagement.PolicyRequest.LoadItemPolicy
Description: Unable to generate policy XML for item: All Desktop computers (excluding 'Site Servers') (142f2372-e64d-43c0-a207-17db2c0552c4)

( Exception Details: Altiris.NS.Exceptions.AeXException: ClientSettingsItem - failed in 'GetConfigXml' ---> Altiris.NS.Exceptions.AeXException: ClientSettings - failed in 'ToXml' ---> Altiris.NS.Exceptions.AeXException: Unable to load the specified item (GUID:Symantec Management Agent Settings - Global (17a0ca06-4636-4920-9762-794114305d8f)) ---> Altiris.NS.Security.Cryptography.KeyNotFoundException: The key 'NS.AgentSettings.Legacy' does not exist.
   at Altiris.NS.Security.Cryptography.SymmetricKeyManager.GetKey(String name)
   at Altiris.NS.Security.Cryptography.SymmetricKeyManager.GetKeyWithImpersonation(String name)
   at Altiris.NS.StandardItems.AgentSettings.GlobalAgentSettings.OnLoad()
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)
   --- End of inner exception stack trace ---
   at Altiris.NS.ItemManagement.Item.Load(Guid itemGuid)
   at Altiris.NS.ItemManagement.Item.GetItemInternal(Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags)
   at Altiris.NS.ItemManagement.Item.GetItem[T](Guid itemGuid, IEnumerable`1 accessPermissions, ItemLoadFlags itemLoadFlags)
   at Altiris.NS.ItemManagement.Item.GetItem[T](Guid itemGuid)
   at Altiris.NS.ItemManagement.Item.GetItem(Guid itemGuid)
   at Altiris.NS.StandardItems.AgentSettings.ClientSettings.OnBuildClientConfigXml(Guid workstationGuid)
   --- End of inner exception stack trace ---
   at Altiris.NS.StandardItems.AgentSettings.ClientSettings.OnBuildClientConfigXml(Guid workstationGuid)
   at Altiris.NS.StandardItems.AgentSettings.ClientSettingsItem.OnBuildClientConfigXml2(Guid workstationGuid, XmlNode requestDocumentElement, XmlTextWriter itemXmlWriter)
   --- End of inner exception stack trace ---
   at Altiris.NS.StandardItems.AgentSettings.ClientSettingsItem.OnBuildClientConfigXml2(Guid workstationGuid, XmlNode requestDocumentElement, XmlTextWriter itemXmlWriter)
   at Altiris.NS.StandardItems.Policies.ClientConfigPolicy.GetConfigXml(Guid resourceGuid, String requestXml)
   at Altiris.NS.AgentManagement.PolicyRequest.<>c__DisplayClass4.<LoadItemPolicy>b__0(IDatabaseContext ctx)
   at Altiris.Database.DatabaseContext`1.PerformWithDeadlockRetryHelper(Int32 retries, Boolean inTransaction, Getter`1 getContext, Action`1 action, Action`1 retry)
   at Altiris.Database.DatabaseContext`1.PerformWithDeadlockRetry(Int32 retries, Boolean startNewTransaction, IsolationLevel isolationLevel, Boolean independentContext, Action`1 action, Action`1 retry)
   at Altiris.Database.DatabaseContext`1.PerformWithDeadlockRetry(Int32 retries, Boolean startNewTransaction, Action`1 action, Action`1 retry)
   at Altiris.NS.ContextManagement.DatabaseContext.PerformWithDeadlockRetry(Int32 retries, Action`1 action, Action`1 retry)
   at Altiris.NS.AgentManagement.PolicyRequest.LoadItemPolicy(String request, Guid requestGuid, Guid resourceGuid, Guid hostGuid, Guid policyGuid, String& policy, String& policyHash, Guid& category, Int32& priority, Boolean& canCache, ISet`1& requiredPermissions, ISet`1& filterCollections) )
( Exception logged from:
   at Altiris.Diagnostics.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception)
   at Altiris.NS.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception)
   at Altiris.NS.AgentManagement.PolicyRequest.LoadItemPolicy(String request, Guid requestGuid, Guid resourceGuid, Guid hostGuid, Guid policyGuid, String& policy, String& policyHash, Guid& category, Int32& priority, Boolean& canCache, ISet`1& requiredPermissions, ISet`1& filterCollections)
   at Altiris.NS.AgentManagement.PolicyRequest.LoadItemPolicies(String request, String configVers, Guid hostGuid, List`1 idents, SortedDictionary`2& policies, SortedDictionary`2& hashes)
   at Altiris.NS.AgentManagement.PolicyRequest.GetPolicies(String request)
   at Altiris.Web.NS.Agent.GetClientPolicies.ProcessRequest(String& request, Byte[]& clientConfigData, String& clientConfigXml, Boolean& compress)
   at System.RuntimeMethodHandle._InvokeMethodFast(Object target, Object[] arguments, SignatureStruct& sig, MethodAttributes methodAttributes, RuntimeTypeHandle typeOwner)
   at System.Reflection.RuntimeMethodInfo.Invoke(Object obj, BindingFlags invokeAttr, Binder binder, Object[] parameters, CultureInfo culture, Boolean skipVisibilityChecks)
   at System.Delegate.DynamicInvokeImpl(Object[] args)
   at Altiris.Common.Threading.LocalThreadPool.InvokeCallback(Object state)
   at Altiris.Common.Threading.LocalThreadPool.ExecuteUserWorkItem(UserWorkItem workItem)
   at Altiris.NS.Threading.NSThreadPool.ExecuteUserWorkItem(UserWorkItem workItem)
   at System.Threading.ExecutionContext.runTryCode(Object userData)
   at System.Runtime.CompilerServices.RuntimeHelpers.ExecuteCodeWithGuaranteedCleanup(TryCode code, CleanupCode backoutCode, Object userData)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at Altiris.Common.Threading.LocalThreadPool.ExecuteUserWorkItemInContext(UserWorkItem workItem)
   at Altiris.Common.Threading.LocalThreadPool.ThreadPoolProc(Object threadStartParameter)
   at System.Threading.ThreadHelper.ThreadStart(Object obj)
 )
( Extra Details:  Type=Altiris.NS.Exceptions.AeXException Src=Altiris.NS.StandardItems

  Inner Extra Details:  Type=Altiris.NS.Exceptions.AeXException Src=Altiris.NS.StandardItems

  Inner Extra Details:  Type=Altiris.NS.Exceptions.AeXException Src=Altiris.NS

  Inner Extra Details:  Type=Altiris.NS.Security.Cryptography.KeyNotFoundException Src=Altiris.NS )

Comments 2 CommentsJump to latest comment

CraigV's picture

...which app are you using? I'll move this to the correct forum...

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

juschmidt's picture

This is the Symantec Management Platform (formerly known as Notification Server).  We are on version 7.1.