Client Management Suite

We have a lot of clients showing Windows assessment scan - status retrying download. I haven't changed anything. Any pointers what to look for on this ?

Hi!

First, you need to check log on client side to determine, why this client is unable to download updated/new "Windows assessment scan" package from Package Server.

• Logs are here: C:\ProgramData\Symantec\Symantec Agent\Logs

Or make mouse double click on Symantec Agent systray icon and open "Software Delivery" tab, then double click on "Windows assessment scan" package and check "Download History" to determine whether there is source to download this package or not.

Probably that your Package Server doesn't have this latest package downloaded/published yet to NS server, but client is trying to download it already. Try to refresh policy on Package Server and then check, what will do a client PC.

checked and the package server did failed ot refresh last night (anyway we can get alerts for this ? ) anyway, manaully did it and at least the source location showed on the client but still the same,

Download in progress cleasr and it goes back to retrying! I can click on source and it opens the folder with the files!

Please check Agent logs as well, there should be error message, which describes, why it is unable to download this package.

• C:\ProgramData\Symantec\Symantec Agent\Logs

You can enable Log Viewer in Symantec Management Agent via cmd

Open cmd and execute this cmdline on client PC"C:\Program Files\Altiris\Altiris Agent\AeXNSAgent.exe" /diags

Then mouse right click menu on Symantec Agent trayicon and open log viewer -> check log output.

seems to be some error here !

<event date='10/23/2014 13:23:05.8890000 +01:00' severity='4' hostName='ALTSERVER' source='PackageDelivery' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307861900' >
  <![CDATA[Begin download for package: Patch Windows System Assessment Scan Tool Package {6D417916-467C-46A7-A870-6D86D9345B61}]]>
</event>
<event date='10/23/2014 13:23:05.8890000 +01:00' severity='4' hostName='ALTSERVER' source='SWDAgent' module='smfagent.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307861900' >
  <![CDATA[Begin download for package: {6D417916-467C-46A7-A870-6D86D9345B61}.]]>
</event>
<event date='10/23/2014 13:23:07.0010000 +01:00' severity='4' hostName='ALTSERVER' source='PackageDownload' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307863008' >
  <![CDATA[Download package sources from: http://CCGALT01.cantrell.ie/Altiris/NS/Agent/GetPackageInfo.aspx?xml=<request resource="{05951401-3237-4052-BBB9-5F37FA3D5E82}" version="1" type="codebases" compress="1" totalTime="17945">
<packages>
    <package guid="{6D417916-467C-46A7-A870-6D86D9345B61}"/>
</packages>
<addresses>
    <address ip="10.180.2.6"/>
</addresses>
</request>
]]>
</event>
<event date='10/23/2014 13:23:56.5550000 +01:00' severity='4' hostName='ALTSERVER' source='Task status reporting' module='Altiris.TaskManagement.Common.dll' process='CTDataLoad.exe' pid='1556' thread='15900' tickCount='1307912553' >
  <![CDATA[Event queue length: 1 size=1409]]>
</event>
<event date='10/23/2014 13:24:06.6180000 +01:00' severity='4' hostName='ALTSERVER' source='PackageDownload' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307922616' >
  <![CDATA[Download Snapshot: \\ALTSERVER.cantrell.ie\PkgSvrHostE$\{6D417916-467C-46A7-A870-6D86D9345B61}\snapshot.xml]]>
</event>
<event date='10/23/2014 13:24:26.2330000 +01:00' severity='4' hostName='ALTSERVER' source='PackageDownload' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307942240' >
  <![CDATA[Download Snapshot extra data: \\ALTSERVER.cantrell.ie\PkgSvrHostE$\{6D417916-467C-46A7-A870-6D86D9345B61}\snapdata.xml]]>
</event>
<event date='10/23/2014 13:24:26.2480000 +01:00' severity='4' hostName='ALTSERVER' source='PackageDownload' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307942256' >
  <![CDATA[Download Snapshot complete: OK]]>
</event>
<event date='10/23/2014 13:24:26.2900000 +01:00' severity='1' hostName='ALTSERVER' source='PackageDelivery' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307942287' >
  <![CDATA[Error while downloading package: The version of the package on the server(1412903759) is older than required(1414027165) (0x80004005)]]>
</event>
<event date='10/23/2014 13:24:26.2930000 +01:00' severity='4' hostName='ALTSERVER' source='PackageDownload' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307942287' >
  <![CDATA[Download Snapshot: http://ALTSERVER.cantrell.ie/Altiris/PS/getpackagesnapshot.asp?Resource={05951401-3237-4052-BBB9-5F37FA3D5E82}&PackageId={6D417916-467C-46A7-A870-6D86D9345B61}&PkgVersion=1412903759&compress=1]]>
</event>
<event date='10/23/2014 13:24:26.8820000 +01:00' severity='4' hostName='ALTSERVER' source='PackageDownload' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307942880' >
  <![CDATA[Download Snapshot complete: OK]]>
</event>
<event date='10/23/2014 13:24:26.8840000 +01:00' severity='1' hostName='ALTSERVER' source='PackageDelivery' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307942880' >
  <![CDATA[Error while downloading package: The version of the package on the server(1412903759) is older than required(1414027165) (0x80004005)]]>
</event>
<event date='10/23/2014 13:24:26.8970000 +01:00' severity='1' hostName='ALTSERVER' source='PackageDelivery' module='AeXPackageDelivery.dll' process='AeXNSAgent.exe' pid='12260' thread='19140' tickCount='1307942896' >
  <![CDATA[Error while downloading package: No connection to server (0x80004005)]]>
</event>

I see this message from your client log:

Error while downloading package: The version of the package on the server(1412903759) is older than required(1414027165) (0x80004005)]]> 

Here is a link about similar problem, when package on server is older than required.

• http://www.symantec.com/docs/TECH26177

First, try to manually execute only scheduled task "NS.Package Refresh.{bd6bf880-bfae-4dad-b746-e8be99f3b8a8}" on your SMP Server and after that check, whether client will download package or not.

Question:

• Symantec Agent and Package Server Agent have latest version? Or aren't upgraded yet?

Thanks Igor, pointed me in the right direction. Looks to be all sorted now.