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  • 1.  Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 18, 2017 11:13 AM
     
    Hi, I have a problem with some machines with the software information report installed. Situation:
     
    The machine is with the Agent installed, it receives the Full inventory, updates hardware information, jobs / tasks and Policies, but does not update the installed software (as shown in the attached image).
     
    A few months ago I solved a similar problem, however with hardware with the following solution ( https://support.symantec.com/en_US/article.TECH199812.html ) Could someone help me with this software report problem?
     
    NOTE: IMAGES IN ANNEX TO UNDERSTAND THE PROBLEM


  • 2.  RE: Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 19, 2017 04:38 AM

    Hi  RodrigoPinheiro,

    Does the solution from provided KB is helped you?

    Have you verified that you have no bad nse in NSCap directory on Notification Server? (for more details please see http://www.symantec.com/docs/HOWTO5762)

    Also you can try to trubleshoot the problem by traping a copy of NSE from problematic client after Full Inventory (http://www.symantec.com/docs/HOWTO4191) and puting it into the NSCap into EvtQueue directory manually and verify that NSE is processed (for more detail please see: https://www.symantec.com/connect/forums/how-check-whether-nse-are-processing-or-not#comment-11157171). May be there is some errors in Notification Server logs during processing the NSE? 

    NOTE:: Be sure to remove the value from this registry entry after trubleshooting as it will eventually consume significant disk space.

    Regards,
    Dmitri



  • 3.  RE: Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 19, 2017 01:17 PM
    Dmitri,
    I performed the indicated procedure;
    The Machine creates the NSE files and it is rendered in the Notification Server queue.
     
    The hardware information is being updated normally. However, in relation to Software nothing is changed (there is still no information of the installed software).
     
    Could it be a problem in the CMDB table? Just as it was fixed on the hardware with the procedure (https://support.symantec.com/en_US/article.TECH199812.html)?
     
    Rodrigo Pinheiro


  • 4.  RE: Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 20, 2017 03:00 AM

    Hi Rodrigio,

    It can be a similar problem, if you don't see any errors in the Notification Server Log during processing of the NSE files. To make sure in that you can install some new software on problematic client machine and execute Full Software Inventory on it. If it will resolve the issue it's the similar problem but with different Data Class.

    If it will not help, please make sure that there is not errors on client side during Full inventory.

    Also please verify next Items:

    In Advanced options of the Collect Full Inventory policy make sure that "Send inventory changes (deltas) only" option is not checked. 

    Please open NSE files which you get on problematic client machine and try to find there any data about some software (name, version, etc.) Is it there?

    Also you may verify "C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\data\SoftwareCache.xml", it should contain data about discovered software. After full inventory data from this file is sending to Notification Server.

    Regards,
    Dmitri

     



  • 5.  RE: Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 20, 2017 07:00 AM 
    Hi Dmitri,
The error is not on the client side, since the inventory files have software information. In the softwareCache.xml file are all the software of the machine.

The full inventory was shipped with the delta and without the delta and even then the software information on the machine does not appear.

NOTE: On other machines the same Inventory Full updates software information.

In hardware the table with problem was the "ResourceUpdateSummary" in software what is the similar table in CMDB?

     

    Rodrigo Pinheiro



  • 6.  RE: Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 20, 2017 07:01 AM 
    Hi Dmitri,
The error is not on the client side, since the inventory files have software information. In the softwareCache.xml file are all the software of the machine.

The full inventory was shipped with the delta and without the delta and even then the software information on the machine does not appear.

NOTE: On other machines the same Inventory Full updates software information.

In hardware the table with problem was the "ResourceUpdateSummary" in software what is the similar table in CMDB?


  • 7.  RE: Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 20, 2017 07:24 AM

    Hi Rodrigo,

    For Software is the same table "ResourceUpdateSummary".

    Regards,
    Dmitri



  • 8.  RE: Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 20, 2017 10:01 AM 
    Hi Dmitri,
Do you have any other tips to solve the problem?


Regards,
Rodrigo Pinheiro


  • 9.  RE: Inventory Solution 7.5 Add / Remove Programs Reports Empty, only on some machines.

    Posted Apr 20, 2017 11:47 AM

    Hi Rodrigo,

    Seems that you have not ordinarry issue. To solve your problem we need to have a full picture of the problem. To do this you should get Altiris Profiller data and Altiris Notification full logs during processing of the NSE from problematic computer. There will be shown what happend with the client data. If you don't know how to do it and what to search in the profiller data and logs, please contact to the Symantec Support Service. 

    Regards,
    Dmitri