Client Management Suite

We have a remote vendor connected through VPN that does all of our new PC imaging, for awhile now they have been having an issue that I can't seem to figure out what is going on.

The device boots to PXE and images without issue along with all drivers loading fine, at this point it should go to reboot to production and then keep going through the list of tasks like adding itself to filters, updating agents, and a rename the pc task. Yet it seems to be the device is rebooting but altiris does not recognize the task has ran so it just sits there saying it's waiting for agent, after 60 mins the job fails and the entire image job fails. Meaning I have to remote in and manuly run all of the tasks.

I have pulled every log off one of these devices that failed and cannot find anything that points to why its not seeing the reboot to production job, I even changed that out and just created a script doing wpeutil reboot
exit 0 I tried this since I found an old post about some having this same issue with 7.5 H3 but the thread was locked with no resolution ever given. We are currently on 8.1 H1, no other internal sites see this issue that I know of but most of them do one or two devices at a time where the vendor may be doing 5 to 10 at a time, sometimes all of devices will suffer this issue other times it may only be 3 of them that fail.

Anyone have ideas of where else I should be looking for clues? Well typing this I did think maybe a work around might be to set that reboot task to a 15 min time limit and even if it fails to keep running the image tasks but still like nail down the reason this is not working.

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Hi Cody,

Can you confirm that once the machine has booted back to production, that it is pointing at your NS correctly?

I would suggest you run through your deployment process task by task individually, then once you get to the stage where you are booted to production, check the SMA to try and understand what is at fault. Once at that stage, I would check things like:

• Is the SMA connected to the NS
• Has it got a registered Task Server
• Are there any errors within the SMA logs at start up
• Is the computer showing registered within the NS, with the correct name, IP, guid, etc. 

Then I'd try pushing the next task manually to the machine and check NS, Site Server and Client SMA logs for any issues. 

If it makes it easier, you can take the log viewer from the NS and copy the exe to the Site Server and Client for a better view of the logs. This standalone log viewer exe can be found on the NS at:

[Altiris Install DIR]\Program Files\Altiris\Diagnostics\LogViewer2.exe

Then place LogViewer2.exe anywhere on the SS or Client and Run as administrator. That way it will colour code the logs making it easier to read. You can also filter as you can when using it on the NS.

Let us know how you get on.

Thanks

Thanks for the tips, my issue is i can never recreate it in my testing along with the fact everything on the machine end is fine since it seems as far as the pc knows it was rebooted to production, it's connected to the NS and I can send tasks to it without issue.

Hi Cody,

Is there anything in the logs when this is occurring? It may be best to copy the logs from the NS, Site Server and Client to a separate folder for review afterwards, that way nothing is overwritten. 

Thanks