Problems registering agents

[Sergey]

Problems registering agents


------------------log--------------------------
The handler 'Register' is failed to process request. System.Exception: This agent didn't report any status or platform information
at Altiris.ClientTask.Server.HttpHandlers.WebClientApiManager.ProcessRegister(XmlTextWriter wr, NameValueCollection queryValues, Stream requestStream, Int32 contentLength)
at Altiris.ClientTask.Server.HttpHandlers.Register.WriteResponse(XmlTextWriter wr)
at Altiris.DotNetLib.Threading.StringBuilderCache.ToXml(Action`1 fu)
at Altiris.TaskManagement.Common.XmlHttp.BaseXmlXmlHttpCallback.WriteResponseRaw(XmlTextWriter xwr)
at Altiris.TaskManagement.Common.XmlHttp.BaseXmlHttpCallback.ProcessRequest(HttpContext context)
-----------------------------------------------


how to solve the problem?

[Igor Perevozchikov]

Hi Sergei!

Could you please specify more details:

• What version of Symantec Management Platform you are using?
• You installed Symantec Management Agent on which OS version (does this client OS is running on virtual environment? Vmware or Hyper-v?)

Thanks,
IP.

------------------------------
Software QA Engineer 3
Broadcom Inc.
------------------------------

[Sergey]

Symantec Management Platform v. 7.5.3153

agent is installed on the server (not a virtual server). OS windows server 2016 datacenter.

Agent Registration Policy - Allow All

when trying to manually register an agent using the link http: //altiris.*: 80 / Altiris / ClientTaskServer / Register.aspx? resourceGuid = e0543fe5-3f50-440b-8f49-445c66068803 & crc = 0007000500000CE4
<response result="failure" code="6" description="The handler 'Register' is failed to process request. This agent didn't report any status or platform information">The handler 'Register' is failed to process request. System.Exception: This agent didn't report any status or platform information
at Altiris.ClientTask.Server.HttpHandlers.WebClientApiManager.ProcessRegister(XmlTextWriter wr, NameValueCollection queryValues, Stream requestStream, Int32 contentLength)
at Altiris.ClientTask.Server.HttpHandlers.Register.WriteResponse(XmlTextWriter wr)
at Altiris.DotNetLib.Threading.StringBuilderCache.ToXml(Action`1 fu)
at Altiris.TaskManagement.Common.XmlHttp.BaseXmlXmlHttpCallback.WriteResponseRaw(XmlTextWriter xwr)
at Altiris.TaskManagement.Common.XmlHttp.BaseXmlHttpCallback.ProcessRequest(HttpContext context)</response>

Attachment(s)

Agent.log   18 KB 1 version

[Igor Perevozchikov]

Well, as far as I see, Windows Server 2016 OS isn't officially supported in 7.5 Notification Server.
You can check this information here: https://knowledge.broadcom.com/external/article/181899/symantec-management-platform-and-altiris.html in "ITMS_PlatformSupportMatrix_6x_7x_8x.pdf" (Table 1-12 Server OS Support Matrix (continued))

Assume that in 7.5.x there is no default filters to include there Windows Server 2016 OS managed clients therefore this client isn't included in default resource targets to receive Agent configuration settings, CTA settings, etc.
(If you see this machine in SMP Console, then you can check in which filter(s) this machine is included now, just mouse right click on this client -> Resource Manager -> Summaries -> Filters)

------------------------------
Software QA Engineer 3
Broadcom Inc.
------------------------------

[Sergey]

We have other servers running windows server 2016 and the agents have no problems?

[Igor Perevozchikov]

And other servers are registered with same remote Task Server which doesn't work only for this specific Windows 2016 client?

Try to manually assign affected client to different Task Server (On Site Server Management page) just for quick check whether it will be able to register own CTA with Task Server(s) and then remove manual assignment or maybe this affected client doesn't resolve properly your task server(s) (IIS Settings, firewall, network, HTTP redirections?)
Also you can check this link there are lot of KB links how to troubleshoot Task Server https://community.broadcom.com/symantecenterprise/communities/community-home/digestviewer/viewthread?MessageKey=aefa5e46-8b44-4c3e-92d4-7a624faf6cbf&CommunityKey=acea5c9d-27ff-4b60-8e20-d8178d9ce51c&tab=digestviewer 

Since 7.5 is already End-Of-Life product and there is no support for this version, last thing to review are mentioned above. Better to use ITMS 8.5 RU3 or upcoming ITMS 8.5 RU4 release version :)

Thanks,
IP.

------------------------------
Software QA Engineer 3
Broadcom Inc.
------------------------------

[Sergey]

All agents are registered normally even with server 2016 datacenter os. Only one agent has a problem. The settings of NS \ TS Servers, etc., have not changed for many years and have not failed.

[Sergei Zjaikin]

The attached agent.log you was modified to hide web addresses probably but it says that at some moment of time the agent was able to register on Task Server.

<event date='05/26/2020 12:22:32.5230000 +03:00' severity='4' hostName='**hpv**' source='Client Task Agent' module='client task agent.dll' process='AeXNSAgent.exe' pid='13644' thread='17132' tickCount='863149992' >
  <![CDATA[Client Task Agent successfully registered with Task Server [*altiris*].]]>
</event>

Could you please send not edited log to me or to Igor? The problem could be on the agent side. Does it help if you stop the problematic agent and start it again? Will it be able to register the first time it connected to task server?

thanks!

[Sergey]

Tried to stop and restart log_old. Reinstall log_new agent.

please do not post screenshots.

al_1 - server screenshot where there is no problem

al_2- server screenshot where the problems

[Sergey]

Tried to stop and restart log_old. Reinstall log_new agent.

please do not post screenshots.

al_1 - server screenshot where there is no problem

al_2- server screenshot where the problems

Attachment(s)

Agent_old.log   37 KB 1 version

Agent_new.log   57 KB 1 version

[Sergei Zjaikin]

It's weird but the both client logs show that agent was able to register on task server without a problem from the first attempt.
Below are the records from the log.

-----------------------------------------------------------------------------------------------------
File: Agent_new.log
An attempt to register on Task Server [Altiris***] over [http] completed with status [REGISTERED].
Date: 28/05/2020 11:21:04, Tick Count: 1032254539 (11.22:44:14.5390000), Host Name: HPV06, Size: 345 B
-----------------------------------------------------------------------------------------------------
File: Agent_old.log
An attempt to register on Task Server [altiris***] over [http] completed with status [REGISTERED].
Date: 28/05/2020 10:50:20, Tick Count: 1030410383 (11.22:13:30.3830000), Host Name: HPV06, Size: 344 B
-----------------------------------------------------------------------------------------------------

Does the agent looses task server connection later? From the logs it looks like everything should be all right and tasks should be coming to the agent. 
Please check "Task Status" page in the agent UI, what does it say?

thanks!

[Sergey]

now i get an error Failed to execute task", OS error = 2147746291.
licenses are valid. full solution not described

[Igor Perevozchikov]

Which task is scheduled to this client?

------------------------------
Software QA Engineer 3
Broadcom Inc.
------------------------------

[Sergei Zjaikin]

2147746291 error description is "Invalid class string", which means you don't have a task handler (the thing that executes the task) installed or registered on the client side.
Go to "\Program Files\Altiris\Altiris Agent\Agents\Agent Tasks"" and try registering  task handlers DLLs like below

regsvr32 BaseTaskHandlers.dll

then go to \Program Files\Altiris\Altiris Agent and register one more DLL

regsvr32 AgentControlTaskHandler.dll

the steps above register all the standard default agent task handlers

I've got a question about your agent, how it was installed or made? Was it installed frtom the installation package or somehow installed module by module? I noticed the lines like one below in the previous logs
---------------------------------
RegisterDLL, C:\Program Files\Altiris\Altiris Agent\AeXNetMon.dll has been registered
---------------------------------
that line suggest that the command aexagentutil /registerclient is executed every time agent starts for some reason.
That "registerclient" command does the same kind of DLL registration I suggested doing for task DLLs.
The question why do you need to run this command? Does the agent get broken after some actions so you need to register DLLs again?
That "registerclient" command registers AgentControlTaskHandler.dll but it does not register BaseTaskHandlers.dll

thanks!

[Sergey]

The agent is installed automatically on all deployed servers from the standard installation package. I assume the problem is in InvAgent.dll (InvSoln). Located separately from the main library files

C:\Program Files (x86)\Altiris\Altiris Agent\Agents\Inventory Agent

[Sergey]

Collecting data about hardware

[Sergei Zjaikin]

Did you try registering DLLs located in C:\Program Files (x86)\Altiris\Altiris Agent\Agents\Inventory Agent using regsvr32.exe?

That should help, Not clear how the registration could be lost though. Have you even run standalone inventory on that machine?

The old versions had the similar problems with other DLLs.

[Sergey]

Yes, I registered it manually. At first glance it helped.
I unpacked the agent and do not see this library in it, how to add it to the installer?

[Sergei Zjaikin]

It is part of Inventory Solution Agent. It gets installed using a separated installation policy and inventory agent package.

[Sergey]

what policy sets this package

[Igor Perevozchikov]

In SMP Console, find "Inventory Plug-in Install" policy and make sure that this client computer is in "Resource Target" of this rollout policy

------------------------------
Software QA Engineer 3
Broadcom Inc.
------------------------------

[Sergey]

thank