Policy request failed, COM error: Failed to process policy data: The system cannot find the file specified (0x80070002)] Error

[WDRAIN1]

Any ideas on how to fix SMA clients (w/o re-installing the agent) with the following error in the log ?

Policy request failed, COM error: Failed to process policy data: The system cannot find the file specified (0x80070002)]

here's a screenshot of the log file error output from RAAD on a client that is getting this error, causing the client to not get SWD policies...

[--]

Hi,

What version is the agent on?

You could try to clear the client policies and the queue folders (might mis some events, but will be sent when policies run again)

if that fails you can try:

1.) Stop agent service
2.) Clear client policies & queue folders
3.) run AeXAgentUtil.exe /uninstallagents
4.) AeXAgentUtil.exe /registerclient
5.) Start agent if not already started by AeXAgentUtil.exe

If all else fails, the agent should still be able to receive tasks, create a task to uninstall, and re-install. Powershell does give you the ability to download a file and execute it.

Good luck.

[Igor Perevozchikov]

Hi WDRAIN1!

1. What is SMA & SMP version?
2. What OS has this affected client computer? Probably this OS type isn't properly populated in filters/resource targets so this client isn't in target of SMA settings policies and can't receive any policy from NS. 
3. C:\Program Files\Altiris\Altiris Agent\Client Policies\ contains nothing on this affected client computer?

Thanks,
IP.

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[WDRAIN1]

Hey Igor

The Agent version is 8.5.5733 and the SMP 8.5 RU4, the OS affected is Windows 10 

and regarding the C:\Program Files\Altiris\Altiris Agent\Client Policies\ directory is empty.

I have deleted the files in attempt to fix the error without any success.

[Igor Perevozchikov]

Actually Agent 8.5 RU4 release version is 8.5.5713 (so seems like you have latest cumulative PF 8.5 POST RU4 installed?)

Win10 client computer version is 1809, 1903, 1909 or higher?

Could you please:
- Open "Resource manager" page for affected client computer -> on Resource Manager page, click "Summary" -> "Filters Summary" and check whether it is in required filters

- Open "Agent Registration" report and check this affected client computers registration status

- Open "Targeted Agent Settings" policy and check whether this affected client computer is in resource target of SMA settings policy or not (try to create separate resource target to force inclusion of this affected PC and save changes -> refresh policy on client side)

- Is there warning/error messages in NS log related to max concurrent requests, etc?

- Is there messages in NS log related to 'merge' activities of this affected client computer?

Best regards,
IP.

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[Sergei Zjaikin]

I'm afraid agent secure storage  got corrupted for some reason. Is it a single client that behaves this  way?
DEBUG level logs would help identifying if this is the case. You may want to enable DEBUG level (the lowest one), request the policy again and see for the additional log entries around COM error.

If there is in fact a storage corruption then the agent theoretically should have checked and fixed the corruption automatically.
To force the corruption check you can add DWORD registry entry: to HKLM\SOFTWARE\Altiris\Altiris Agent\Diagnostics
startupStorageIntegrityCheck = 2
and restart the agent.

If that does not help then you'll need to remove the secure storage so agent could re-create it:
1. stop the agent
2. remove folder C:\ProgramData\Symantec\Symantec Agent\Ldb. The folder is hidden
3. start the agent back

Please provide DEBUG logs if steps above do not help or cannot be executed.

[WDRAIN1]

Thanks

it seems that

1) stopping the agent
2) removing the  folder C:\ProgramData\Symantec\Symantec Agent\Ldb file
3) restarting the agent

fixed the issues

Regards