Symantec Management Agent status showing Need Attention

[Migration User]

Hello

We having Client Management Suite 7.6. We just pulled out Health status report of Symantec Management Agent.

Almost 50% of agent status showing needs attention. and all are connected in network daily basis. We want to make all that health status.

Is there any task to make all agnet healty?

[Fernando Romano]

Hi Vikas1101.

 

Ok, your agents are not healthy. But why your agents it not healthy? What is showing in Altiris console?

 

Pick up one agent and check what is not healthy. Agent Communication, Configuration Requests or basic inventory. In the same screen on the right there are the tasks to you send to the computer and fix this situation.

 

Also you incrisase or decrease the number of the days to the agent be considered a agent that needs attention. By default it's set to 3 days each one.

 

To change this value, go to "Settings > Agents/Plugins > Target Agent Settings" then choose "All desktop computers > Health Evaluation tab".

 

I hope this helps,

 

[Migration User]

Hello Fernando

I pulled one report which showing agent health status, in which my 1800 altiris agent showing Need attention status. I took one sample PC to check. Machine is in network and pingable. I done all the console like Update configuration, Send basic inventory but still there is no change.

Is any other task we can perfom to make agent health from NS server.

[mabdelnabi]

Hi Vikas1101,

 

What's the settings you have for the "Download New Configuration every:" and "Upload Basic Inventory every:" under the Targeted Agent Settings? If you have that set for say every week but the Health evaulation is set to 3 days then your agents will exhibit the behavior you are seeing. Also, what do you see on the Agent side? Do you see any errors in the Agent? Is it connected to the correct NS?

[Migration User]

Hello

Agent connected to the correct NS and clients are online. Below are our settings

[Alex Bizjajev]

Hi Vikas,

Please check:

1. "Altiris File Receiver" service is started on SMP box.

2. No errors in Altiris log if you perform "full membership update" (Console - Settings - Notification Server - Resource Membership Update). If there are errors - please share the log.

Thank you,

Alex.

[Migration User]

Hi Alex

"Altiris File Receiver" service is running on SMP

There will no errors in Altiris log when we perform "full membership update"

 

Regards

Vikas

[Igor Perevozchikov]

1) Does 'Needs Attention' client computer is managed by your current Notification Server? Open "Resource Manager" of 'Needs Attention' client PC and check what server is there

2) Find this managed client computer which 'Needs Attention' and open "Resource Manager" page via mouse right click menu on selected PC ⇒ "View" ⇒ "Inventory" ⇒ expand "Basic Inventory" folder and click on "AeX AC Client Status" data class (do the same for managed cllient computer which is 'Healthly' and open same "AeX AC Client Status" data class).

Compare "LastBasicInventoryUpdate", "LastPolicyRequest", "TickTime" and "TimeZoneBias" fields ⇒ Is there a big difference with TimeZoneBias and last request dates between 'Healthly' and 'Needs Attention' managed client computers?

3) Also you can import this custom reports pack where you can see who sent and when nse was processed by Notification Server.

There you will see when 'Needs Attention' managed client has sent own basic inventory or requested a policy from NS.

• https://www.symantec.com/connect/downloads/common-symanteccmdb-database-and-ns-health-state

[mabdelnabi]

How's your EvtQue folder looking? Does it have lots of NSEs waiting to be processed?

[Migration User]

There is no any NSEs file in EvtQue folder.

[Migration User]

Hello Igor

1) Needs Attention client computer is managed by current Notification Server.

2) AeX AC client status of Manage computer

 

2) AeX AC client status of Need Attention computer

 

3) There is no any NSEs file in EvtQue folder.

[Fernando Romano]

Is this happening with all managed computers?

If dont, what is the differences between both?

[Igor Perevozchikov]

Well as we can see, 'Needs Attention' PC has sent last basic inventory and requested policy in the middle of August month and doesn't communicate with NS almost 3 months.

Try to open Remote Desktop connection to this impacted client PC or use a RAAD tool to identify what is going on there on "Needs Attention' PC https://support.symantec.com/en_US/article.HOWTO95133.html

[Migration User]

Hello 

I took one new client computer which shows status Need Attention in Console. I tried to open agent status using RAAD tool

 

[mabdelnabi]

Can you launch the agent locally on one of the effected computers? What do you see there?

[Migration User]

I cant login to the local computer but just now access through RAAD tool it showing perfect

[Alex Bizjajev]

May you compare computer guids: one shown in SMA on a client side with one shown in NS console - are they the same?

[Migration User]

No.... Guid is not same in SMA on a client side and one shown in NS Console

[Alex Bizjajev]

May you filter NS log by the client guid which is shown in console - will it find some errors or warnings, specifically with "merge" word within?

I wondering what will happen if you delete some "not updated" computer in NS console and send basic inventory from the corresponding agent -- will computer appear in console with normal health status (after the collections membership update)?

Thank you,

Alex.

[Igor Perevozchikov]

Also you can create a custom SQL report to see when merge of appropriate resource has occured, which GUID is has and what current GUID is in use:

SELECT [_ResourceGuid]
      ,[_eventTime]
      ,[_forward]
      ,[MergeKeyName]
      ,[MergeKeyValue]
      ,[Resource1Guid]
      ,[Resource1Name]
      ,[Resource2Guid]
      ,[Resource2Name]
      ,[MergeDate]
  FROM
  [Evt_Resource_Merge]
  ORDER BY MergeDate
  DESC

 

[Migration User]

Hello Igor

merge of appropriate resource has occured from 30th May 2016 till 22nd Nov 2016.

 

 

[Johannes Bedrech]

Hi vikas1101,

What happens if you click on "Needs attention"? see Sceenshot

Do you have any scheduled imports for computer?

I have seen the same issue if customers have WINS Import running (on schedule..) so the clients showing "needs attention" after the Discovery (WINS Import) and after the agent checks in the show as  "Healthy"...

Network23

[Migration User]

Hello Network23

We dont have any scheduled imports for computer.

Sample computer status when we click on Need Attention

 

[MyITGuy]

If the GUIDs are different, there is a larger issue. Namely we're looking at the wrong computer in SMP. SMP relies on the GUID as the primary association between the client and the server. Approaching this from a "Needs Attention" perspective may be jumping the gun a bit.

Keeping the same computer, get its GUID. Then replace {GUID} in the following link and use the link from the SMP server.

http://localhost//Altiris/Console/Dashboard/DashboardView.aspx?ResourceGuid={GUID}

This should take you directly to the Resource Manager page for the computer. This may shed some light on what this computer is (different name, etc.). It may also show that this computer is checking-in normally. If so, we need to locate the computer that is actually failing.

Let us know.

[Diego Chavez]

Hi people!

i need to know where or how i can find the agent health dashboard

thnks to all!

[Igor Perevozchikov]

Open Symantec Management Console ⇒ "Manage" ⇒ "Computers" ⇒ down there by default it opens "All Computers" list, then click on >> and choose "Agent Health"