Trying to edit a computer results in a ComponentOne error

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Article ID: 156407

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Updated On:

Products

Management Platform (Formerly known as Notification Server) CMDB Solution

Issue/Introduction

When trying to edit a computer or another asset type, such as a monitor, network printer, etc., a ComponentOne error occurs, which may occur all of the time or only occasionally. After closing this window, the user may be prompted for a network login to the Symantec Management Console. After canceling this or if this does not occur, the computer can still be edited without any issue.

Cause

Various causes can result in this:

Cause: The Internet Explorer browser being used is locked down in its security, either by the user's own configuration choices or by a group policy, preventing the proper execution of ActiveX controls.

Cause: IIS on the Symantec Management Platform server is using kernal-mode authentication.

Cause: The Symantec Management Platform installation in Symantec Installation Manager is corrupted.

Cause: The user's Windows profile is corrupted.

Note: While this type of error occurred in Notification Server 6 (NS6), those ComponentOne issues are caused by other problems and are generally not applicable to ComponentOne issues found in Symantec Management Platform 7.x. Therefore, older articles about resolving this in NS6 are generally not applicable and shouldn't be used unless instructed otherwise by Symantec Technical Support.

Resolution

Depending on the cause, different solutions are available.

Cause: The Internet Explorer browser is locked down.
Solution: This may be difficult to track down as several different security settings can affect how ActiveX controls work or don't work. If one browser on another computer works, or a different version of a browser works on the same computer, compare its security settings to the one that doesn't. This will usually indicate what's different and therefore what needs to be changed on the faulty browser settings. If the user, however, is under a group policy that is causing this, they will need to contact their network administrator to have this changed.

Cause: IIS is using kernal-mode authentication.
Solution: Disable using kernal-mode authentication on the Symantec Management Platform server:

  1. On the Symantec Management Platform server, open IIS.
  2. In the Connections window pane, click on to expand the server_name > Sites > Default Web Site.
  3. Click on Altiris.
  4. In the /Altiris Home window pane, under IIS, double click on Authentication.
  5. In Authentication, click on Windows Authentication.
  6. In the Actions window pane, click on Advanced Settings.
  7. If "Enable Kernal-mode authentication" is enabled, click to disable this.


     
  8. Click on the OK button.
  9. Restart IIS.


Cause: The Symantec Management Platform installation in Symantec Installation Manager is corrupted.
Solution: Repair the Symantec Management Platform in Symantec Installation Manager:

  1. On the Symantec Management Platform server, open Symantec Installation Manager.
  2. In the Installed Products list, click on "Symantec Management Platform". Note: This may also include a service pack entry; click on the Symantec Management Platform entry that does not include the service pack if so.
  3. Click on the Repair button. If errors occur while trying to perform the repair, please contact Symantec Technical Support at (800) 342-0652 and request to speak to the Notification Server support team for further assistance.


Cause: The Windows user profile is corrupted, such as due to the improper removal of a group policy.
Solution: This can easily be verified by logging in as a different person on the affected computer. If Internet Explorer and ComponentOne then works successfully, this is the issue (assuming that an active group policy is not the cause, as the first issue discusses). If so, delete the user profile and then recreate it.

  1. On the affected computer, login to Windows as a different user that is part of the local Administrators group.
  2. In Windows, open Control Panel > User Accounts.
  3. Click on "Configure advanced user profile properties".
  4. Select the affected user profile.
  5. Click on Delete. Notes: (1) The Delete button will be disabled for the logged in account. (2) Deleting the user's profile may result in some minor configuration changes, such as differences on the desktop icon placement, etc., that the user would have to correct once they log back into Windows later.
  6. Log out of Windows as the different user.
  7. Log back into Windows as the original affected user account.


Related Article

Internet Explorer browser errors occur while editing an asset
http://www.symantec.com/business/support/index?page=content&id=TECH202196

 


Applies To

Symantec Management Platform 7.x.

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