SMF Agent crashes during a Software Deployment like Microsoft Office 2010, after actions do not run

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Article ID: 156430

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Software Management Solution

Issue/Introduction

SMF Agent crashes during a Software Deployment like Microsoft Office 2010, after actions do not run.

Priority: 1
Date: 4/24/2012 4:35:05 PM
Tick Count: 4916589
Process: AeXNSAgent.exe (1888)
Thread ID: 5152
Module: AeXNSAgent.exe
Source: SurrogateProcWatchdogThread
Description: Process watchdog: Exiting agent process so Windows Service
Autorecovery can restart


Priority: 1
Date: 4/24/2012 4:35:05 PM
Tick Count: 4916589
Process: AeXNSAgent.exe (1888)
Thread ID: 5152
Module: AeXNSAgent.exe
Source: SurrogateProcWatchdogThread
Description: Process AeXNSAgentHostSurrogate32.exe not running

Priority: 1
Date: 4/24/2012 4:35:08 PM
Tick Count: 4919491
Process: AeXNSAgent.exe (1888)
Thread ID: 5152
Module: AeXNSAgent.exe
Source: Altiris Agent
Description: Exception - Access Violation: C0000005

Bit Flag: 00000000 (Read Error) - Memory Address Accessed: 000000000AD750B8 :
000000000593F6A8
RAX=000000000AD750B8 RBX=00000000061DE470 RCX=000000000AD750B8
RDX=0000000000000000 RSI=000000000593FA00
RDI=000000000593FA30 RBP=0000000000000000 RSP=000000000593F750
RIP=0000000006126764 FLG=00010206
CS=0033 DS=002B SS=002B ES=002B FS=0053 GS=002B
Context Record: 000000000593EA48 Exception Record: 000000000593EA40

Stack Trace
000000004000528F (Unknown Symbol) : C:\Program Files\Altiris\Altiris
Agent\AeXNSAgent.exe
0000000076F69490 (UnhandledExceptionFilter) : C:\Windows\system32\kernel32.dll
00000000770843B8 (MD5Final) : C:\Windows\SYSTEM32\ntdll.dll
00000000770085A8 (_C_specific_handler) : C:\Windows\SYSTEM32\ntdll.dll
0000000077019D0D (RtlDecodePointer) : C:\Windows\SYSTEM32\ntdll.dll
00000000770091AF (RtlUnwindEx) : C:\Windows\SYSTEM32\ntdll.dll
0000000077041278 (KiUserExceptionDispatcher) : C:\Windows\SYSTEM32\ntdll.dll
0000000006126764 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
00000000060D4C13 (Unknown Symbol) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
0000000006125317 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
0000000006129647 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
0000000006129607 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
0000000006129575 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
0000000006127DC8 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
0000000006126211 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
0000000006125B40 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
000000000612A5CC (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
000000000612A492 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
000000000612A3BC (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
000000000612A393 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
00000000061DE480 (InventoryRuleCache::CHttpClient::Post) : C:\Program
Files\Altiris\Altiris Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
00000000060F191A (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
00000000060EAA20 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
00000000060EAB7A (DllUnregisterServer) : C:\Program Files\Altiris\Altiris
Agent\Agents\Inventory Rule Agent\InventoryRuleAgent.dll
0000000077014371 (LdrShutdownProcess) : C:\Windows\SYSTEM32\ntdll.dll
0000000077014180 (RtlExitUserProcess) : C:\Windows\SYSTEM32\ntdll.dll
0000000040021C8A (Unknown Symbol) : C:\Program Files\Altiris\Altiris
Agent\AeXNSAgent.exe
0000000040096920 (Unknown Symbol) : C:\Program Files\Altiris\Altiris
Agent\AeXNSAgent.exe
00000000400D9EB7 (Unknown Symbol) : C:\Program Files\Altiris\Altiris
Agent\AeXNSAgent.exe
00000000400D9F6B (Unknown Symbol) : C:\Program Files\Altiris\Altiris
Agent\AeXNSAgent.exe
0000000076EE652D (BaseThreadInitThunk) : C:\Windows\system32\kernel32.dll
000000007701C521 (RtlUserThreadStart) : C:\Windows\SYSTEM32\ntdll.dll


Priority: 1
Date: 4/24/2012 4:35:37 PM
Tick Count: 4948788
Process: AeXAgentUtil.exe (3752)
Thread ID: 10700
Module: AeXAgentUtil.exe
Source: Altiris Agent
Description: Thread 0x1420 stack trace:
*  N   ADDR   STACK   FRAME
*  0 000000007704135A 000000000593E218 000000000593E210    ntdll.dll!
NtWaitForSingleObject+0xa
*  1 00000000FD1110AC 000000000593E220 000000000593E2B0    KERNELBASE.dll!
WaitForSingleObjectEx+0x9c
*  2 000000004008F732 000000000593E2C0 000000000593E400
*  3 0000000040005B1D 000000000593E410 000000000593E8F0
*  4 0000000076F69490 000000000593E900 000000000593E9D0    kernel32.dll!
UnhandledExceptionFilter+0x160
*  5 00000000770843B8 000000000593E9E0 000000000593EA00    ntdll.dll!
MD5Final+0x1de8
*  6 00000000770085A8 000000000593EA10 000000000593EA70    ntdll.dll!
_C_specific_handler+0x9c
*  7 0000000077019D0D 000000000593EA80 000000000593EAA0    ntdll.dll!
RtlDecodePointer+0xbd
*  8 00000000770091AF 000000000593EAB0 000000000593F180    ntdll.dll!
RtlUnwindEx+0xbbf
*  9 0000000077041278 000000000593F190 000000000593F740    ntdll.dll!
KiUserExceptionDispatcher+0x2e
* 10 0000000006126764 000000000593F750 000000000593F770   
InventoryRuleAgent.dll!DllUnregisterServer+0x4ae94
* 11 00000000060D4C13 000000000593F780 000000000593F7A0
* 12 0000000006125317 000000000593F7B0 000000000593F7D0   
InventoryRuleAgent.dll!DllUnregisterServer+0x49a47
* 13 0000000006129647 000000000593F7E0 000000000593F800   
InventoryRuleAgent.dll!DllUnregisterServer+0x4dd77
* 14 0000000006129607 000000000593F810 000000000593F830   
InventoryRuleAgent.dll!DllUnregisterServer+0x4dd37
* 15 0000000006129575 000000000593F840 000000000593F860   
InventoryRuleAgent.dll!DllUnregisterServer+0x4dca5
* 16 0000000006127DC8 000000000593F870 000000000593F890   
InventoryRuleAgent.dll!DllUnregisterServer+0x4c4f8
* 17 0000000006126211 000000000593F8A0 000000000593F8D0   
InventoryRuleAgent.dll!DllUnregisterServer+0x4a941
* 18 0000000006125B40 000000000593F8E0 000000000593F900   
InventoryRuleAgent.dll!DllUnregisterServer+0x4a270
* 19 000000000612A5CC 000000000593F910 000000000593F9A0   
InventoryRuleAgent.dll!DllUnregisterServer+0x4ecfc
* 20 000000000612A492 000000000593F9B0 000000000593FA70   
InventoryRuleAgent.dll!DllUnregisterServer+0x4ebc2
* 21 000000000612A3BC 000000000593FA80 000000000593FAB0   
InventoryRuleAgent.dll!DllUnregisterServer+0x4eaec
* 22 000000000612A393 000000000593FAC0 000000000593FAE0   
InventoryRuleAgent.dll!DllUnregisterServer+0x4eac3
* 23 00000000061DE480 000000000593FAF0 000000000593FB10   
InventoryRuleAgent.dll!InventoryRuleCache::CHttpClient::Post+0x95c20
* 24 00000000060F191A 000000000593FB20 000000000593FB80   
InventoryRuleAgent.dll!DllUnregisterServer+0x1604a
* 25 00000000060EAA20 000000000593FB90 000000000593FBB0   
InventoryRuleAgent.dll!DllUnregisterServer+0xf150
* 26 00000000060EAB7A 000000000593FBC0 000000000593FBF0   
InventoryRuleAgent.dll!DllUnregisterServer+0xf2aa
* 27 0000000077014371 000000000593FC00 000000000593FD10    ntdll.dll!
LdrShutdownProcess+0x1d1
* 28 0000000077014180 000000000593FD20 000000000593FD40    ntdll.dll!
RtlExitUserProcess+0x90
* 29 0000000040021C8A 000000000593FD50 000000000593FE60
* 30 0000000040096920 000000000593FE70 000000000593FEF0
* 31 00000000400D9EB7 000000000593FF00 000000000593FF20
* 32 00000000400D9F6B 000000000593FF30 000000000593FF50
* 33 0000000076EE652D 000000000593FF60 000000000593FF80    kernel32.dll!
BaseThreadInitThunk+0xd
* 34 000000007701C521 000000000593FF90 000000000593FFD0    ntdll.dll!
RtlUserThreadStart+0x21

Cause

Unknown

Resolution

This issue has been reported to the Symantec Development Team. A fix will be provided in a later release (currently targeted to SMP 7.1 SP2 MP1 and ITMS 7.5)

A poinfix is also available. Please see attached "Pointfix_eTrack2784093.zip". The ReadMe contains information on how to apply the fix.

Once the Point-fix has been applied, the policy to upgrade the Symantec Management Agent needs to be enabled so that the fix is deployed to all managed clients.


Applies To

Software Management 7.1 SP1, 7.1 SP2

Attachments

Pointfix_eTrack2784093.zip get_app