Altiris Agent service is crashing on computer with Out of Band (OOB) plug-in installed after upgrading from Symantec Management Platform 7.1 SP1 to 7.1 SP2

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Article ID: 156616

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

Altiris Agent service is crashing on computer with Out of Band (OOB) plug-in installed after upgrading from Symantec Management Platform 7.1 SP1 to 7.1 SP2.

This is an issue with an optional and separately installed component of the Endpoint Management product that was reported by a single Symantec customer.

****Stack trace information from the logs.
Kernel32.dll
---------------
"Exception - Access Violation: 00000000

Bit Flag: 00000000 (Read Error) - Memory Address Accessed: 0189A00B : 0188ECA0
EAX=00000001 EBX=00172EA0 ECX=00000001 EDX=00000002 ESI=0188EFC0
EDI=0189A00B EBP=0188EFA0 ESP=0188EF70 EIP=7C809E32 FLG=00210202
CS=001B DS=0023 SS=0023 ES=0023 FS=003B GS=0000
Context Record: 0188EB98 Exception Record: 0188EB94

Stack Trace
0048874A (Unknown Symbol) : C:\Program Files\Altiris\Altiris
Agent\AeXNSAgent.exe
004041D8 (Unknown Symbol) : C:\Program Files\Altiris\Alti"

ALSO

"Exception - Access Violation: C0000005

Bit Flag: 00000000 (Read Error) - Memory Address Accessed: 016DB003 : 016BECB0
EAX=00000001 EBX=00172EA0 ECX=00000001 EDX=00000002 ESI=016BEFD0
EDI=016DB003 EBP=016BEFB0 ESP=016BEF80 EIP=7C809DA2 FLG=00210202
CS=001B DS=0023 SS=0023 ES=0023 FS=003B GS=0000
Context Record: 016BEBA8 Exception Record: 016BEBA4

Stack Trace
0040484F (Unknown Symbol) : C:\Program Files\Altiris\Altiris Agent\AeXNSAgent.exe
7C863236 (UnhandledExceptionFilter) : C:\WINDOWS\system32"



msxml3.dll
------------
"Exception - Access Violation: 00000000

Bit Flag: 00000001 (Write Error) - Memory Address Accessed: 00000049 : 089CF338
EAX=00000000 EBX=00000000 ECX=749CD65A EDX=7C90E514 ESI=00F82FB0
EDI=00000000 EBP=089CF644 ESP=089CF608 EIP=749DE39F FLG=00010286
CS=001B DS=0023 SS=0023 ES=0023 FS=003B GS=0000
Context Record: 089CF230 Exception Record: 089CF22C

Stack Trace
0048874A (Unknown Symbol) : C:\Program Files\Altiris\Altiris
Agent\AeXNSAgent.exe
004041D8 (Unknown Symbol) : C:\Program Files\Altiris\Alt"

client task agent.dll
----------------------
"Exception - Access Violation: 00000000

Bit Flag: 00000000 (Read Error) - Memory Address Accessed: 00000004 : 08B2F304
EAX=00000000 EBX=00000000 ECX=0545D734 EDX=00000000 ESI=0545D734
EDI=00000000 EBP=08B2F6E8 ESP=08B2F5D4 EIP=035B4935 FLG=00010206
CS=001B DS=0023 SS=0023 ES=0023 FS=003B GS=0000
Context Record: 08B2F1FC Exception Record: 08B2F1F8

Stack Trace
0048874A (Unknown Symbol) : C:\Program Files\Altiris\Altiris Agent\AeXNSAgent.exe  
 

Cause

The problem was caused by incorrect data that was returned by the HECI driver, which allows the Out of Band plug-in to communicate with the Intel SCS server and AMT hardware.

 

Resolution

If required the following steps can be tried to stop all SMP agents from crashing.


As a first step, please turn off all OOB related agent install/upgrade policies.
SMP Console > Settings > All Settings >Agents/Plug-ins >Remote Management >Out of Band Management >Out of Band Task Plug-in - Install

Option 1. Uninstall OOB using the policy
SMP Console > Settings > All Settings >Agents/Plug-ins >Remote Management >Out of Band Management >Out of Band Task Plug-in - Uninstall

Option 2. Uninstall OOB Plugin
Run the attached file : Remove_OOB.exe on the client computer.

Option 3. Remove all installed plugin
On client computer simply run <install path>\altiris agent\aexAgentUtil.exe /UninstallAgents
This command can be run using a script/batch file.
or simply use psexec tool.
Download Source: http://technet.microsoft.com/en-us/sysinternals/bb897553.aspx

 

If you encounter this issue, please contact Technical Support for resolution.

 

 

Applies To

 

Altiris Agent version 7.1.15280.8280 (7.1 SP2) with the Out of Band plug-in installed.

Attachments

Remove_OOB.EXE get_app