Hardware inventory is not populating even after running Full inventory

Products

• Altiris Software Development Kit (ASDK)
• Inventory Solution

Issue/Introduction

This issue was addressed in Inventory Solution 7.1 SP2 MP1.
For better database cleanup scripts see: Inventory hash codes are out of date (http://www.symantec.com/docs/TECH202934)

Full Inventory tasks indicate that they are running successfully on clients but some hardware inventory fields remain blank in the Resource Manager.

When viewed in the Resource Manager all hardware dataclass fields are generated but contain no data. This has been seen on but is not limited to the following dataclasses: Computer Manufacturer, Model, Processor Count, Processor, and RAM. This data is also missing from reports.

Examples can be seen on the attached screen shots. Screenshot1 shows the blank inventory fields, Screenshot 2 shows those fields populated with correct info.
 

No errors in the logs.  NSEs containing hardware info process successfully on their own and manually.
 

Cause

The Data Hash values have gotten stale and need to be reset to NULL

Resolution

 

***PLEASE NOTE: The following troubleshooting steps are performed on the SQL database.  Please perform a full backup of the Symantec_CMDB prior to running any Delete/Update command***

1.  Verify that the affected machines are included in the Collect Full Inventory policy filter and that this policy has run on those machines.  Also verify that all dataclasses are being collected in the policy.

This can be checked by navigating to Manage > Policies > Discovery and Inventory > Inventory > Collect Full Inventory and clicking Advanced in the Policy Rules/Actions pane.  Dataclasses to be collected should be checked (Hardware, Operating System, User and Group are checked by default in the Full Inventory).

 

2.  Run the following query to obtain the GUID of an affected machine.  This will be used for testing, if successful this can be resolved across all clients at once (provided in step ##).

Select * from vComputer

Where Name = 'Name of the affected Computer'

Copy the entry from the Guid column for future use.

 

3.  Run the following query to ensure that the GUID is valid and is included in this table.  Some fields may still be NULL in the DataHash column while others contain will contain data.

Select * from ResourceUpdateSummary

Where ResourceGuid = 'GUID from Step 2'

 

4.  Run the following command to delete all entries from the DataHash column for the test computer and reset them to NULL

 Delete from ResourceUpdateSummary

Where ResourceGuid = 'GUID from Step 2'

 

5.  Perform a Full Inventory on the test machine to repopulate the inventory data.  All dataclass fields should now contain current and accurate data.

 

6.  Repeat this process as necessary for all affected machines.  If desired, the following command can be run to reset the Data Hash for all machines on the environment.  If this command is run, a Full Inventory must be run on all computers in the environment to repopulate the inventory data.

UPDATE ResourceUpdateSummary

SET DataHash = NULL

 

 

Applies To

 

SMP 7.1.1, SMP 7.1.2
Inventory Solution 7.1.x