When viewing a computer to check its Manufacturer, Model, Serial Number or System Number, it is noticed that one or more of these values are now incorrect. For example, while editing a computer (which displays CMDB Solution data classes), its Manufacturer and Model appear to be from Dell:
However, when the computer is viewed in Resource Manager's Home page in the Hardware section (which displays Inventory Solution data classes), its Manufacturer and Model appear from to be from HP:
Or, any of these, when checked, no longer have expected values at all.
Review the following information to determine what the issue and solution are.
Issue: Hardware, such as a motherboard, was replaced on the original computer. Inventory Solution has updated its hardware data classes via a Hardware policy. However, older CMDB data classes still show the older hardware values.
Solution: The CMDB task Inventory to Asset Synchronization would normally be used to copy Inventory Solution's Manufacturer, Model, Serial Number and System Number to CMDB Solution's counterpart data classes. However, if CMDB's counterpart data classes have any non-empty values, the task will not overwrite the old values with the new values from the updated hardware from Inventory Solution. In this case, the customer must find a way to clear out the CMDB Solution's counterpart data classes so that the Inventory to Asset Synchronization can be used to repopulate its data classes from the updated Inventory Solution's data classes.
Issue: A computer has been reimaged, its name reused by a different computer or images with the Symantec Management Agent that have an existing GUID are resulting in Inventory Solution data being matched up against the older computer record, even if it was deleted in Altiris. This can result in duplicate IP addresses or MAC addresses, among other duplicate issues. This may have come about by deploying an image such as from Deployment Solution or by a virtual machine set to use a specific MAC address, for example.
Solution: Altiris doesn't support reusing computers or their names as this can result in duplicate or shared GUIDs and/or corrupted inventory and asset data. Information about this can be found here:
Why am I unable to edit the name of certain computer resources?
It is also not recommended to deploy images with the Symantec Management Agent that already has an existing GUID. These processes must be carefully implemented therefore to avoid having records merged and Inventory Solution data going to older records by accident. Ensure that duplicate and shared GUIDs do not exist to help avoid Inventory Solution data corruption and mismatches. If this has already occurred, there may be no method to recover the lost overwritten data. The customer's best recommendation then is to delete the computer in Altiris, then let it check back in from its Symantec Management Agent and then lastly run a new Inventory Solution Hardware policy to it. Additional information about troubleshooting duplicate and shared GUIDs can be found in the following article:
Issues occur when using duplicate computer names and/or GUIDs
Issue: CMDB data has been imported in via Data Connector, Barcode or manually entered into computers. When the Inventory to Asset Synchronization runs, it fails to copy over Inventory Solution's counterpart data.
Solution: As mentioned above, if CMDB's data classes already contain values, the sync will not overwrite these. If these values are incorrect, the customer can change the method of import to reflect the correct values then reimport the computers. This will update them (not create duplicates) with their correct Manufacturer, Model, Serial Number or System Number, depending on which ones the customer imported previously.
Issue: Certain data that was thought to be present, no longer is. Specifically, computers were believed to have any combination of the Manufacturer, Model Serial Number or System Number. But when checked, these no longer have one or more of these fields populated.
Solution: The solution depends on how the data was entered and how the Altiris environment is configured to work. The following are some more common causes of this.
Further Inventory to Asset Synchronization task troubleshooting
For the above scenarios that relate to the Inventory to Asset Synchronization, the bottom line is that Inventory Solution's Manufacturer, Model, Serial Number or System Number no longer are the same in CMDB's counterpart data classes. And, the Inventory to Asset Synchronization task is not designed to overwrite existing values. This leaves the customer with having to clear out CMDB's values before the task can then work successfully with the affected computers. The following tools are provided in this article to help facilitate this:
Unable to find computer by searching for its Serial Number
How does the CMDB task "Inventory to Asset Synchronization" work?
Any version of Inventory Solution and CMDB Solution.