KNOWN ISSUE: Symantec Management Agent unresponsive due to unhandled exception

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Article ID: 158393

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

The Symantec Management Agent is unresponsive although the agent service is still running.  During this hung state, manually forcing a client configuration update or sending basic inventory does not produce any perceived activities on the agent.  If the TaskManagement folder is renamed on the impacted client computer and the Symantec Management Agent service is restarted, normal functionality may resume for a period of time before reverting back to the hung state.  A review of the agent log files may have similar entries as those below.

 

Process: AeXNSAgent.exe (12100)
Thread: 11420
Module: smfagent.dll
Source: CDeliveryPolicy::CheckIfElseTaskIsValid()
Description:
  If/else condition called for non-completed task: 19eaa5d0-27f2-4985-baf6-860f10610ce4

Process: AeXNSAgent.exe (12100)
Thread: 11420
Module: Client Task Agent.dll
Source: Unknown Exception
Description:
  CTaskExecutionEngineWin32::SendStatusForInstance(): Unhandled exception!
 

 

Cause

The Symantec Management Agent is encountering an unhandled exception.

 

Resolution

A pointfix has been created for the ITMS 7.1 SP2 MP1.1 rollup version 4 platform.  Please contact support to receive instructions for this pointfix.  Symantec Development is working to include this fix into an upcoming rollup.


Applies To

Symantec Management Platform 7.1 SP2 MP1.1 Rollup Version 4

 

Attachments

Pointfix_3149398_7.1_SP2_MP1_v4.zip get_app