Computer Barcode field value disappears later after being set

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Article ID: 158588

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Updated On:

Products

Symantec Products

Issue/Introduction

After assigning a barcode to a computer, the barcode value disappears later.

Cause

Various.

Resolution

In general, once a barcode value is assigned to a computer, it should not disappear later. The following instructions provide comprehensive troubleshooting on how to find out why this is happening. Note: This article discusses a computer's Barcode field, but this is also applicable to any resource type that has a Barcode field as well.

Part 1: Check if the Barcode value is present or not.

Check the computer record that has a missing barcode value to verify if it is actually present or not. This is performed by editing the computer that has a missing barcode value and also by checking its Resource Change History. Also check if the Notification Server is in a hierarchy or uses stand-alone replication rules. The following instructions describe how to perform these checks.
 

  1. In the Symantec Management Platform Console, click on the Home button > Service and Asset Management > Manage Configuration Items.
  2. Click on the folder Computers and Peripherals to expand it.
  3. Click on Computer.
  4. Locate and right click on a computer that has a barcode that was removed, and then click on Edit.
  5. Visually inspect the Barcode and Last Barcode Scan fields to ensure that they are missing their values.
     
    a. If there is no Barcode value and no Last Barcode Scan value, or, if there is no Barcode value but there is a Last Barcode Scan value, continue onto step 6. Note: If there is no Barcode value but there is a Last Barcode Scan value, this most likely indicates that at some point, this computer did have a Barcode value but it was for some reason removed. However, the Last Barcode Scan field is optional and can be used by itself, and therefore in itself is not necessarily proof that the Barcode field for this computer ever held a value.


    b. If there is a Barcode value, with or without a Last Barcode Scan value, however, then this computer doesn't have a missing Barcode issue. Go back to step 4 and to locate a computer that has a missing Barcode value. Note: Other fields are sometimes confused as the Barcode field. For example, the Serial Number and System Number are not the same fields as a Barcode field, even though the user may enter the same values in these fields. If there is a different field missing its value, then these instructions may still be of use in providing troubleshooting for it, however, they are designed specifically for troubleshooting the Barcode field.
     
  6. Close the edit page.
  7. Right click on the computer > CMDB Functions > Resource Change History. Depending on how the barcode value was added to the computer, the Resource Change History will display an entry documenting the change. Click on the entry to expand it to show additional details. Note: If the change doesn't appear in the Resource Change History, i.e., there is no evidence that this ever existed there, this most likely indicates that the barcode value was never set as the user expected. Depending on how the barcode was added to the computer, troubleshooting should then be applied to that process to determine why this wasn't set as expected. This is covered in Part 2: How to Troubleshoot Barcode Changes. In some cases, however, the Resource Change History does not record some events. This is covered in Part 3: How to Perform Advanced Troubleshooting.

    a. If the barcode value was manually edited by a user, an entry will be displayed called "Changes to Barcode by <DOMAIN\user> on <computer>." This lists the user and their computer that they were on when they made the change.



    If the barcode value was manually edited and its value removed by a user, this will appear similar to the following:



    b. If the barcode value was set by a Data Connector import rule, an entry will be displayed called "Changes to Barcode by ConnectorRule: <import rule and its GUID> on <DOMAIN\user> on <computer>". This lists the import rule and its GUID, along with the user and their computer where the import rule was ran on. Note: A CMDB rule can also change the barcode value, which will appear similar to an entry from Data Connector.



    c. If the barcode value was set by a Barcode Solution sync, an entry will be displayed called "Changes to Barcode by <DOMAIN\user> on <computer>". This lists the user and their computer where the Barcode Solution sync occurred on.


     
  8. If all of the above does not help to provide information on what happened to the barcode value, ensure that the Notification Server server where the computer exists at is not a child server in a hierarchy or has stand-alone replication rules copying its Barcode data from one server to another. If so, this is an unsupported configuration that Barcode Solution is unable to work in. Uninstall CMDB Solution, Asset Management Solution and Barcode Solution from child server and only install and use them on the parent server, or, discontinue using a stand-alone replication rule to copy Barcode (and CMDB and Asset) data. Information about this can be found in the following article:

    Does Asset Management or CMDB Solutions support hierarchy and stand-alone replication rules?
    http://www.symantec.com/business/support/index?page=content&id=HOWTO26021


Part 2: How to troubleshoot Barcode changes.

If Part 1 proved that a barcode value was present but is now missing, troubleshoot the process(es) that add a barcode value to computers. The following instructions describe how to perform this troubleshooting. 

Manual Changes

Review if the barcode value was added to the correct computer and that the value added was the correct barcode. It may be that this was added to the wrong computer by accident or that the barcode value was added incorrectly. Also, ensure that the barcode value was added to the Barcode field, not to another field such as the Serial Number or System Number fields.

Data Connector Import Rule Changes

Review any Data Connector import rules, and also CMDB rules, that may be importing or changing barcode values, specifically, any that are mentioned in the Resource Change History of the affected computer. If these are making changes, next ensure that the changes were applied correct as the user expects. If not, perform troubleshooting on the specific rule.
 

  1. In the Symantec Management Platform Console, click on the Settings button > All Settings.
  2. Click on the folders Notification Server > Connector to expand them.
  3. For CMDB rules, click on the folder CMDB Rules to expand it. For Data Connector import rules, click on the folder Import/Export Rules to expand it. Note: The remainder of these instructions describe how to check a Data Connector import rule, but otherwise are similar to how to check a CMDB rule.
  4. Locate and click on the rule to check.
  5. In the "Data class mappings" section, verify that the import rule is assigned to the correct column from the data source in its drop-down list. This will appear similar to the following example:


     
  6. In the "Run history" section, verify that the import rule has run and that its log shows that a barcode value was set. This will appear similar to the following example:


     
  7. In the data being used from the data source, verify that the barcode values are correct. For example, if this is a .CSV or Excel file, edit the file and visually inspect the Barcode column to ensure that the barcode values are correct.
  8. Make any changes as necessary and then run the import rule.
  9. Refer back to Part 1 to check if the barcode value is now set correctly.


Barcode Solution Sync Changes

If the Barcode Solution synchronization profile used is set to require that the Barcode Manager approve changes, review the approval process.
 

  1. In the Symantec Management Console where the Barcode Console Application is installed to, click on the Home button > Service and Asset Management > Barcode.
  2. Click on the folder Manage Changes to expand it.
  3. Click on Resource Uploads.
  4. If there are any pending batches to accept, these may be the ones needed to be approved to then set the barcode values to the expected computers. This will appear similar to the following example:


     
  5. Click on the batch to expand it.
  6. Click on the expanded batch name.
  7. Click on the Resolve Conflict button.
  8. If the Barcode field is set to be updated, the Resolve Conflict window will show this and what the expected value will be. This will appear similar to the following example:


     
  9. Process the batch if necessary.
  10. Refer back to Part 1 to check if the barcode value is now set correctly.


Part 3: How to perform advanced troubleshooting.

Normally, Parts 1 and 2 should be sufficient to find and troubleshoot issues setting barcode values. If not, more in-depth troubleshooting needs to next be performed.

Barcode Solution Sync Changes

If Barcode Solution is used to set barcode values, ensure that the Notification Server has a stable, fast environment. Poor performance by the server can result in changes not being processed, which could then impact the the Barcode field failing to update. Information about this can be found in the following articles:

Barcode sync fails to add new assets
http://www.symantec.com/business/support/index?page=content&id=TECH203704

Using Barcode results in poor Console performance or hangs the Console
http://www.symantec.com/business/support/index?page=content&id=TECH200552

Merges Have Taken Place

Review if merges are occurring, as this may be changing the barcode value. A merge should not normally be causing the barcode value to be removed. This can occur, however, if the record to keep has recently had its barcode value removed. The resulting merged record will then have no barcode value, even though the old record did have one. If merges are being ran or scheduled, if these are suspected to be removing barcode values, disable these from being ran. If no other barcode values are later removed, then these were the likely cause. Note: A merge does not record its changes to an asset's Resource Change History.
 

  1. In the Symantec Management Platform Console, click on the Manage button > Jobs and Tasks.
  2. Click on folders Systems Jobs and Tasks > Service and Asset Management > CMDB to expand them.
  3. Click on Duplicate Computer Merge.
  4. If this has been ran, a list of its tasks will be present (unless deleted by the user).
  5. Back in the CMDB tasks folder, click on Resource Merge Rule.
  6. If this has been ran, a list of its tasks will be present (unless deleted by the user).
  7. Unfortunately, if a merge has occurred, this in itself does not show what was merged but only that it was ran. A SQL script can help, at the least, show what assets were merged. The following is an example of how to display this information. This cannot show the removed barcode value (if there was one), however, as this is not retained in the database.

    USE Symantec_CMDB
    SELECT _eventTime, Resource1Name 'Merged To Resource Name', Resource1Guid 'Merged To GUID', COALESCE(ib.Barcode, '') 'Barcode Kept',
    Resource2Name 'Merged (Removed) Resource Name', Resource2Guid 'Merged (Removed) Resource Guid'
    FROM Evt_Resource_Merge erm
    LEFT JOIN Inv_Barcode ib
    ON ib._ResourceGuid = erm.Resource1Guid
    ORDER BY 1 DESC
     

Duplicate Computer Names and/or GUIDS are Present in the Database

If duplicate computer names and/or GUIDS are present, both of which are not supported, this can result in severe issues, such as data corruption to fields such as the Barcode. Resolve any duplicate names and/or GUIDs to prevent data corruption or field loss. Information about this can be found in the following article:

Issues occur when using duplicate computer names and/or GUIDs
http://www.symantec.com/business/support/index?page=content&id=TECH209477

Review the Database for References to the Barcode Value or the Change

As mentioned earlier, normally most changes to a barcode value is recorded in the asset's Resource Change History. There are certain SQL tables that can also provide similar information. The following SQL scripts provide examples of how to display this information. Note: When a barcode value is added or changed, records are added or updated to both the Inv_Barcode and InvHist_Barcode table. If an asset with a barcode value is deleted or merged, both tables have their record deleted referencing the barcode value.

-- Check the Barcode table.
USE Symantec_CMDB
SELECT *
FROM Inv_Barcode
ORDER BY 3

-- Check the Barcode History table.
USE Symantec_CMDB
SELECT *
FROM InvHist_Barcode
ORDER BY 6

-- Check the Evt_NS_Item_Management for changes to an asset by a user or a task.
USE Symantec_CMDB
SELECT *
FROM Evt_NS_Item_Management
ORDER BY 3 DESC

Custom Data Classes and the Resource Change History

As discussed, nearly all changes to an asset are recorded into its Resource Change History. This also includes the editing of custom data classes (which is not necessarily related to the topic of this article).

Related Articles

Computer's Manufacturer, Model, Serial Number or System Number are incorrect
http://www.symantec.com/business/support/index?page=content&id=TECH209095

Random assets suddenly disappear from the Symantec Management Platform Console
http://www.symantec.com/business/support/index?page=content&id=TECH210362

Asset pick list windows take a long time to populate, times out or doesn't populate at all
http://www.symantec.com/business/support/index?page=content&id=TECH215577

What reports offer a historical view of asset changes or deletions?
http://www.symantec.com/business/support/index?page=content&id=HOWTO92269

After upgrading the Symantec Management Platform 7.1 to 7.5, associations in resources are then missing
http://www.symantec.com/business/support/index?page=content&id=TECH213873


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