Unable to process session message - DecryptData failure - Errors in the SMP logs when the Altiris Object Host Service is set to logon as an account other than Local System account

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Article ID: 159186

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Updated On:

Products

Management Platform (Formerly known as Notification Server) Deployment Solution

Issue/Introduction

You are getting errors in the Notification Server logs that say 'Unable to process session message' after making changes to the logon account used by the Altiris Object Host Service.

Deployment Solution specific:  Initial Deployment jobs do not start on the client.  The SMP.log on the client reports task server registration as [PENDING]

[1] 4/14/2014 5:41:59 PM (AtrsHost) Altiris.ClientTask.Server.ServerRefreshManager.ProcessMessage
Unable to process session message: "System.Byte[]": System.Runtime.InteropServices.COMException (0x00000005): DecryptData failure. Error 5
at Symantec.NSAgent.AgentStorage.DecryptData(Byte[] encryptedData, UInt32 flags)
at Altiris.ClientTask.Server.ServerRefreshManager.PrepareData(Byte[] message)
at Altiris.ClientTask.Server.ServerRefreshManager.ProcessMessage(Byte[] message)
-----------------------------------------------------------------------------------------------------
Date: 4/14/2014 5:41:59 PM, Tick Count: 485442257, Host Name: <NS Server>, Size: 657 B
Process: AtrsHost (4044), Thread ID: 11, Module: AtrsHost.exe
Priority: 1, Source: Altiris.ClientTask.Server.ServerRefreshManager.ProcessMessage
File: C:\ProgramData\Symantec\SMP\Logs\a.log
 

 

Cause

PLEASE NOTE THAT THESE SERVICES SHOULD BE SETUP THIS WAY FOR 7.5! If you are working on 7.1 the services should be set to the service ID.

The errors in the logs are caused by the logon account for the Altiris Object Host Service getting set to the Altiris Application ID (Service ID) instead of being set to 'Local System account'

 

Resolution

To resolve the issue do the following:

1. Open the Windows Server Manager

2. Go to Server Manager --> Configuration --> Services

3. Highlight th 'Altiris Object Host Service' then right-click and select 'Properties'

4. In the properties window select the 'Log On' tab

5. Change te 'Log on as' value to 'Local System account' and then hit the 'ok' button

6. After making the change to the logon account make sure to stop the 'Altiris Object Host Service' and then start it back up

 

 

Applies To

ITMS 7.5