Requesting BACKOFF download for package {00000000-0000-0000-0000-000000000000}

Article Id: 159196

Status: Published

Updated On: 10-05-2019 02:42

Legacy Id: TECH216772

Products:

Patch Management Solution for Windows

Issue/Introduction:

High CPU utilization of Symantec Management Agent while trying to download a Package with Guid {00000000-0000-0000-0000-000000000000}.

Agent Logs show the following error:

Unexpected exception downloading package {00000000-0000-0000-0000-000000000000}

Requesting BACKOFF download for package {00000000-0000-0000-0000-000000000000}

Server Logs show the following error:

          Process: w3wp (5092)
          Thread ID: 70
          Module: w3wp.exe
          Source: Altiris.PatchManagement.Policies.VendorPolicyWindows.BuildClientConfigXml
          Description: No rows returned by spPMWin_GetConfigInfoForSoftwareUpdate for Software Update 7e5aa60a9435- 4b90-bd7f-91fd1eedb560

Cause:

There are two scenarios where a PackageGuid {00000000-0000-0000-0000-000000000000} is found in client registry:

Scenario 1.

When a client machine requests a software update policy the Store Procedure 'spPMWin_GetConfigInfoForSoftwareUpdate’ returns duplicate records for one or several software updates inside the policy. Check for duplicate entries in the result.

Scenario 2.

When a client machine requests a software update policy the Store Procedure 'spPMWin_GetConfigInfoForSoftwareUpdate’ returns no record for one or several software updates inside the policy.

Resolution:

Solution for scenario 1:

Apply rollup V9 available at http://www.symantec.com/business/support/index?page=content&id=HOWTO81832 or execute the attached Stored Procedure from SQL Management Studio.

Solution for scenario 2:

Run a full PMImport and re-download the problematic update from the Patch Remediation Center. In a situation where software updates policies are being replicated via standalone replication make sure that the updates being replicated are selected in the PMImport page of both the Parent and the Child Servers.

After applying above steps IIS and the Altiris Services will have to be restarted to clear the policy cache and force the clients to request a new policy configuration.

Note: to confirm the problem run the following sql query against the problemactic update:

exec spPMWin_GetConfigInfoForSoftwareUpdate 'Software Update GUID'

Advisory: Similar issues with a workaround provided on KM: TECH214097

Applies To

Patch Management Solution 7.1 SP2 MP 1.1