Symantec Management Agent crashes on various Operating Systems

Products

• IT Management Suite

Issue/Introduction

Symantec Management Agent crashes on service start within a second. According to memory dump analysis this is caused by defect in SMF (Software Management Framework) agent.

STACK_TEXT: 

0968d624 101347a5 010e52c0 b6d2f28d 00000000 0x69006c
0968d6e0 10123e1d 010e5248 b6d2fc59 02dc8eb8 SMFAgent!DllUnregisterServer+0x121205
0968d834 1012315c b6d2fca5 00000000 00000000 SMFAgent!DllUnregisterServer+0x11087d
0968d8c8 10122e9b 00000000 00000000 b6d2f925 SMFAgent!DllUnregisterServer+0x10fbbc
0968dd48 10026926 0968f540 b6d2d085 00000000 SMFAgent!DllUnregisterServer+0x10f8fb
0968f4e8 1001a95c 0968f540 02dc4668 00000000 SMFAgent!DllUnregisterServer+0x13386
0968f4fc 10039b33 0968f540 b6d2d1dd 00000000 SMFAgent!DllUnregisterServer+0x73bc
0968f5b0 1003872a 00405d84 0110baa8 02dc44d8 SMFAgent!DllUnregisterServer+0x26593
0968f5cc 10035c31 00405d84 0110baa8 b6d2d2b1 SMFAgent!DllUnregisterServer+0x2518a
0968f6dc 100259d9 00405d84 b6d2d3e1 00000000 SMFAgent!DllUnregisterServer+0x22691
0968f78c 10017ec2 02dc44d8 02dc44dc 02dc44d8 SMFAgent!DllUnregisterServer+0x12439
0968f7a0 10015502 02dc44d8 0968f7c4 10035f40 SMFAgent!DllUnregisterServer+0x4922
0968f7ac 10035f40 02dc44d8 02dc44dc 00000000 SMFAgent!DllUnregisterServer+0x1f62
0968f7c4 100314f7 0968f818 10162e4f 00000000 SMFAgent!DllUnregisterServer+0x229a0
0968f7e0 1015db1f 02dc44d8 b6d2dc75 00000000 SMFAgent!DllUnregisterServer+0x1df57
0968f818 1015dbc7 00000000 0968f830 76eded5c SMFAgent!DllUnregisterServer+0x14a57f
0968f824 76eded5c 04762040 0968f870 779337eb SMFAgent!DllUnregisterServer+0x14a627
0968f830 779337eb 04762040 57e60d67 00000000 kernel32!BaseThreadInitThunk+0xe
0968f870 779337be 1015db45 04762040 00000000 ntdll!__RtlUserThreadStart+0x70
0968f888 00000000 1015db45 04762040 00000000 ntdll!_RtlUserThreadStart+0x1b
 

Error from Symantec Management Agent log:

Exception - Access Violation: C0000005

Bit Flag: 00000008 - Memory Address Accessed: 0069006C : 0968D1D8

EAX=0069006C EBX=04762040 ECX=04590E68 EDX=102100C6 ESI=00000000

EDI=00000000 EBP=0968D6E0 ESP=0968D628 EIP=0069006C FLG=00010246

CS=001B DS=0023 SS=0023 ES=0023 FS=003B GS=0000

Context Record: 0968D0C4 Exception Record: 0968D0C0

Stack dump:

Stack Trace

0069006C (unknown) : <unknown module>

10123E1D (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

1012315C (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

10122E9B (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

10026926 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

1001A95C (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

10039B33 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

1003872A (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

10035C31 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

100259D9 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

10017EC2 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

10015502 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

10035F40 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

100314F7 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

1015DB1F (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

1015DBC7 (DllUnregisterServer) : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\smfagent.dll

76EDED5C (BaseThreadInitThunk) : C:\Windows\system32\kernel32.dll

779337EB (RtlInitializeExceptionChain) : C:\Windows\SYSTEM32\ntdll.dll

779337BE (RtlInitializeExceptionChain) : C:\Windows\SYSTEM32\ntdll.dll

Cause

Defect

Resolution

This issue is fixed in: 7.1 SP2 MP1 Rollup v6, 7.1 SP2 MP1 Rollup v10, 7.5, 7.5 SP1

Applies To

ITMS 7.0
ITMS 7.1