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Upgrade to ITMS 7.6 failed. Task Management services taking too long to stop.

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Article ID: 162080

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Updated On:

Products

IT Management Suite

Issue/Introduction

Customer is trying to upgrade from ITMS 7.6 HF1 to HF2 when it failed at the end of the Configuration process for "Altiris TaskManagement 7.6 HF2 x64" msi.

With the information collected we identified that the install failure was caused by Altiris Object Host Service (atrshost) and / or Altiris Client Task Data Loader (ctdataloader) services
taking too long to stop. You can see in the logs multiple messages like this during the upgrade during different stages:

Failed while stopping service: ctdataloader
Time out has expired and the operation has not been completed.
  
[System.ServiceProcess.TimeoutException @ System.ServiceProcess]
   at System.ServiceProcess.ServiceController.WaitForStatus(ServiceControllerStatu
s desiredStatus, TimeSpan timeout)
   at Symantec.Installation.ServiceHelper.StopServices(String[] services)

----------------------------------------------------------------------------
Process: SymantecInstallationManager (21160), Thread ID: 10,
Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.ServiceHelper.StopServices
 

 

Error 1:

PerformInstall - RunMsiInstallProduct(): Install Package E:\Program Files\Altiris\Symantec Installation Manager\Installs\Altiris\altiris_taskmanagement_hotfix_7_6_hf2_x64.msi
Failed with result InstallFailure
----------------------------------------------------------------------------
Process: SymantecInstallationManager (21160), Thread ID: 10,
Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.Msi.RunMsiInstallProduct
 

Error 2:

Install failure while installing (Package: Altiris TaskManagement 7.6 HF2 x64) 7.6.1505 {e3392d0f-66b1-4cb6-880d-1f0d9fb0bbe2}
http://www.solutionsam.com/solutions/7_6_hf2/smp (in product Symantec Management Platform 7.6 HF2). Windows Installer API return code: 1603
----------------------------------------------------------------------------
Process: SymantecInstallationManager (21160), Thread ID: 10,
Module: SymantecInstallationManager.exe
Priority: 1, Source: Symantec.Installation.PerformInstall.InstallComponent

Cause

Known issue. The problem occurred during deleting of system performance counters (on check for existence of performance counter
category) on stop of the service CTDataLoder - finalizing thread was locked on system level for ~30 minutes. It seems to be the root cause of the problem is
that we are freeing the resources allocated for all performance counters from the one thread and trying to access performance counters internals from another
one - from finalizing thread.

Resolution

This issue has been reported to the Symantec Development team. A fix will be available in a later release (currently targeted to ITMS 7.6 HF3).

The current workaround is to do the following to pass this issue:
1. If after the first attempt to upgrade you have missing services (Altiris Object Host Service (atrshost) and Altiris Client Task Data Loader (ctdataloader)
services), please refer to TECH229206 "Error 1722 while reinstalling task management" in order to recreate both services.
2. Run a repair on SMP 7.6 HF1 (since the original failure caused to be in a partial install state).
3. Attempt another upgrade via SIM. If you notice that Altiris Object Host Service (atrshost) and / or Altiris Client Task Data Loader (ctdataloader) services taking too long to stop again, as soon as we noticed that any of those two started to take too long to stop, "stop the process" via Task Manager (stopping atrshost.exe or ctdataloader.exe). By doing that you should be able to move along the upgrade without a failure or time out.
4. You may need to repeat step 3 multiple times since during the install and configuration process stopping and starting services were call constantly during different stages.