search cancel

Software Updates are intermittently showing Pending status

book

Article ID: 163674

calendar_today

Updated On:

Products

Patch Management Solution for Windows

Issue/Introduction

RDP to the Client:

  • Checked Agent GUI; found the Software Updates were showing 'Pending' status and fail to receive the package codebase to download the Software Update Packages

RDP to the SMP Server:

  • Confirmed the Software Update Packages in 'Ready' status 
    • ​Confirmed package status on Site/Package Server for Client download access

Windows System Assessment Scan failed Exit Code 3

Environment

Patch Management Solution 8.0 HF3

Cause

Confirmed the Software Update Packages did take some time to download to the Client, but did eventually download, yet they remained in Pending status waiting on a successful run of the Windows System Assessment Scan, and the Scan Package had become corrupt and was failing to run with Exit Code 3

Resolution

Work through the following resolution:

  1. Uninstall Software Update Plug-in from the affected Clients:
    • Found at Console > Settings > All Settings > Agents/Plug-ins > Software > Patch Management 
    • Enabled the Software Update Plug-in Uninstall Policy and configure to target the affected Client's Filter
       
  2. Run Task Job to execute the following on the affected Clients:
    • Reboot CMD 
    • Update Configuration; receive changes and uninstall the Software Update Plug-in
    • Delete Folder: C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{6D417916-467C-46A7-A870-6D86D9345B61} 
    • Delete Registry: HKLM\SOFTWARE\Altiris\Altiris Agent\Patch Management 
    • Confirm deletion of the previous files
       
  3. Install Software Update Plug-in on the affected Clients:
    • Found at Console > Settings > All Settings > Agents/Plug-ins > Software > Patch Management 
    • Enable the Software Update Plug-in Install Policy and configure to target the affected Client's Filter
       
  4. Allow for plug-in processes to bring down the necessary packages and run the Windows System Assessment Scan 

Note: May need to work through the process outlined on HOWTO101482 to refresh the Assessment Scan Package in some cases but this was not necessary for the environment reviewed.