ServiceDesk Solution licensing web service shows a Symantec Management Server error.

book

Article ID: 169488

calendar_today

Updated On:

Products

ServiceDesk

Issue/Introduction

ServiceDesk Solution licensing web service (Licensing.asmx) shows a Symantec Management Server error. The same error gets shown for other ServiceDesk Solution pages (for example the ServiceDesk installer download page: Settings > Service And Asset Management > ServiceDesk >ServiceDesk).

This is usually discovered as part of ServiceDesk licensing troubleshooting when looking into whether ServiceDesk Solution licensing web service on Symantec Management Platform (SMP) server is able to properly output the license count.

Error message below can be observed in the SMP logs.

Server Error in '/Altiris/ServiceDesk' Application.
--------------------------------------------------------------------------------
Configuration Error 
Description: An error occurred during the processing of a configuration file required to service this request. Please review the specific error details below and modify your configuration file appropriately. 

Parser Error Message: Could not load file or assembly 'DundasWebChart, Version=5.5.0.1697, Culture=neutral, PublicKeyToken=90d06b0c62d592d0' or one of its dependencies. The system cannot find the file specified.

Source Error: 

Line 44:         <add assembly="Altiris.DataSource, Version=7.0.4739.0, Culture=neutral, PublicKeyToken=D516CB311CFB6E4F"/>
Line 45:         <add assembly="ComponentArt.Web.UI, Version=2008.1.1110.0, Culture=neutral, PublicKeyToken=7166F3805B99F388"/>
Line 46:         <add assembly="DundasWebChart, Version=5.5.0.1697, Culture=neutral, PublicKeyToken=90D06B0C62D592D0"/>
Line 47:         <add assembly="Altiris.NS.UI, Version=7.0.4739.0, Culture=neutral, PublicKeyToken=D516CB311CFB6E4F"/>
Line 48:         <add assembly="Altiris.Reporting.DataSource, Version=7.0.4739.0, Culture=neutral, PublicKeyToken=D516CB311CFB6E4F"/>
  
Source File:  C:\Program Files\Altiris\ServiceDesk\Web\web.config    Line:  46
Assembly Load Trace: The following information can be helpful to determine why the assembly 'DundasWebChart, Version=5.5.0.1697, Culture=neutral, PublicKeyToken=90d06b0c62d592d0' could not be loaded.

Cause

The direct cause for the error is that DundasWebChart API is not installed or registered.

DundasWebChart assembly is referenced in the web.config of ServiceDesk Solution 7.5. DundasWebChart used to be installed and assembly registered as part of SMP 7.5 and 7.6. As of SMP 8.1, this is no longer the case and as a result the reference is invalid.

Environment

ServiceDesk Solution 7.5
ServiceDesk Solution 7.5 SP1

We have seen this issue only when either of these ServiceDesk Solution versions are installed on SMP 8.1 or newer.

Resolution

DundasWebChart is not actually used on any of the ServiceDesk Solution pages. The reference to DundasWebChart can safely be removed from web.config of ServiceDesk Solution on SMP server. Please make sure to copy the file for backup first.

ServiceDesk Solution web.config file is located under SMP installation folder, default location:
%ProgramFiles%/Altiris/ServiceDesk/Web/web.config

Error message will indicate the exact line but the problematic line usually looks like this:
<add assembly="DundasWebChart, Version=5.5.0.1697, Culture=neutral, PublicKeyToken=90D06B0C62D592D0"/>

After this line is removed, please reset IIS on SMP.

To resolve ServiceDesk licensing issues, restarting IIS and Symantec Workflow Service on ServiceDesk server may be required, not for this change to apply but to make sure ServiceDesk will retry retrieving the licenses from the now-working web service.