Symantec Management Agent Push fails with 'Failed to logon using the Admin Account: Access to the Network resource was denied'

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Article ID: 171438

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

The customer is trying to push the Symantec Management Agent (aka Altiris Agent) but in the Install Agent page, the machine shows a status saying:
"Failed to logon using the Admin Account: Access to the network resource was denied"

If the customer tries to push using short name, FQDN and it fails with the message "Failed to logon using the Admin Account: Access to the network resource was denied"

If they push using the machine's IP Address, it works just fine.
 

When we look at the NS logs, we see messages like these ones:

Module: Altiris.NS.dll
Source: Altiris.NS.Utilities.ClientPushMgr.DiscoveryAndPush
Description: Failed to push the Symantec Management Agent to:
'DHCFP-CCDT415.DHCFP' (202e8b3d-d064-4856-85f9-78120742f0f1 / 9a330f0f-b6dd-b593-6ad4-6cb8bb775edb)

Failed to open the Service Console Manager on dhcfp-ccdt415.dhcfp.us.
Return value=0, Error:80070005
   [System.Runtime.InteropServices.COMException @ Altiris.NS]
   at Altiris.NS.Utilities.RemoteServiceMgr.OpenSCManager(String sMachineName,Boolean bFirstTime)
   at Altiris.NS.Utilities.RemoteServiceMgr.QueryServiceStatus(String sMachineName, String sServiceName)
   at Altiris.NS.Utilities.ClientPushMgr.DoPush(PushAgentToComputersData data, DiscoveredMachineInfo dmi, String connectionName)
   at Altiris.NS.Utilities.ClientPushMgr.DiscoveryAndPush(PushAgentToComputersData data, AgentPushDataWindowsRow row, ParallelLoopState state)

COM Exception errcode: 0x5

Exception logged from:
   at Altiris.NS.Utilities.ClientPushMgr.DiscoveryAndPush(Altiris.NS.Utilities.ClientPushMgr+PushAgentToComputersData, Altiris.NS.AgentManagement.ClientPushInstall.AgentPushDataWindowsRow, System.Threading.Tasks.ParallelLoopState)
   at Altiris.NS.Utilities.ClientPushMgr.Execute(Altiris.NS.Utilities.ClientPushMgr+AsyncPushRequest)
   at RuntimeMethodHandle.InvokeMethod(Object, Object[], Signature, Boolean)
   at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object, Object[], Object[])
   at System.Reflection.RuntimeMethodInfo.Invoke(Object, System.Reflection.BindingFlags, System.Reflection.Binder, Object[],
System.Globalization.CultureInfo)
   at Altiris.NS.TaskManagement.TaskThread.Execute(Altiris.NS.TaskManagement.TaskManagerServiceArgs, Altiris.NS.ContextManagement.ProgressContext)
   at Altiris.NS.TaskManagement.CoreTaskServiceThreadBase<T,TStartArgs>.ExecuteThreadProc(Object)
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object)
   at System.Threading.ThreadHelper.ThreadStart(Object) User [STATE\Altiris], Auth [STATE\altiris], AppDomain [AeXSVC.exe]

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Thread: 93
Module: Altiris.NS.dll
Source: ClientPushMgr
Description: Agent push is proceeding, even though OS details are unavailable:
name=DHCFP-CCDT415 (202e8b3d-d064-4856-85f9-78120742f0f1), domain=dhcfp,
fqdn=DHCFP-CCDT415.dhcfp.US, ip={10.135.62.229}


>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Thread: 93
Module: Altiris.NS.dll
Source: Altiris.NS.Discovery.DiscoverMachines+OsDetails.QueryNetWksta
Description: Failed to discover computer's OS details for: name=DHCFP-CCDT415,
domain=dhcfp, fqdn=DHCFP-CCDT415.dhcfp.US, ip={10.135.62.229} Error: 00000035


>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Thread: 93
Module: Altiris.NS.dll
Source:
Altiris.NS.AgentManagement.ClientPushInstall.AgentPushDataWindowsDiscovery+DiscoveryData.Discover
Description: Failed to discover computer details: [High] 'DHCFP-CCDT415.DHCFP' (202e8b3d-d064-4856-85f9-78120742f0f1 / 9a330f0f-b6dd-b593-6ad4-6cb8bb775edb)
Failed to discover domain details for: DHCFP-CCDT415.dhcfp.US, error=5


>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Thread: 93
Module: Altiris.NS.dll
Source: DiscoverMachines
Description: Failed to discover domain details for:
DHCFP-CCDT415.dhcfp.US, error=5

Cause

The domain being pushed to did not have the trust set up for the AppID (Application Credentials) account.

Environment

ITMS 7.6, 8.0, 8.1

Resolution

Set up trust for the AppID account in the domain or use an account with the proper rights in that domain (under Settings>All Settings>Agents/Plugins>Settings>Agent Install. Click on "Default Settings" or "Install" button and under "Push Install Settings" tab, add the proper account under the "Use the following admin account instead of application credentials" section)