Computers are showing untracked in console

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Article ID: 171656

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

The status of many computers show Untracked, or no tracking data, under Manage > Computers page on Symantec Management Platform (SMP) console.

 

Cause

  1. The computer is not present in any Targeted Agent Settings policy.
  2. Symantec Management Agent service (AeXNSClient) is not started on problematic computers.

Resolution

If the status of a computer is Untracked, ideally it means that no Targeted Agent Settings policy is applied to it. (refer, HOWTO127167)
It can be verified in vAC_AgentHealth table with the below query, PolicyGuid column will be NULL for it:
select * from vAC_AgentHealth
where ResourceGuid='GUID_of_the_Computer'

On the Symantec Management Console, go to Settings> Agents/Plug-ins > Targeted Agent Settings.
Check all the policies to ensure that the computers are part of at least one policy and not in more than one policy. (refer, HOWTO62714)

The computers will not be present in the default Targeted Agent Settings policies like; All Desktop computers (excluding 'Site Servers'), All Site Servers or any custom policy.
Running "Update Client Configuration" task on these computers the status stays replicated.

Add the computer to the required policy and update the configuration on it.

In one scenario the Symantec Management Agent (SMA) service is stopped.
Start the service and click on 'Update Configuration'.

Refresh the Manage > Computers page on SMP console and the status of the computer will turn Healthy.

On some computers the status may change to "Attention Required". It is due to Basic Inventory or Configuration Requests duration beyond the time specified in Targeted Agent Settings under Health Evaluation tab. (refer, INFO2779)
It will also turn Healthy after the configuration update.