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Altiris Service stuck at starting status

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Article ID: 173327

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Updated On:

Products

IT Management Suite Client Management Suite

Issue/Introduction

  • Altiris Console is not responding
  • In services.msc, the Altiris Service (AeXSvc) stuck at starting status
  • When trying to restart the service, received errors:
    • Windows could not stop the Altiris Service service on Local Computer. Error 1053: The service did not respond to the start or control
    • Windows could not stop the Altiris Services service on Local Computer. Error 1061: The service cannot accept control messages at this time
  • From Altiris Log View
    • Execution in SIM helper AppDomain failed.
      Exception has been thrown by the target of an invocation.
         [System.Reflection.TargetInvocationException @ mscorlib]
         at System.RuntimeMethodHandle.InvokeMethod(Object target, Object[] arguments, Signature sig, Boolean constructor)
         at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object obj, Object[] parameters, Object[] arguments)
         at System.Delegate.DynamicInvokeImpl(Object[] args)
         at Symantec.Installation.Helpers.AppDomainManager.ExecuteFunction()
         at System.AppDomain.DoCallBack(CrossAppDomainDelegate callBackDelegate)
         at Symantec.Installation.Helpers.AppDomainManager.ExecuteInAppDomain[T](Func`1 action)

      Exception has been thrown by the target of an invocation.
         [System.Reflection.TargetInvocationException @ mscorlib]
         at System.RuntimeMethodHandle.InvokeMethod(Object target, Object[] arguments, Signature sig, Boolean constructor)
         at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object obj, Object[] parameters, Object[] arguments)
         at System.Reflection.RuntimeMethodInfo.Invoke(Object obj, BindingFlags invokeAttr, Binder binder, Object[] parameters, CultureInfo culture)
         at ReflectionProxy.ReflectionProxy.<>c.<GetLicenses>b__0_0()

      Failed to get InstalledProducts
         [Altiris.NS.Exceptions.AeXException @ Altiris.NS]
         at Altiris.NS.Licensing.ProductManager.GetInstalledProducts()

      Failed to construct DatabaseContext object. Connection to database failed.
         [Altiris.NS.Exceptions.DatabaseNotReadyException @ Altiris.NS]
         at Altiris.NS.ContextManagement.AdminDatabaseContext.ThrowDatabaseNotReadyException(String exceptionDetails, Exception innerException)
         at Altiris.Database.DatabaseContext`1.Initialize(Boolean beginTransaction, IsolationLevel isolationLevel)
         at Altiris.Database.DatabaseContext`1.CreateFirstContext(ContextTransactionMode tmode, Nullable`1 isolationLevel, DatabaseContextStack currentStack, Boolean trans)
         at Altiris.Database.DatabaseContext`1.GetContextImpl(ContextTransactionMode tmode, Nullable`1 isolationLevel, Boolean independentContext)
         at Altiris.Database.DatabaseContext`1.GetContext(ContextTransactionMode tmode, Nullable`1 isolationLevel, Boolean independentContext)
         at Altiris.NS.Licensing.ProductManager.GetInstalledProducts()

      SQL Server is not set in CoreSettings.Config
         [Altiris.NS.Exceptions.DatabaseNotReadyException @ Altiris.NS]
         at Altiris.NS.Utilities.DbUtils.GetConnectionParameters(String configKey, String& server, String& catalog, String& user, String& password)
         at Altiris.NS.Utilities.DbUtils.CreateConnection(String configKey)
         at Altiris.NS.ContextManagement.AdminDatabaseContext.OpenDbConnection()
         at Altiris.Database.DatabaseContext`1.Initialize(Boolean beginTransaction, IsolationLevel isolationLevel)

      Exception logged from:
         at Symantec.Installation.Logging.LogActivity.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
         at Symantec.Installation.Logging.LogActivity.ReportException(String strMessage, String category, Exception exception)
         at Symantec.Installation.Helpers.AppDomainManager.ExecuteInAppDomain[T](Func`1 action)
         at SyncInvokeGetLicenses(Object , Object[] , Object[] )
         at System.ServiceModel.Dispatcher.SyncMethodInvoker.Invoke(Object instance, Object[] inputs, Object[]& outputs)
         at System.ServiceModel.Dispatcher.DispatchOperationRuntime.InvokeBegin(MessageRpc& rpc)
         at System.ServiceModel.Dispatcher.ImmutableDispatchRuntime.ProcessMessage5(MessageRpc& rpc)
         at System.ServiceModel.Dispatcher.ImmutableDispatchRuntime.ProcessMessage11(MessageRpc& rpc)
         at System.ServiceModel.Dispatcher.MessageRpc.Process(Boolean isOperationContextSet)
         at System.ServiceModel.Dispatcher.ChannelHandler.DispatchAndReleasePump(RequestContext request, Boolean cleanThread, OperationContext currentOperationContext)
         at System.ServiceModel.Dispatcher.ChannelHandler.HandleRequest(RequestContext request, OperationContext currentOperationContext)
         at System.ServiceModel.Dispatcher.ChannelHandler.AsyncMessagePump(IAsyncResult result)
         at System.ServiceModel.Dispatcher.ChannelHandler.OnAsyncReceiveComplete(IAsyncResult result)
         at System.Runtime.Fx.AsyncThunk.UnhandledExceptionFrame(IAsyncResult result)
         at System.Runtime.AsyncResult.Complete(Boolean completedSynchronously)
         at System.ServiceModel.Channels.TransportDuplexSessionChannel.TryReceiveAsyncResult.OnReceive(IAsyncResult result)
         at System.Runtime.Fx.AsyncThunk.UnhandledExceptionFrame(IAsyncResult result)
         at System.Runtime.AsyncResult.Complete(Boolean completedSynchronously)
         at System.ServiceModel.Channels.SynchronizedMessageSource.ReceiveAsyncResult.OnReceiveComplete(Object state)
         at System.ServiceModel.Channels.SessionConnectionReader.OnAsyncReadComplete(Object state)
         at System.Runtime.Fx.AsyncThunk.UnhandledExceptionFrame(IAsyncResult result)
         at System.Net.LazyAsyncResult.Complete(IntPtr userToken)
         at System.Net.LazyAsyncResult.ProtectedInvokeCallback(Object result, IntPtr userToken)
         at System.Net.Security.NegotiateStream.ProcessFrameBody(Int32 readBytes, Byte[] buffer, Int32 offset, Int32 count, AsyncProtocolRequest asyncRequest)
         at System.Net.Security.NegotiateStream.ReadCallback(AsyncProtocolRequest asyncRequest)
         at System.Net.AsyncProtocolRequest.CompleteRequest(Int32 result)
         at System.Net.FixedSizeReader.CheckCompletionBeforeNextRead(Int32 bytes)
         at System.Net.FixedSizeReader.ReadCallback(IAsyncResult transportResult)
         at System.Runtime.AsyncResult.Complete(Boolean completedSynchronously)
         at System.ServiceModel.Channels.ConnectionStream.IOAsyncResult.OnAsyncIOComplete(Object state)
         at System.ServiceModel.Channels.PipeConnection.OnAsyncReadComplete(Boolean haveResult, Int32 error, Int32 numBytes)
         at System.ServiceModel.Channels.OverlappedContext.CompleteCallback(UInt32 error, UInt32 numBytes, NativeOverlapped* nativeOverlapped)
         at System.Runtime.Fx.IOCompletionThunk.UnhandledExceptionFrame(UInt32 error, UInt32 bytesRead, NativeOverlapped* nativeOverlapped)
         at System.Threading._IOCompletionCallback.PerformIOCompletionCallback(UInt32 errorCode, UInt32 numBytes, NativeOverlapped* pOVERLAP) -----------------------------------------------------------------------------------------------------
      Date: 1/7/2019 9:57:59 AM, Tick Count: 4745394 (01:19:05.3940000), Host Name: IATALT01, Size: 6.43 KB
      Process: ReflectionProxy (19092), Thread ID: 3, Module: ReflectionProxy.exe
      Priority: 1, Source: Symantec.Installation.Helpers.AppDomainManager.ExecuteInAppDomain
      File: zip://C:\Users\alexander_jiang\Documents\Case files\28337378\a194-190107084101.zip#a.log

Cause

NS / SMP coresettings.config file empty, invalid or corrupt

Environment

  • ITMS 8.x

Resolution