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Plug-in Policy could not be edited. It shows the error "The program that this Agent installation refers to could not be located. Please select another program".

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Article ID: 175115

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Updated On:

Products

IT Management Suite

Issue/Introduction

In this example, "Software Management Solution Plug-in Upgrade" policy could not be edited. This can happen to any Agent/Plug-in policy that has a Program associated to a Agent Package.

The following error is displayed:

"The program that this Agent installation refers to could not be located. Please select another program" 

 

Other error that shows up sometimes: 

"unable to save the agent policy. reason: the item selected in the program menu is invalid."

Environment

ITMS 8.0 and later

Cause

It is related to a missing package or the program associated to the upgrade/install policy. 

The most common reason is missing references in the "ItemReference" table between the package and its associated Program references.

Resolution

The simplest way to address this issue is to try the following first (using Altiris Monitor Solution as example):

  1. Repair MSI-s:
    • Open Symantec Installation Manager (SIM)> Repair Installed Products> Repair MSI-s > select the product which you have issue with, in this case 'Altiris Monitor Solution' > Next > Repair
  2. Repair or Configure the product:
    • Again open Symantec Installation Manager (SIM)> Repair Installed Products> Configure Installed Products > select the product which you have issue with, in this case 'Altiris Monitor Solution' > Configure

If the steps above didn't work, try to validate if the issue is still related to missing references in the "ItemReference" table:

  1.  Use this query to check the existance of this package reference in the "ItemReference" table:

    (Select the agent/plug-in policy that is giving you the error and do a Right-click>View as XML and under this section, grab the packageGuid reference to be used in the queries below):
    <packageGuid>{2e621ceb-9216-4e68-be7e-1f84600d2073}</packageGuid>
    <programGuid>{3f09925e-a4b6-4081-8e35-f120aee82812}</programGuid>)



    declare @itemGuid uniqueidentifier
    set @itemGuid = '2e621ceb-9216-4e68-be7e-1f84600d2073'

    select i1.name as Parent, i2.name as Child, ir.ParentItemGuid, ir.ChildItemGuid, ir.Hint, ir.ParentItemGuid, i1.ClassGuid, c1.Type as ParentClass, ir.ChildItemGuid, i2.ClassGuid, c2.Type as ChildClass
    from itemreference ir
    join vitem i1 on i1.guid = ir.parentitemguid
    join vitem i2 on i2.guid = ir.childitemguid
    join Class c1 on c1.Guid = i1.ClassGuid
    join Class c2 on c2.Guid = i2.ClassGuid
    where (ir.ParentItemGuid = @itemGuid or ir.ChildItemGuid = @itemGuid)

     


    We are expecting to see something like this:
     

    Monitor Plug-in for Windows x64 Install the Monitor Windows Plug-in Package x64 2E621CEB-9216-4E68-BE7E-1F84600D2073 C1F31CA1-4311-4DDF-9668-175DB042ACDE packagecontainsprogram 2E621CEB-9216-4E68-BE7E-1F84600D2073 687C817A-500F-4B78-8B5D-1A6B4E7B511F Altiris.SoftwareManagement.Resources.SoftwarePackageResource C1F31CA1-4311-4DDF-9668-175DB042ACDE 112F4C64-9B31-4819-A927-31A5B9B22650 Altiris.NS.StandardItems.SoftwareDelivery.ProgramItem
    Monitor Plug-in for Windows x64 Uninstall the Monitor Windows Plug-in Package x64 2E621CEB-9216-4E68-BE7E-1F84600D2073 E74EE3C5-17A2-4A23-8928-7B971444474A packagecontainsprogram 2E621CEB-9216-4E68-BE7E-1F84600D2073 687C817A-500F-4B78-8B5D-1A6B4E7B511F Altiris.SoftwareManagement.Resources.SoftwarePackageResource E74EE3C5-17A2-4A23-8928-7B971444474A 112F4C64-9B31-4819-A927-31A5B9B22650 Altiris.NS.StandardItems.SoftwareDelivery.ProgramItem
    Monitor Plug-in for Windows x64 Installs the Remote Monitoring Server x64 in an administrator context 2E621CEB-9216-4E68-BE7E-1F84600D2073 9536F358-BFD2-4BCD-90E0-9AEAAC0145DA packagecontainsprogram 2E621CEB-9216-4E68-BE7E-1F84600D2073 687C817A-500F-4B78-8B5D-1A6B4E7B511F Altiris.SoftwareManagement.Resources.SoftwarePackageResource 9536F358-BFD2-4BCD-90E0-9AEAAC0145DA 112F4C64-9B31-4819-A927-31A5B9B22650 Altiris.NS.StandardItems.SoftwareDelivery.ProgramItem
    Monitor Plug-in for Windows x64 Upgrade the Monitor Windows Plug-in Package x64 2E621CEB-9216-4E68-BE7E-1F84600D2073 3F09925E-A4B6-4081-8E35-F120AEE82812 packagecontainsprogram 2E621CEB-9216-4E68-BE7E-1F84600D2073 687C817A-500F-4B78-8B5D-1A6B4E7B511F Altiris.SoftwareManagement.Resources.SoftwarePackageResource 3F09925E-A4B6-4081-8E35-F120AEE82812 112F4C64-9B31-4819-A927-31A5B9B22650 Altiris.NS.StandardItems.SoftwareDelivery.ProgramItem

    In your case, it may be empty.

     
  2. So, in order to fix this issue with the missing "ItemReference" entries, you may need to run the following query against a working environment database for all the packageGuid for each of the agent policies that are broken:


declare @itemGuid uniqueidentifier
set @itemGuid = '2e621ceb-9216-4e68-be7e-1f84600d2073'

select 'insert into ItemReference select '+
''''+cast(ir.ParentItemGuid as nvarchar(36))+''','
+''''+cast(ir.ChildItemGuid as nvarchar(36))+''','
+''''+ir.Hint+''','
+'''0'','
+'''2019-09-17 11:20:50.440'','
+'''2019-09-17 11:20:50.440'''

from itemreference ir
join vitem i1 on i1.guid = ir.parentitemguid
join vitem i2 on i2.guid = ir.childitemguid
join Class c1 on c1.Guid = i1.ClassGuid
join Class c2 on c2.Guid = i2.ClassGuid
where (ir.ParentItemGuid = @itemGuid or ir.ChildItemGuid = @itemGuid)

 


The results from the query above should give you the query information that you need for adding on the customer database:

insert into ItemReference select '2E621CEB-9216-4E68-BE7E-1F84600D2073','C1F31CA1-4311-4DDF-9668-175DB042ACDE','packagecontainsprogram','0','2019-09-17 11:20:50.440','2019-09-17 11:20:50.440'
insert into ItemReference select '2E621CEB-9216-4E68-BE7E-1F84600D2073','E74EE3C5-17A2-4A23-8928-7B971444474A','packagecontainsprogram','0','2019-09-17 11:20:50.440','2019-09-17 11:20:50.440'
insert into ItemReference select '2E621CEB-9216-4E68-BE7E-1F84600D2073','9536F358-BFD2-4BCD-90E0-9AEAAC0145DA','packagecontainsprogram','0','2019-09-17 11:20:50.440','2019-09-17 11:20:50.440'
insert into ItemReference select '2E621CEB-9216-4E68-BE7E-1F84600D2073','3F09925E-A4B6-4081-8E35-F120AEE82812','packagecontainsprogram','0','2019-09-17 11:20:50.440','2019-09-17 11:20:50.440'


Repeat the process for each package until you covered all of them.

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