A Package Server is unable to download and install the Package Server agent after replacing main disk and reinstalling the SMA

Products

• IT Management Suite

Issue/Introduction

SCENARIO:

1. A package server was operating normally when the disk housing the package files failed.
2. The failed disk was replaced and the Symantec Management Agent (SMA) was reinstalled. The reinstall of the SMA would eventually cause the Package Server Agent (PSA)to show as uninstalled in the "Sites Server Settings"
3. In the SMP Console, under "Site Server Settings" the  "Package Service" option still showed as checked, but the UI showed that the PSA was not installed.
4. After running the Delta Resource Membership Update and the Policy Filter Update schedules the SMA received the Package Server Installation policy after updating its configuration.
5. The SMA is unable to download the PSA and does not progress from that point.

Environment

ITMS 8.x

Cause

The Notification Server (NS) had prevously received a status of "Ready" as well as the downloaded codebases from the Package Server prior to the disk failing.  As a result, when the SMA requested the Package Server Installation package files to download, the NS referred the Package Server's base agent, for downloading, to itself.  However, the files it is told to download do not exist because they were on the disk that failed and therefore no longer exist.  The NS was unaware of this.

Resolution

Modified the database so that the NS does not receive a Ready status for the package(s) when the Package Server requests it. By so doing the NS will allow the SMA to download the package files directly from it, instead of referring the package server to itself.

1. Modify the SQL below by putting the correct name of the Package Server in question in the first line (replacing "SS-Child2")
   

   declare @psName nvarchar(50) = 'SS-Child2'

   declare @psGuid uniqueidentifier = (select Guid from vRM_Computer_Item where Name = @psName)

   update SWDPackageServer set [Status] = 'Not Ready' where PkgSvrId = @psGuid and [Status] = 'Ready'
   delete from SWDPackageCodebase where [Source] = @psGuid
   delete from ResourceUpdateSummary where InventoryClassGuid = '9E6F402A-6A45-4CBA-9299-C2323F73A506' and ResourceGuid = @psGuid

2. Run the modified SQL against the database.
3. Reset IIS
4. Update the Package Server's agent configuration.