How do I troubleshoot the client failing to get the URL / UNC path from the Notification Server.

Products

• Patch Management Solution for Windows
• Management Platform (Formerly known as Notification Server)

Issue/Introduction

 

Resolution

Question:
How do I troubleshoot the client failing to get the URL / UNC path from the Notification Server.

Answer:
1. Ensure the client is able to access the package

• Open the Altiris Agent GUI 
  • Go to the Software Delivery Tab 
    • Expand the Options Dropdown in the blue pane on the left 
    • Enable the top 3 options
  • Go to the Software Updates Tab
    • Highlight and double click the Software Update
    • Check the Download History Tab
      • Try clicking the links present and download / save the package on the client's desktop to confirm access is available

2. Ensure the Package is created on the Notification Server with the correct codebase.

• Run the following script against the Altiris Database and input the Package Guid to see if the codebase was created:

select * from SWDPackageCodeBase
where PackageID='Place Package Guid Here'

• Note: To find the Package Guid for a Patch Management Update; 
  • Go to the Client that is stuck with Pending Status
  • Open the Altiris Agent GUI 
    • Go to the Software Delivery Tab 
    • Expand the Options Dropdown in the blue pane on the left 
    • Enable the top 3 options
  • Go to the Software Updates Tab 
    • Double left-click the Update stuck in Pending Status 
      • Go to the Details Tab 
      • Copy the Package ID {GUID.EN_US} 
  • Run the GUID in the SQL script above on the SQL Server, against the Altiris Database
• Check to ensure the physical package was created on the Notification Server
  • PM 6.2: This location is configured on the Console 6.0 > Configuration Tab > 
  • PM 7.0: This location is configured on the Console > Settings > All Settings > Software > Patch Management > Core Settings tool
    • Under the heading: Software Update Package Location - To Location:
    • Ensure this location is accessable to both the Notification Server and the Client
  • If this location is ever changed, be sure to run the Check Software Update Package Integrity job
    • This job is found on the Console > Manage > Jobs and Tasks > System Jobs and Tasks > Software > Patch Management > Check Software Update Package Integrity

3. Ensure the Microsoft Vendor Policy is configured properly:

• PM 6.2: Policy found on the Console 6.0 > Configuration Tab > Solution Settings > Software Management > Patch Management > Server Settings > Microsoft Settings > Microsoft tool
  • Go to the Programs tab
    • Ensure the setting for 'Use alternate download location on Package Server' is not enabled without a path implemented
    • This is a Known Issue outlined on KM: TECH25873
• PM 7.0: Policy found on the Console > Settings > All Settings > Software > Patch Management > Microsoft Settings > Microsoft tool 
  • Go to the Policy and Package Settings tab
  • Ensure the drop down for 'Assign package to' is set to run 'All Package Servers'
    • May be set to run 'Package Servers Individually' ensure that each package server is checked enabled

Advisory: Patch Management 7.0; Site / Package Servers need to return a confirmation of the codebase for each package before that package codebase will be sent out by the Notification Server (NS).

• Ensure that the Site / Package Servers are in order and configured properly (Have seen some instances where the Site / Package Servers were migrated over from 6 to 7 with the migration tool and they were not configured to be current Site / Package Servers).
  • Remove the Site / Package Server agents from the machines and the console. NS will be able to deploy the codebase for the clients to receive the packages