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