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

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Article ID: 178421

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Updated On:

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