How to investigate error such as "Unable to load the target item for the client message" (ItemNotFoundException)

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Article ID: 181212

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

 

Resolution

Question
How do you investigate the following type of error?

ItemMessageDispatcherService::Dispatch (Unhandled exception.  Type=Altiris.NS.Exceptions.AeXItemNotFoundException Msg=Unable to load the target item for the client message. (Guid: '<Guid>') Src=Altiris.NS.5xInterop

Answer
The following two types of errors will be recorded when this scenario happens:

Priority: 1
Date: 26/09/2007 02:10:22
Tick Count: -1357223906
Host Name: NS
Process: aexsvc.exe (376)
Thread ID: 44832
Module: AltirisNativeHelper.dll
Source: Altiris.NS.LegacyInterop.ItemMessageDispatcherService.Dispatch
Description: ItemMessageDispatcherService::Dispatch  ( Unhandled exception.  Type=Altiris.NS.Exceptions.AeXItemNotFoundException Msg=Unable to load the target item for the client message. (Guid: "5538fd56-1a11-4205-b419-80d42c88e66f") Src=Altiris.NS.5xInterop
StackTrace=
   at Altiris.NS.LegacyInterop.ItemMessageDispatcherService.Dispatch(String message, Boolean useFilename) )

Priority: 1
Date: 26/09/2007 02:10:34
Tick Count: -1357211828
Host Name: NS
Process: aexsvc.exe (376)
Thread ID: 44832
Module: AltirisNativeHelper.dll
Source: Altiris.NS.ClientMessaging.FileDispatcher.ProcessFileCallback
Description: Unable to process the file "D:\Program Files\Altiris\Notification Server\NSCap\EvtQFast\Process\nse3E04.tmp" Moving to "D:\Program Files\Altiris\Notification Server\NSCap\EvtQFast\Bad\ItemNotFoundException\nse3E37.tmp". Reason: Unable to load the target item for the client message. (Guid: "5538fd56-1a11-4205-b419-80d42c88e66f")

The first error tells you that the Notification Server cannot find a certain item, in this case GUID 5538fd56-1a11-4205-b419-80d42c88e66f, and the second error tells you that the Notification Server has placed this NSE file into the ".\Altiris\Notification Server\NSCap\EvtQFast\Bad\ItemNotFoundException\" directory as it failed to process it.

You now need to look at this NSE file, and then run the following queries on the Notification Server that is having these problems as well as on one that isn't, to find out information about the ResourceGuid, ScenarioGuid, DataClass and any Guids mentioned in "c" sections:

Scenario and "c" GUIDs:  SELECT [Name],[Description],ProductGuid FROM Item WHERE Guid = '<Guid>'
DataClass Guid:  SELECT * FROM DataClass WHERE Guid = '<Guid>'
ResourceGuid and ProductGuid:  SELECT [Name],[Description] FROM Item WHERE Guid = '<Guid>'

Once you have the ProductGUID, run the query against it in order to find out which product is associated with these errors. These errors are caused by an item that previously existed on the Notification Server no longer existing. Normally these items are user created items; however, this situation can also happen if a default item has been deleted too.

To resolve this, you either have to bite the bullet and allow the Notification Server to class these status messages as bad, or you locate the item from a different Notification Server and import it into the one that is having this issue.