What checks do I need to perform to confirm the update is failing due to 'Rules Issue?'

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Article ID: 181732

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Updated On:

Products

Patch Management Solution for Windows

Issue/Introduction

 

Resolution

Answer: Work through the following when dealing with a suspected Rules Issues:

1. Ensure Patch Management is configured properly as outlined on KM: HOWTO56242

  • Examples:
    • Policies are in order; turned on, target appropriate filters and advertisements enabled.
    • PMImport is configured with Revised, Newly and Superseded to ensure the packages and policies are refreshed. Troubleshooting PMImport detailed on KM: TECH166778.
    • Remediation Settings needs filter as in KM: HOWTO79488.

2. Search exit code found from failed update in Agent GUI and InstallLog.csv file; example: 17035 isn’t rules it is the way the product was installed detailed on KM: TECH180083. Other exit codes detail individual issues; where some are ‘client needs reboot’ and others outlined ‘update is already installed.’

3. Ensure the issue not something simple like Patch Inventory failing to return as detailed on KM: TECH194917, and the client cannot target rules properly if inventory is not current in database as detailed on KM: HOWTO60750.

4. Try out-of-box troubleshooting;

  • If an update is failing to install; run it manually from the URL link provided in the Agent GUI > Software Updates > Download History of that update.
  • If an update is failing to target; check Microsoft's Web site for the update and ensure that the update is actually supposed to be targeting the client.
    • See if the dll, or target file, is the version that is to be updated, for often the rule issue is a problem with how the update is confirming IsInstalled=TRUE, or the file is current and the OS is as fault for failing to provide the proper Add/Remove Listings.
    • Additionally; if the targeted .dll is not at the current version, yet the update is listed Installed in Add/Remove Programs; an anomaly took place during the install on the Operating System level and the update is not actually installed, so uninstall via Add/Remove and reinstall via Patch Management Solution and review results.

5. Document these checks/results in the Case, gather all the data from HOWTO60789 in a single compressed folder.

  • Input Subject: Quick entry of the issue being seen
    • Example: MS13-001-KB123456-x64-enu.exe fails to install 
       
  • Input Description: Provide one line entries that detail the issue being.
    • Example: Windows XP SP3 Client: Agent GUI shows update is 'Scheduled' but the InstallLog.csv file shows update fails with Exit Code: XXXX
       
  • Add Attachments: All relative STPatch Data, Logs and screen shots to be viewed; all in the same zip file for easier review
     
  • Note: If there are multiple affected updates, even in the same Bulletin; a separate Case will need to be created for each, for they are tracked separately by Escalation Teams and Development 
    • Example: MS12-001 has two updates that initially install, and now they reinstall with failures; a separate case will need to be created for each update and escalated with the same research data attached.
    • This is not to be redundant, for the rule for each individual update is not the same and will need to be resolved separately.
    • Advisory: The data gathered in HOWTO60789 and DPD Trace can be utilized for other updates; provided the updates are all affecting the same client as the initial reported update, but include a screen shot of the other affected updates on the agent to view GUI > Software Updates Tab to obtain the full update name (example: Windows6.1-KB123556-v2-enu.exe)

To reiterate; the KM articles linked in this doc are not the base line limitation of troubleshooting. Please troubleshoot each step fully to ensure it is not Inventory nor Configuration causing the issue, and view KM: HOWTO79448 for further troubleshooting, and confirm there is a solid 'Rules Issue.'