Symantec Management Agent stopped sending Basic Inventory or Requesting Configuration

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Article ID: 196389

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

Symantec Management Agent service is running on many machines, but it will not send basic inventory, or update the agent configuration even if the user manually clicks to send or update.

The customer mentioned that he has a couple of dozens of machines that their last time sending basic inventory or requesting configuration were days ago.

For example this one:

  

For the purpose of illustrating the process and what the customer was seeing, let say that the customer noticed the issue on May 12th. And the last time the agent was able to request configuration or send basic inventory was April 30th.

The agent logs shows that the agent is trying to communicate and send something on April 30th:

Entry 1:

Calling NS server endpoint 'https://SMPserver.domain.com:443/altiris/NS/Agent/GetClientPolicies.aspx', ID: {32FB5E6D-4E8B-4965-9E4F-9642A99A95E6}
-----------------------------------------------------------------------------------------------------
Date: 4/30/2020 10:39:48 PM, Tick Count: 416050859 (4.19:34:10.8590000), Size: 375 B
Process: AeXNSAgent.exe (6584), Thread ID: 4320, Module: AeXNSAgent.exe
Priority: 4, Source: Agent

 

Entry 2:

Next policy request from server SMPserver.domain.com will be at 2020-04-30 23:39:48, in 60 minutes
-----------------------------------------------------------------------------------------------------
Date: 4/30/2020 10:39:48 PM, Tick Count: 416051015 (4.19:34:11.0150000), Size: 337 B
Process: AeXNSAgent.exe (6584), Thread ID: 4320, Module: AeXNSAgent.exe
Priority: 4, Source: ServerSettings

 

Entry 3:

Calling NS server endpoint 'https://SMPserver.domain.com:443/altiris/NS/Agent/PostEvent.asp?encrypted=1&priority=1&source=397F6A6A-ACE9-4C07-9EC0-BBE41C6C1790', ID: {60C00EF0-9DD9-4F52-BCF8-E4116A4470BE}
-----------------------------------------------------------------------------------------------------
Date: 4/30/2020 10:49:57 PM, Tick Count: 416660562 (4.19:44:20.5620000), Size: 433 B
Process: AeXNSAgent.exe (6584), Thread ID: 4320, Module: AeXNSAgent.exe
Priority: 4, Source: Agent


Entry 4:

Next basic inventory update will be sent to server SMPserver.domain.com at 2020-04-30 23:04:57, in 15 minutes
-----------------------------------------------------------------------------------------------------
Date: 4/30/2020 10:49:57 PM, Tick Count: 416660625 (4.19:44:20.6250000), Size: 348 B
Process: AeXNSAgent.exe (6584), Thread ID: 4320, Module: AeXNSAgent.exe
Priority: 4, Source: ServerSettings

 

After April 30th, we don't see much activity coming from "AeXNSAgent.exe" in the agent logs.

If the customer restarts the agent service, then things go back to normal. However, the customer can't confirm if the issue will come back to the same machines.

Tasks seem to be running just fine even when the client machines are in "hang" mode.
Agent service is in a started state. It has been for many days.
Agent Service shows as connected.
Agent Configuration request and basic inventory dates do not change. The last date was one week ago.

 

 

 

Cause

Known issue. It was found that the affected computers are deployed/imaged and receive an agent installation. Eventually, a task renames the computer to a different hostname, but the same domain.  After the computer is renamed is when this problem started to occur.

Dev team found out that there was an issue with the renaming was slowing down the domain name detection, which changes timing in a process and when the next task arrives the deadlock occurs because the previous task results are still being processed.

As well, this issue can be introduced if the client machine has multiple tasks running at the same time or close to each other. 

Environment

ITMS 8.5 RU3

Resolution

This issue has been fixed in our ITMS 8.5 RU4 release.

If you are still in ITMS 8.5 RU3, please install the SMP-SMA 8.5 POST-RU3 fixes. See 151228 "CUMULATIVE POST ITMS 8.5 RU3 POINT FIXES"

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