Capture image task fails with: specified resource or other object does not exist (0x80041003)

Products

Deployment Solution

Issue/Introduction

The customer noticed the following error in the DS logs when he tries to use a "Capture Image" task on an existing machine.

From PectAgent.log:

[2020/12/15 16:50:58.242 1944:1948 *WARN] Policy request: Failed to request policies, error: The specified resource or other object does not exist (0x80041003)
[2020/12/15 16:50:58.242 1944:1948 *WARN] Policy request: Failed to download or process client policies, retrying in a minute, error: The specified resource or other object does not exist (0x80041003)

Even the SMP.log tell the same:

Operation 'Direct: Post' failed.
Protocol: HTTP
Host: <laptop1>.example.com:8080
Path: /Altiris/NS/Agent/GetClientPolicies.aspx
Connection Id: 3.1944
Communication profile Id: {1DAAAD8C-3B0B-4C6F-A900-59562943EB4E}
Throttling: 0 0 0
Error type: SMP Server error
Error code: The specified resource or other object does not exist (0x80041003)
Error note: HTTP Status 200: 200 OK
-----------------------------------------------------------------------------------------------------
Date: 12/15/2020 4:50:58 PM, Tick Count: 56593 (00:00:56.5930000), Size: 628 B
Process: PECTAgent.exe (1944), Thread ID: 1948, Module: AeXNetComms.dll
Priority: 1, Source: NetworkOperation
File: SMP.log

He is not trying to deploy to this system, the "Capture image" task just capture the image from it using Ghost, PXE booted into automation.
He can successfully deploy an image using Ghost. This is a Windows 10 client, WinPE boot image

Environment

Prior to ITMS 8.5 RU4 release

Cause

Known issue. There was a problem identifying the right resource type (if it was a Virtual or Physical machine).

In this case, this is a VM. (this is a VM hosted in Nutanix). If you look at the PectAgent.log, you may see an entry like this.

[2020/12/15 16:50:57.742 1944:1948 <TRC>] ..\system\smbios.cpp:170 In CSmbios::GetStrings() table=1,offset=0 strValue=Nutanix

You should see that the client machine is trying to report to your SMP (from the PectAgent.log):

[2020/12/15 16:50:57.867 1944:1948 <TRC>] ..\..\apps\DeploymentClient\PECTAgent\ClientConfig.cpp:394 Request Url = http://example.domain.com:8080/Altiris/Deployment/Agent/GetResourceGuid.aspx

and it seems to be reporting this:

[2020/12/15 16:50:57.867 1944:1948 <TRC>] CClientConfig::GetResourceGuidFromWebService:395 CClientConfig::GetResourceGuidFromWebService, Request XML = <request policyKey="AAAAAQABmj6Dp2dgbOO2B22h6wfdGKFUxcChB3SV+gFaqZk8rtt31uo0wSMsEpcHbxWVZPf3AxG/9cdfYGZz2tKksCbbOLGuRBOvCOEEO25o4ZcGf6sGXTgsoKt5xTLfHy29ryga9lzYg5LZJShCKk7/MWwxM6eWG9Qsq7O4zp5n33VdFwhIFVTs89wU0gnJQOMWXlOaAKpLUnXekbomyUn8ZHo27nSBaR3Dki+aRHRjxMRqVvkk8cMkc0c2hGq60ktsh32VTFCGiIFfFweYAfHgj//LqvFd93qSIdZvlwHU1qs5YCKDyVdvdFaMYLMO0k8JF1m9M+D8v9i3F2YqT72r+tecFQ==" typeGuid="{493435F7-3B17-4C4C-B07F-C23E7AB7781F}">
<resourcekeys>

where GUID "493435F7-3B17-4C4C-B07F-C23E7AB7781F" refers to a Physical machine resource type.

However, down in the PectAgent.log, the following entries indicates that it is a virtual machine:

[2020/12/15 16:50:58.70 1944:1948 <TRC>] ..\..\apps\DeploymentClient\PECTAgent\ClientConfig.cpp:424 CClientConfig::GetResourceGuidFromWebService, Response xml =<response><Resources><Resource guid="{FE31CB06-C306-484A-819D-4A83245DF6BA}"typeGuid="{2c3cb3bb-fee9-48df-804f-90856198b600}"name="testmachine" ref="fe31cb06-c306-484a-819d-4a83245df6ba" existing="True" nsKey="AAAAAQABxI13pWUBPfb1AUcJ+O45Th1rAkWbKQiIzpZ3AhktjAP9vZMtfMF/ZAT+V6CuldW4q9sSsvkqwz7h7PcAA99F5DiF6TSNfp8ulElaeKIC6dKwlGmPyRDTko4TrlaM5nwD4LflbWnuzL0cqoqAnYNVDSzNmNGCILH31OxMJs6Ak7Nja3X1amuezne+buVy+QOMW5ArA13ix4qQsQT4fjC/UVr7GaUnLRpfkJq4sF79z/NTTuCKN3zLPlQTPmtNhDE/PRwHhtEvz/jXV1f6mgLl67TM9oIO9MigUd8Xmo7D5gretCQbHzshMv1wSXa99cucGlSjoxbXw6LvxfAjcwg9wQ==" IsPredefined="false" IsManaged="true" IsHardwareIdentified="true"><symmetricKeySets exportedAt="637436478598419738" machine="testmachine"><symmetricKeySet name="NS.AgentSettings"><symmetricKey keyType="kDefault, kExposableToAgent" algorithm="AesCryptoServiceProvider" cipherMode="CBC" paddingMode="PKCS7" key="r20S7KDAX6xaxxQ0q2TUXtu7gnt76EdhW9t6dPA0hgs=" IV="W/OcNTkXtHg3TOnRUX+2dg==" keyHash="Z8C4ROU7uTUy7sKu3NmPBhf+jR2ju7/S5xRE/4XCOr0=" /></symmetricKeySet></symmetricKeySets></Resource></Resources></response>

where the GUID "2c3cb3bb-fee9-48df-804f-90856198b600" refers to Virtual machine resource type.

The problem comes when the machine tries to request its client policy reporting itself as a physical machine when in reality the SMP already knows that it is a Virtual machine:

[2020/12/15 16:50:58.164 1944:1948 <TRC>] Policy request: Requesting 'http://<smpserver>.example.com:8080/Altiris/NS/Agent/GetClientPolicies.aspx', request:

<request configVersion="2" securedPolicy="1" compress="1">
<resources>
<resource required="true" host="true" guid="{FE31CB06-C306-484A-819D-4A83245DF6BA}" typeGuid="{493435F7-3B17-4C4C-B07F-C23E7AB7781F}">
<resourceKey name="uniqueid" value="qwfhwASOpHOoXe0RjeGlYQ=="/>
<resourceKey name="uniqueid" value="jzgdwo9pYYOGKz9EI+Y2ng=="/>
<resourceKey name="uniqueid" value="FWCNb0aSY79W2d4kMwzx1g=="/>
<resourceKey name="uniqueid" value="g9pqi2MQftSp/JTtQqgJaw=="/>
<resourceKey name="uniqueid" value="sDr4nOhDLcJrAFEkIEa7Aw=="/>
<resourceKey name="uniqueid" value="0fU2hzAWe49exUtBgoT36g=="/>
<resourceKey name="uniqueid" value="IBNUthKM3yUFsmRzFLkRNA=="/>
<resourceKey name="uniqueid" value="Bj1RZ0TBH4hsEtf0G1l5sA=="/>
<resourceKey name="snbios" value="36174598-B84A-4F62-B533-706C305BDD95"/>
<resourceKey name="snboard" value=""/>
<resourceKey name="uuid" value="36174598-B84A-4F62-B533-706C305BDD95"/>
<resourceKey name="uuidtrans" value="98451736-4AB8-624F-B533-706C305BDD95"/>
<resourceKey name="mac" value="50-6b-8d-9d-59-c7"/>
<resourceKey name="uniqueid" value="89c9e7a3-5800-4e3d-93ae-489112fa964d"/>
</resource>

The process is mixing both Resource Types.

Resolution

This issue has been fixed with our Deployment Solution 8.5 RU4 release. However, per the instructions on the ITMS 8.5 RU4 Release Notes, it is important that after upgrading to DS 8.5 RU4 that you recreate your preboot environment(s).

To recreate the automation folders:

1) In the Symantec Management Console, on the "Settings" menu, click "Deployment > Manage Preboot Configurations".
2) On the "Manage Preboot Configurations" page, in the preboot configurations list, select the configuration that you want to recreate and click "Recreate Preboot Environment".

After recreating your preboot environment, try again to capture your image.

Additional Information

170095 "Error: Policy request failed, COM error: The specified resource or other object does not exist (0x80041003)"