Multiple "Patch" packages with "Pending" status under "Software Updates" tab. The specified network password is not correct.

Products

• Patch Management Solution

Issue/Introduction

You have multiple "Patch" packages with "Pending" status under "Software Updates" tab on some of his Child SMPs and their assigned package servers. 

Scenario:
Under the "Patch Remediation Center" (Actions menu>Software or Home menu>Patch Management), the patch bulletins on the Child SMP for each of those "pending" packages didn't have the packages downloaded yet (those displayed "0" under "Available Packages" column. You may see entries in the Child NS logs for multiple packages with "no package":

Error adding Advert:01d00201-986e-440a-96ef-a08a36144e29, Software Update:e7c3e52f-134d-40c3-9b88-c6c01c1efba7 is associated to Package:No Package
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Date: 1/25/2021 2:14:08 PM, Tick Count: 135821093 (1.13:43:41.0930000), Size: 452 B
Process: AtrsHost (6284), Thread ID: 117, Module: Altiris.PatchManagementCore.dll
Priority: 1, Source: Altiris.PatchManagementCore.Policies.SoftwareUpdateAdvertismentSetPolicy.OnSave

On the parent SMP, those patch policies had the packages already downloaded and ready.

When we tried to download it (select Bulletin>right-click>Download Packages), we got the following messages and errors:

Entry 1:

Start download [from:'\\ns-01\Updates\MS20-12-SSU-4593175\{96765899-e6ef-4159-8548-a01f012660c6}\windows10.0-kb4593175-x64-2004-20H2.msu' to:'D:\Program Files\Altiris\Patch Management\Packages\Updates\MS20-12-SSU-4593175\{96765899-e6ef-4159-8548-a01f012660c6}\windows10.0-kb4593175-x64-2004-20H2.msu' task:Download Software Update Package]
-----------------------------------------------------------------------------------------------------
Date: 1/25/2021 1:43:25 PM, Tick Count: 133978546 (1.13:12:58.5460000), Size: 649 B
Process: AtrsHost (6284), Thread ID: 117, Module: Altiris.PatchManagementCore.dll
Priority: 4, Source: Altiris.PatchManagementCore.Tasks.Server.DownloadObjectTask`2.DownloadFile

Entry 2:

Download failed for: \\ns-01\Updates\MS20-12-SSU-4593175\{96765899-e6ef-4159-8548-a01f012660c6}\windows10.0-kb4593175-x64-2004-20H2.msu

The specified network password is not correct
   [System.ComponentModel.Win32Exception @ Altiris.PatchManagementCore]
   at Altiris.PatchManagementCore.Utilities.File.DownloadUnc(Uri fromUrl, DownloadContext downloadContext)
   at Altiris.PatchManagementCore.Utilities.File.DownloadToStreamWithRetries(Uri uri, DownloadContext downloadContext)
   at Altiris.PatchManagementCore.Utilities.File.Download(String fromUrl, String toDirectory, String toFileName, Boolean forceDownload, DownloadParameters miscDownloadParams)

Exception logged from: 
   at Altiris.PatchManagementCore.Utilities.File.Download(String, String, String, Boolean, Altiris.PatchManagementCore.Utilities.DownloadParameters)
   at Altiris.PatchManagementCore.Utilities.FileDownloader.Download()
   at Altiris.PatchManagementCore.Utilities.FileDownloader.DoDownloadProcedure(Object)
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object)
   at System.Threading.ThreadHelper.ThreadStart(Object)

-----------------------------------------------------------------------------------------------------
Date: 1/25/2021 1:43:25 PM, Tick Count: 133978734 (1.13:12:58.7340000), Size: 1.78 KB
Process: AtrsHost (6284), Thread ID: 166, Module: Altiris.PatchManagementCore.dll
Priority: 1, Source: Altiris.PatchManagementCore.Utilities.File.Download

Entry 3:

Finished download [from:'\\ns-01\Updates\MS20-12-SSU-4593175\{96765899-e6ef-4159-8548-a01f012660c6}\windows10.0-kb4593175-x64-2004-20H2.msu' to:'D:\Program Files\Altiris\Patch Management\Packages\Updates\MS20-12-SSU-4593175\{96765899-e6ef-4159-8548-a01f012660c6}\windows10.0-kb4593175-x64-2004-20H2.msu' task:Download Software Update Package time:00:00:00.1880079]
-----------------------------------------------------------------------------------------------------
Date: 1/25/2021 1:43:25 PM, Tick Count: 133978734 (1.13:12:58.7340000), Size: 674 B
Process: AtrsHost (6284), Thread ID: 117, Module: Altiris.PatchManagementCore.dll
Priority: 4, Source: Altiris.PatchManagementCore.Tasks.Server.DownloadObjectTask`2.DownloadFile

Entry 4:

[1 / 1] Unsuccessfully downloaded '\\ns-01\Updates\MS20-12-SSU-4593175\{96765899-e6ef-4159-8548-a01f012660c6}\windows10.0-kb4593175-x64-2004-20H2.msu'
-----------------------------------------------------------------------------------------------------
Date: 1/25/2021 1:43:25 PM, Tick Count: 133978734 (1.13:12:58.7340000), Size: 421 B
Process: AtrsHost (6284), Thread ID: 117, Module: Altiris.PatchManagementCore.dll
Priority: 2, Source: PMC:DownloadSWUPackageTask.Progress

Entry 5:

Failed to download Software Update Package 'windows10.0-Server-kb4593175-x64-2004-20H2.msu' [96765899-e6ef-4159-8548-a01f012660c6].
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Date: 1/25/2021 1:43:26 PM, Tick Count: 133978828 (1.13:12:58.8280000), Size: 393 B
Process: AtrsHost (6284), Thread ID: 117, Module: Altiris.PatchManagementCore.dll
Priority: 1, Source: PMC:DownloadSWUPackageTask.Progress

Environment

ITMS 8.x

Cause

In this particular scenario, the customer set up a "no internet" connectivity implementation to get his patches downloaded as described under KB 180645 "Configuring Patch Management 8.x to operate without an internet connection". However, recently his AppID account password was changed. So, the account used to access their staging location was wrong/outdated.

Resolution

Verify the following:

1. Go to "Core Services" and check if the AppID account is specified manually rather than using "Use application credentials": 
   In the Symantec Management Console go to Settings> All Settings> Software> Patch Management> Core Services
   
   
   
   
2. If you need a specific account under this location, make sure that you are using the right one as well re-type its password. Or just simply change the option to "Use application credentials".
3. Try to download the package one more time:
   Under Patch Remediation Center, select Bulletin>right-click>Download Packages

Additional Information

180645 "Configuring Patch Management 8.x to operate without an internet connection"