Notification Server Console is showing many Download Pending Packages, but the Package server shows it has 0 Download Pending Packages

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

Package Server has less Ready packages than the Notification Server is showing, and the Notification Server Console is showing many Download Pending Packages.  In our example the Symantec Management Platform showed 550+ packages, and the Package Server had 37 Ready and 0 Pending packages.  It seems that at some point the Package Server lost all of its packages and started redownloading them.

Agent UI shows:

This is an earlier screenshot of the SMP when 8 packages were ready.  This number slowly increased but then eventually stopped increasing once it got to 37.

Environment

ITMS 8.x

Resolution

There are a couple of ways to resolve this issue.

#1 - Stop the Agent and then try to delete the LDB folder: C:\ProgramData\Symantec\Symantec Agent\Ldb.  You may need to take ownership of this folder.  Start the agent back up and see if there are more packages seen.

#2 - If that doesn't resolve the issue it is necessary to reinstall the Altiris Agent. 

NOTE: If you'd like to keep the existing downloaded packages, see KB's 178378 and 181886 for examples of how to preserve the Package Delivery folder.