Upgrade is taking too long during "Reactivate Uninstalled Items" step

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

During an upgrade (or repair), the customer has noticed that SIM (Symantec Installation Manager) stays in one of the configuration steps.

When the upgrade (or repair) process gets to "Reactivate Uninstalled Items" step during configuration, it takes more than three hours before it times out (which causes the upgrade (or repair) to fail).

The step taking too long is on the NS logs:

Configuring task 4 of 46: Configure SMP 8.1 RU7 - Reactivate Uninstalled Items

-----------------------------------------------------------------------------------------------------
Date: 05/06/2021 17:30:56, Tick Count: 807469515 (9.08:17:49.5150000), Size: 370 B
Process: SymantecInstallationManager (12236), Thread ID: 9, Module: SymantecInstallationManager.exe
Priority: 4, Source: Symantec.Installation.Automation.Output.ReportInfo

Environment

ITMS 8.1, 8.5

Cause

Looking at SQL management studio, we can see that the SQL process taking too long while "Reactivate Uninstalled Items" is while updating RM_ResourceFile table. For this customer, this table had over 41 million rows.

The problematic Stored Procedure is "spSetProductUninstalled" which gets called to mark resources that belong to uninstalled products.

Resolution

Currently, initial approach for handling this issue has been added to our ITMS 8.6 RU1 release. See ITMS 8.6 RU1 Release Notes: "Upgrade is taking too long during the Reactivate Uninstalled Items step."

There is a possible way to trim this RM_ResourceFile table.
217666 "RM_ResourceFile table is too large"

 

Broadcom support:
See internal notes on this KB for a possible workaround if cleaning up the RM_ResourceFile table takes too long.