Real-Time System Manager, and Real-time console infrastructure pages fail to load with the Generic Error page
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Real-Time System Manager, and Real-time console infrastructure pages fail to load with the Generic Error page

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Article ID: 228665

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Updated On:

Products

IT Management Suite Client Management Suite

Issue/Introduction

When loading:

  • Manage> Computer> Resource Manager> View> real-time 
  • Setting> All Settings> NS > Console Settings> Views> Real-time Console Infrastructure > Tools
  • Setting> All Settings> NS > Console Settings> Views> Real-time Console Infrastructure > Configuration> Manage Custom Views

It fails to load with a generic error page:

Error in the logs:

pal.cpp(Line: 1318)  PPA::PAL::ReadPalInitXML(): Unable to process config file: C:\Program Files\Altiris\Pluggable Protocols Agent\Bin\\Config/PPAInit.xml

   [Altiris.PluggableProtocols.PPAException @ ]

   at Altiris.PluggableProtocols.PAL.Initialize(Properties options)

   at Altiris.RTCI.PPA.DataBroker.get_PALInstance()

   at Altiris.RTCI.PPA.DataBroker.TouchPAL()

   at System.Web.HttpApplication.RegisterEventSubscriptionsWithIIS(IntPtr appContext, HttpContext context, MethodInfo[] handlers)

Exception logged from:

   at Altiris.NS.UI.AltirisWebApplication.ReportApplicationError(System.Web.HttpContext)

   at Altiris.NS.UI.AltirisWebApplication.Application_Error(Object, EventArgs)

   at System.Web.HttpApplication.RaiseOnError()

   at System.Web.HttpApplication.RecordError(Exception)

   at System.Web.HttpApplication.RegisterEventSubscriptionsWithIIS(IntPtr, System.Web.HttpContext, System.Reflection.MethodInfo[])

   at System.Web.HttpApplication.InitSpecial(System.Web.HttpApplicationState, System.Reflection.MethodInfo[], IntPtr, System.Web.HttpContext)

   at System.Web.HttpApplicationFactory.GetSpecialApplicationInstance(IntPtr, System.Web.HttpContext)

   at System.Web.Hosting.PipelineRuntime.InitializeApplication(IntPtr)

User [xx\altiris1], AppDomain [/xx/W3SVC/1/ROOT/Altiris/RTSM-34-132808648254397348]

-----------------------------------------------------------------------------------------------------

Date: 11/8/2021 9:07:05 AM, Tick Count: 2014284734 (23.07:31:24.7340000), Host Name: xxxxx, Size: 1.53 KB

Process: w3wp (160516), Thread ID: 324, Module: w3wp.exe

Priority: 1, Source: WebApplication

File: C:\ProgramData\Symantec\SMP\Logs\a16.log

Error in the Windows Event Viewer:

Event code: 3005

Event message: An unhandled exception has occurred.

Event time: 11/8/2021 8:46:43 AM

Event time (UTC): 11/8/2021 4:46:43 PM

Event ID: da694ddf7c2f4a4fb8af115e1c3e05a2

Event sequence: 2

Event occurrence: 1

Event detail code: 0

 

Application information:

    Application domain: /LM/W3SVC/1/ROOT/Altiris/RTSM-26-132808636035175458

    Trust level: Full

    Application Virtual Path: /Altiris/RTSM

    Application Path: C:\Program Files\Altiris\RTSM\Web\

    Machine name: xxxxxx

 

Process information:

    Process ID: 160516

    Process name: w3wp.exe

    Account name: IIS APPPOOL\SMP Server AppPool

 

Exception information:

    Exception type: PPAException

    Exception message: pal.cpp(Line: 1318)  PPA::PAL::ReadPalInitXML(): Unable to process config file: D:\Program Files\Altiris\Pluggable Protocols Agent\Bin\\Config/PPAInit.xml

   at System.Web.HttpApplication.RegisterEventSubscriptionsWithIIS(IntPtr appContext, HttpContext context, MethodInfo[] handlers)

   at System.Web.HttpApplication.InitSpecial(HttpApplicationState state, MethodInfo[] handlers, IntPtr appContext, HttpContext context)

   at System.Web.HttpApplicationFactory.GetSpecialApplicationInstance(IntPtr appContext, HttpContext context)

   at System.Web.Hosting.PipelineRuntime.InitializeApplication(IntPtr appContext)

Request information:

    Request URL: http://NS/Altiris/RTSM/NetworkFiltersPage.aspx?Url=http://NS/Altiris/Console/tree.aspx?ViewGuid=a57fb0e9-0676-4e00-929a-6bb37dc1f888&&ConsoleGuid=1b22db4e-a898-443f-9b99-855b1653d3f5&TreeGuid=a57fb0e9-0676-4e00-929a-6bb37dc1f888&ParentGuid=00000000-0000-0000-0000-000000000000&ItemGuid=e9141b4f-0fbe-4120-97cc-e9647929aaf2&ViewGuid=a57fb0e9-0676-4e00-929a-6bb37dc1f888&ConsoleGuid=1b22db4e-a898-443f-9b99-855b1653d3f5

    Request path: /Altiris/RTSM/NetworkFiltersPage.aspx

    User host address: 15.5.64.176

    User: 

    Is authenticated: False

    Authentication Type: 

    Thread account name: xxxx\altiris1

 

Thread information:

    Thread ID: 753

    Thread account name: xx\altiris1

    Is impersonating: False

    Stack trace:    at System.Web.HttpApplication.RegisterEventSubscriptionsWithIIS(IntPtr appContext, HttpContext context, MethodInfo[] handlers)

   at System.Web.HttpApplication.InitSpecial(HttpApplicationState state, MethodInfo[] handlers, IntPtr appContext, HttpContext context)

   at System.Web.HttpApplicationFactory.GetSpecialApplicationInstance(IntPtr appContext, HttpContext context)

   at System.Web.Hosting.PipelineRuntime.InitializeApplication(IntPtr appContext)

Environment

ITMS 8.x

Cause

PluggableProtocols.config is not configured properly or PPAInit.xml is corrupted.

Resolution

On Notification Server, open "CMD" as administrator and go to the path:

  • C:\Program Files\Altiris\Notification Server\Bin

Then execute the following command:

  • AeXConfig.exe /configure "C:\Program Files\Altiris\PluggableProtocols\Config\PluggableProtocols.config"

So it should be C:\Program Files\Altiris\Notification Server\Bin>AeXConfig.exe /configure "C:\Program Files\Altiris\PluggableProtocols\Config\PluggableProtocols.config"

Note: If the error is still present, restart the Altiris Services and the World Wide Web Publishing Services (or run IISRESET at the command line)

  • Altiris Support Service
  • Altiris Client Message Dispatcher
  • Altiris File Receiver
  • Altiris Event Receiver
  • Altiris Service
  • Altiris Object Host Service
  • Altiris Service Hoster
  • Altiris Event Engine
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