The update from 8.5 RU3 to 8.5 RU4 failed because of the Monitor Solution

Products

Server Management Suite IT Management Suite Client Management Suite

Issue/Introduction

The update from 8.5 RU3 to 8.5 RU4 failed because of the Monitor Solution.

Here are the troubleshooting steps.

In SIM we ran a full repair. The MSI repair was successful but the Reconfigure Installed Products failed at Symantec Management Platform 8.5 RU4.

We then ran a Repair MSI on the Symantec Management Platform 8.5 RU. This failed with the following message:

The repair of the Symantec Management Platfor 8.5 RU4 (8.55713) failed with return code 1603.

We clicked the "Details" down arrow and saw the following:

Symantec.Installation.MsiErrorException: Rolling back action:Updating component registration
at Symantec.Installation.Msi.ProcessMSIResult(WindowsInstallerError result, String sCaller, String sPackage, String productCode, ErrorProcessingFlags flags)
at Symantec.Installation.Msi.RepairProduct(Boolean replaceAllFiles, String cmdLine)
at Symantec.Installation.PerformInstall.RepairPackage(Package component)
at Symantec.Installation.PerformInstall.RepairProduct(Product product)
at Symantec.Installation.PerformInstall.RepairProducts(ProductsCollection componentsToRepair, NsConfigureParameters nsParams)

In the SMP/SIM logs we found the following error:

Operation 'Direct: Head' failed.
Protocol: HTTP
Host: Servername.domain:80
Path: /Altiris/NS/Agent/PostEvent.asp
Connection Id: 17.12204
Communication profile Id: {GUID}
Throttling: 0 0 0
Error type: HTTP error
Error code: HTTP status 404: The requested URL does not exist on the server or the server is down (0x8FA10194)
Error note: Empty response content received

At the starting page in the Symantec Installation Manager, we typed "CTRL-Shift-P" and saw the following:

Here is the wording from the screenshot above:

Symantec Management Platform 8.5 RU4

Install only the foundational Symantec Management Platform services. This installation includes Notification Server and other platform components, including Task Server to sequence management jobs and Software Management Framework for managing packaging tasks.

Partial Installation (MSIs listed below):

Installed Not Configured (1)
Symantec ASDK Server 8.5 x64 (symantec_asdkservercombine_8_5_ru4_x64.msi)

We used Windows File Explorer to go to [Altiris Installation Drive]:\Program Files\Altiris\Symantec Installation Manager\Installs\Altiris. We right-clicked symantec_asdkservercombine_8_5_ru4_x64 and chose install. We saw the following:

This installation package could not be opened. Verify that the package exists and that you cn access it, or contact the application vendor to verify that this is a valid Windows installer package.