The customer is trying to download packages but those are failing. The agent log shows the following:
Downloading from outbound Package Server is not allowed in this site. Remote IP: 10.10.138.21. Ignoring https://<SS1>.<yourdomain>.net/Altiris/PS/Share/pkggroup_%7B4649482a-ccf6-462e-b35b-475fc92e8e02%7D/%7BCE33C727-68D7-E462-F983-4D63C618EBCA%7D/cache
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Date: 5/7/2023 12:50:29, Tick Count: 421781 (00:07:01.7810000), Size: 497 B
Process: AeXNSAgent.exe (9568), Thread ID: 9228, Module: AeXPackageDelivery.dll
Priority: 4, Source: PackageDelivery
ITMS 8.5, 8.6, 8.7
The "targeted site settings" policy was in place with the setting "From Package Servers that do not belong to the same site(s) as the agent" under the "Prevent Downloads" section was turned on.
See KB 204355 "How the "Prevent Downloads" option works under the Targeted Site Settings" to review how these settings work.
The "From Package Servers that do not belong to the same site(s) as the agent" setting was telling the client machine to ignore the expected package server:
Either: