Remote Management Screen throws the generic console error message

Products

• Server Management Suite

Issue/Introduction

When right-clicking a computer in Manage > Computers, and selecting Remote Management > Manage, the window that displays shows the generic SMP error on the right pane of the window.

In the logs, we see this error:

pal.cpp(Line: 1318)  PPA::PAL::ReadPalInitXML(): Unable to process config file: <NS INSTALL PATH>\Altiris\Pluggable Protocols Agent\Bin\\Config/PPAInit.xml
   [PPAException @ Altiris.PluggableProtocols.Core.dll]
   at Altiris.PluggableProtocols.PAL.Initialize(Properties)
   at Altiris.RTCI.PPA.DataBroker.get_PALInstance()
   at Altiris.RTCI.PPA.DataBroker.TouchPAL()
   at System.Web.HttpApplication.RegisterEventSubscriptionsWithIIS(IntPtr, HttpContext, MethodInfo[])

Exception logged from:
   at Altiris.Profiling.Support.LogSupport.BuildExceptionMessage(string, Exception, string, bool)
   at Altiris.NS.UI.AltirisWebApplication.ReportApplicationError(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, HttpContext, MethodInfo[])
   at System.Web.HttpApplication.InitSpecial(HttpApplicationState, MethodInfo[], IntPtr, HttpContext)
   at System.Web.HttpApplicationFactory.GetSpecialApplicationInstance(IntPtr, HttpContext)
   at System.Web.Hosting.PipelineRuntime.InitializeApplication(IntPtr)

 

Process: w3wp (9544), Thread ID: 116, Module: Altiris.NS.UI.dll
Priority: 1, Source: WebApplication

Environment

ITMS 8.7.x

Cause

Unknown. In this case, a previous issue resulted in a restoration of the Symantec_CMDB database, and it is likely there was a fault introduced during that process. 

Resolution

Run a full repair using the Symantec Installation Manager.

"Repairing Notification Server/Symantec Management Platform products and solutions"