Upgrade Stuck at: Configuring step 13 of XX - Altiris Task Management Installation...

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

You are trying to upgrade ITMS to version 8.8.

The MSI installation seems to be going just fine. As soon as SIM (Symantec Installation Manager) is configuring, it gets stuck at:

Configuring task 13 of 99: Configuring Altiris Task Management Installation...
-----------------------------------------------------------------------------------------------------
Process: SymantecInstallationManager (15156), Thread ID: 29, Module: SymantecInstallationManager.exe
Priority: 4, Source: Symantec.Installation.Automation.Output.ReportInfo

 

As far as you can tell, the upgrade is moving, slowly, but still moving. You can see that previous steps for this configuration section were completed:

Operation completed: Updating Package Distribution points for product agent plugins'Altiris Task Management' (9f9a80fc-2d71-4b08-a1ad-fb146b4af2c6), (100%) 2/2 [8,73 i/s], applied=1, total time=0:00:00,23
-----------------------------------------------------------------------------------------------------

Process: AeXSvc (14160), Thread ID: 25, Module: Altiris.NS.StandardItems.dll
Priority: 4, Source: ProductInstallationHelper

 

When you look at SQL Management Studio under Activity Monitor > Active Expensive Queries,

you can see most of the time it's just running this:

SELECT ir.ParentItemGuid, ir.ChildItemGuid, ir.Hint, ir.ReferenceType, ir.CreatedDate, ir.ModifiedDate
    FROM ItemReference ir
        left join vInstalledItem vp on @ParentItemGuid is not null and vp.[Guid] = ir.ChildItemGuid
        left join vInstalledItem vc on @ChildItemGuid is not null and vc.[Guid] = ir.ParentItemGuid
    where   (@ParentItemGuid is null or (ir.ParentItemGuid = @ParentItemGuid and vp.[Guid] is not null))
        and (@ChildItemGuid is null or (ir.ChildItemGuid = @ChildItemGuid and vc.[Guid] is not null))
        and (@Hint is null or ir.Hint = @Hint)

Environment

During Upgrade to ITMS 8.8

Cause

Slow performance for "spGetItemReferences" stored procedure (SP) due to some changes added to it for the ITMS 8.8 release.

Resolution

This issue has been reported to our Dev team. Currently a fix is targeted to be added to our ITMS 8.8.1 release.

Quick workaround is:

• If upgrade is still running - apply this SP below from SQL studio (this is the original version used prior to 8.8 release). SP can be altered during on-going upgrade from within SQL Studio.
  It will alter "SpGetItemReferences" reverting back newer changes introduced under ITMS 8.8 release. 
  
  Note: this SP can be applied as well after upgrade completion, if slow performance by "SpGetItemReferences" is noticed.
  
  

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ALTER PROC [dbo].[spGetItemReferences]
    @ParentItemGuid uniqueidentifier = NULL,
    @ChildItemGuid  uniqueidentifier = NULL,
    @Hint           nvarchar(100)    = NULL
AS
BEGIN
    IF @ParentItemGuid = 0x0
        SET @ParentItemGuid = NULL
    IF @ChildItemGuid = 0x0
        SET @ChildItemGuid = NULL

    IF ( @ParentItemGuid IS NULL AND @ChildItemGuid IS NULL AND @Hint IS NULL )
    BEGIN
        RAISERROR('spGetItemReferences: At least one parameter should be not null', 16, 1)
        RETURN
    END

    DECLARE @Query nvarchar(4000)

    SET @Query = ' SELECT ir.ParentItemGuid, ir.ChildItemGuid, ir.Hint, ir.ReferenceType, ir.CreatedDate, ir.ModifiedDate ' +
                 '     FROM ItemReference  AS ir '

    IF ( @ParentItemGuid IS NULL )
        SET @Query = @Query + ' JOIN vInstalledItem AS viip WITH(readcommitted) ON viip.Guid = ir.ParentItemGuid '
    IF ( @ChildItemGuid IS NULL )
        SET @Query = @Query + ' JOIN vInstalledItem AS viic WITH(readcommitted) ON viic.Guid = ir.ChildItemGuid '

    SET @Query = @Query + ' WHERE 1 = 1 '

    IF ( @ParentItemGuid IS NOT NULL )
        SET @Query = @Query + ' AND ir.ParentItemGuid = @ParentItemGuid '
    IF ( @ChildItemGuid IS NOT NULL )
        SET @Query = @Query + ' AND ir.ChildItemGuid = @ChildItemGuid '

    IF ( @Hint IS NOT NULL )
    BEGIN
        SET @Hint = LOWER( @Hint )
        SET @Query = @Query + ' AND LOWER(ir.Hint) = @Hint '
    END

    EXEC sp_executesql @Query, N'@ParentItemGuid uniqueidentifier, @ChildItemGuid uniqueidentifier, @Hint nvarchar(100)', @ParentItemGuid, @ChildItemGuid, @Hint
END