Understanding and Controlling Automatic Package Server Refresh, Virtual Directory Updates, and Disk Space Management
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Understanding and Controlling Automatic Package Server Refresh, Virtual Directory Updates, and Disk Space Management

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Article ID: 422201

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Updated On:

Products

IT Management Suite

Issue/Introduction

Reports indicate that Symantec Management Platform (SMP) Package Servers may initiate package refresh or synchronization processes at unplanned times or more frequently than expected (for example, when a daily refresh was assumed). Administrators often seek to understand what triggers these automatic refreshes, how to confirm the scheduled refresh time, and how to control refresh frequency. Additional symptoms can include slow performance, repeated unsuccessful download attempts, or unexpected disk space consumption caused by older package versions.

Some of the Agent log entries noticed:

Example Entry 1:

Creating/updating virtual directory '/pkggroup_{3b01b652-7ea0-47b6-942e-bc4d10b11984}', physical path: '\\SWDSHARE\SWL\Microsoft\VisualStudioTeamFoundationServer2015PowerTool'

 

Example Entry 2:

Error code: {Partial Data Received}

The network transport returned partial data to its client. The remaining data will be sent later (0x000002C3)

Environment

ITMS 8.7.x, 8.8

Cause

The Package Server (PS) is an extension of the Symantec Management Agent that acts as a local distribution point for packages. The automatic refresh is scheduled primarily by the daily NS.Package Refresh scheduled task on the Symantec Management Platform (SMP Server or Notification Server (NS)).

Usual Cause for Constant Attempts:
While the refresh is scheduled daily, constant, unsuccessful refresh attempts are often caused by environmental issues on the Package Server, such as stopped IIS Application Pools or network transport errors leading to partial data received. The Package Server agent attempts to retry the download, creating a loop of constant refresh attempts.

The frequency of a full, agent-initiated refresh is internally controlled by the AgentExecInterval (sec) registry key, which defaults to 24 hours (86400 seconds).

Few things to consider:

A. Notification Server (SMP) Scheduled Triggers

The daily and frequent tasks below update the database metadata, which tells the PS agent to check for new packages.

  1. NS.Package Refresh

    • Function: Runs once a day (default: 3:30 AM) to update all package snapshots and metadata in the database.

  2. NS.Package Distribution Point Update Schedule

    • Function: Runs frequently (default: every 10 minutes) to notify Package Servers of package metadata changes on the console.

B. Package Server (PS) Local Control

  • Registry Key: HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\Altiris Agent\Package Server

  • Value: AgentExecInterval (sec)

    • Function: Dictates the minimum interval (in seconds) between a Full Package Server refresh initiated by the local agent.

C. Common Root Cause of Failed/Constant Refresh Attempts

The most common cause of a package refresh constantly failing and retrying is a failure in the IIS communication, preventing the Package Server from fully downloading the necessary files.

  • Evidence in Logs (Partial Data Received): The Package Server log (Agent.log) shows download errors indicating the network transport returned only partial data, or other connection failures.

    Error code: (Partial Data Received)

    The network transport returned partial data to its client. The remaining data will be sent later (0x000002C3)

  • IIS Application Pool Failure: These network errors are often the symptom of a critical IIS process being stopped on the Package Server. If the DefaultAppPool or the Symantec Task Server AppPool is stopped, the package download process will fail, leading to the agent retrying the download continuously.

 

D. Common Root Cause of Unexpected/Frequent Refresh or Delays

  • Source File Changes: If a package's source files on a UNC share are updated without modifying the package resource on the SMP console, the NS.Package Distribution Point Update Schedule task (every 10 minutes) will not detect the change. The package update will only occur during the next daily NS.Package Refresh (Reoccurring Messages About Creating/updating virtual directories).

  • Virtual Directory Performance: In some environments, the process of Creating/updating virtual directories can take hours, blocking package downloads. This is often seen after upgrades (KB 214168). While the IISVirtualDirectoriesRefreshInterval key helps manage this, performance issues may require enabling a legacy IIS API (refer to Having multiple messages in the agent logs about the virtual directories are creating/updating for details).

Resolution

Follow these steps to diagnose and control the package refresh behavior and resolve download failures.

A. Resolve Failed/Constant Refresh Attempts (IIS Diagnostics)

If the Package Server is constantly retrying package downloads, check the IIS Application Pools immediately.

  1. Open IIS Manager: On the Package Server machine, open the Windows Start Menu and search for Internet Information Services (IIS) Manager.

  2. Navigate to Application Pools: In the left-hand connection pane, expand the server name and click on Application Pools.

  3. Check Status: Review the Status column. Identify any critical application pools that are Stopped.

    • Look specifically for the DefaultAppPool and Symantec Task Server AppPool.

  4. Restart Application Pools: Right-click the Stopped pool(s) and select Start or Recycle.

    • Tip: If the pools immediately stop again, check the Windows Event Viewer for errors related to the pool failing, which may indicate memory limits, configuration issues, or rapid-fail protection.

 

B. Verify Notification Server (SMP) Scheduled Tasks

  1. Open Windows Task Scheduler: On the Notification Server (SMP), open the Task Scheduler.

  2. Locate the Tasks: In the Task Scheduler Library, navigate directly to Task Scheduler Library.

  3. Check Daily Refresh Schedule: Find and select the NS.Package Refresh task. Review the Triggers tab to verify the daily run time.

Task Name (Windows Scheduler) Default Schedule Function
NS.Package Refresh Daily (e.g., 3:30 AM) Triggers the nightly full package snapshot and metadata update process.
NS.Package Distribution Point Update Schedule Every 10 Minutes Notifies Package Servers of package metadata changes on the console.
NS.Package Server Cleanup Daily (e.g., 2:30 AM) Deletes expired package versions based on retention policy.

 

C. Check the Package Server Agent Log

  1. Locate the Agent Log: On the Package Server machine: C:\ProgramData\Symantec\Symantec Agent\Logs

    • The file is Agent.log (and rolled-over files like Agent11.log).

  2. Interpret Log Entries: Search for the phrase Package Server Agent: Found to see when synchronization started, or the error Partial Data Received to confirm a download failure.



D. Manage Package Server Disk Space and Retention (Replicated packages are taking too long to be set to a ready state)

If disk space is an issue, adjust the retention policy.

  1. Check Retention Policy in Console:

    • On the SMP Console, navigate to Settings > All Settings.

    • Go to Settings > Software > Software Publishing > Software Management > Package Server > Package Server Settings.

    • Review the Package retention policy setting. Reducing this value (default is 30 days) will allow the clean-up task to delete old package versions sooner.

  2. Verification: Ensure the NS.Package Server Cleanup task (Step B) is running successfully.

 

E. Advanced Diagnostics for Frequency and Source Changes

  • Check Refresh Interval: Use regedit on the Package Server to check the DWORD value for AgentExecInterval (sec) at HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\Altiris Agent\Package Server. The default is 86400 (24 hours).

  • Source File Changes: If package source files are updated directly, manually Save Changes to the corresponding Software Resource in the SMP Console (Manage > Software) to force an immediate metadata update and sync.

Troubleshooting Summary Symptom Check/Action
Constant Refresh/Failed Download PS log shows Partial Data Received or Error while downloading package. Check/Restart IIS Application Pools (DefaultAppPool, Symantec Task Server AppPool) on the PS.
Unexpected Frequent Refresh Package refresh runs more than once a day when no manual action was taken. Check AgentExecInterval (sec) in PS Registry. Default is 86400.
No Refresh on Source Change Source package files were updated on the file share, but PS still has the old version. Manually Save the Software Resource in the SMP Console to update the ModifiedDate.
High Disk Usage Package Server disk space is rapidly filling up or not clearing old versions. Check Package retention policy in the SMP Console and verify the NS.Package Server Cleanup task is running.

 

F. Handling Manual Package Source Changes (Reoccurring Messages About Creating/updating virtual directories)

If a package's source files (on a UNC or local share) are modified directly without a change to the package in the SMP console, the SMP database metadata is not updated.

  • Symptom: The package on the Package Server will remain the old version until the next nightly full snapshot update.

  • Resolution: To force an immediate update of the package metadata and trigger a refresh on the Package Servers:

    1. On the SMP Console, click Manage > Software.

    2. Find the relevant Software Resource.

    3. Edit the package properties (e.g., add a space to the description and remove it, or simply save the resource). This action updates the package's ModifiedDate in the database, which is detected by the frequent NS.Package Distribution Point Update Schedule task, forcing an immediate sync to Package Servers.



G. Diagnostics for "Creating/updating virtual directories" Performance (Having multiple messages in the agent logs about the virtual directories are creating/updating)

If the Package Server log shows extensive entries about Creating/updating virtual directories that block package downloads for extended periods:

  1. Symptom in Logs: Frequent, multi-hour log entries such as:

    **Creating/updating virtual directory... no PackageDownload events happen**

  2. Actionable Tip: As a performance troubleshooting step, you can try enabling the legacy IIS API, though this should be tested thoroughly before widespread deployment.

    • Registry Location: HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\Altiris Agent\Package Server

    • Action: Create a DWORD value named UseLegacyIISAPI and set its value to 1 (greater than zero).

Troubleshooting Summary Symptom Check/Action
Frequent Refresh Package refresh runs more than once a day when no manual action was taken. Check AgentExecInterval (sec) in PS Registry. Default is 86400.
No Refresh on Source Change Source package files were updated on the file share, but PS still has the old version. Manually Save the Software Resource in the SMP Console to update the ModifiedDate.
Download Delays Package downloads are stalled, and PS logs show long "Creating/updating virtual directories" messages. Create UseLegacyIISAPI DWORD key (value 1) in PS Registry to test legacy IIS behavior.

Additional Information

 

 

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