Deployment Tasks Fail with Error: "GetPackageInfo.aspx was called from a non-managed agent"

Products

• IT Management Suite
• Deployment Solution

Issue/Introduction

Target devices are unable to download deployment packages (such as Ghost images or script files) when running in a PXE or Automation environment. When the agent requests package details from the Symantec Management Platform (SMP or Notification Server (NS)) or Site Server, the request is rejected.

Main Symptom: The deployment task hangs or fails, and the following error is repeatedly observed in the NS logs:

GetPackageInfo.aspx was called from a non-managed agent [GUID], the response will not be generated.

Environment

ITMS 8.7.x, 8.8

Deployment Solution 8.7.x, 8.8

Cause

The error occurs because the SMP Server does not recognize the requesting agent as a "managed" resource in its database. In the context of Deployment Solution, this typically happens when a device is in the Pre-boot Execution Environment (WinPE).

For a successful download, the PECTAgent (the deployment agent in WinPE) must first register itself and receive a valid "managed" status. If the server cannot find the agent's GUID in the managed resources table, it denies the request for package information as a security precaution. This is most common after an ITMS upgrade (e.g., to version 8.8) where the automation environment is still using legacy files or outdated communication certificates.

Most common causes for this warning for occurring are:

• Outdated Pre-boot Environment (Primary Cause): Following an upgrade or Point Fix application, the PXE/Automation images still contain the old version of the PECTAgent or outdated communication profiles.

• Failed Registration Handshake: The agent in WinPE failed to send its "Basic Inventory," meaning the NS has no record of the GUID {fdfec72d-3c74-422f-ab26-bd6c00004a99} as an active, managed object.

• Server Identity Mismatch: A mismatch between the OwnerNSGuid in the server's CoreSettings.config and the actual Database GUID causes the NS to reject requests, believing the agent belongs to a different parent server.

 

Resolution

We will covering the following 

Symptom	Root Cause	Resolution / Verification
Non-managed agent error	Outdated Automation environment after upgrade.	Recreate Pre-boot Environments: Update WinPE images to include the latest PECTAgent.
GetPackageInfo response blocked	Communication Profile or Certificate mismatch.	Verify NS Communication Profile: Ensure the pre-boot config uses the correct, trusted certificate.
Response will not be generated	Server/DB GUID mismatch.	Check CoreSettings.config: Ensure OwnerNSGuid matches the database vThisNS GUID.

 

Step-by-Step Instructions

1. Rebuild Pre-boot Configurations

This is the most critical step after any ITMS 8.8 upgrade or Point Fix application to ensure the automation agent matches the server version.

1. On the SMP Console, navigate to Settings > Deployment > Manage Preboot Configurations.

2. Select your existing PXE or Automation environment.

3. Click the Recreate Preboot Environment button.
   
   

4. Wait for the console to show the environment as "Ready" and ensure the Package Servers have synchronized the new files.

2. Verify Agent Registration (Client-Side)

If the issue persists, check if the agent is actually talking to the server while in WinPE.

1. Boot the target device into PXE.

2. Once WinPE loads, press F8 to open the command prompt.

3. Navigate to and open the PECTAgent log: notepad X:\Program Files\Symantec\Deployment\Logs\pectagent.log.

4. Analyze the log entries:

   • Look for: Sending Basic Inventory...

   • Look for: Successful: Receive Resource GUID: {GUID-HERE}

   • Note: If you see "Failed to send inventory" or "Unauthorized," the issue is related to the Communication Profile or SSL certificates.

3. Validate Server GUID (Infrastructure Check)

If rebuilding the environment fails, ensure the NS identity is consistent with the database.

1. On the Notification Server, open: C:\Program Data\Symantec\SMP\Settings\CoreSettings.config.

2. Locate the value for OwnerNSGuid.

3. Open SQL Management Studio and run the following query against the Symantec_CMDB:

   SELECT Guid FROM vThisNS
   

4. Validation: If the GUID in the file does not match the GUID in the database, the NS will treat incoming requests as "unmanaged."
   Update the CoreSettings.config (Updating Core Settings in ITMS 8.5 and later) to match the database result and restart the Altiris Services service.

Additional Information

GetPackageInfo.aspx: The the source key for package: [GUID], agent: [GUID] is empty

DS 8.x Automation Logs