Redirecting the Symantec Management Agent to another Symantec Management Platform Server Takes a Very Long Time to Complete

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

When attempting to redirect the Symantec Management Agent (SMA) to a different Symantec Management Platform (SMP) server using the command line (e.g., aexagentutil.exe /server: <ServerName>), the redirection process may hang or take an extended period (hours or days) to complete.

Symptoms

• Error Codes: The agent fails to redirect and logs the following errors:

  • Failed to send basic inventory. Cannot send the event, the event queue is blocked (0x80042801)

  • COM error: Cannot send event, the agent is shutting down (0x80042801)

• Service Restarts: If a user attempts to manually restart the Symantec Management Agent service to force the change, the agent reverts to the previous SMP server instead of the new target.

• Delayed Resolution: If left untouched, the redirection may eventually succeed, but only after a significant delay.

Environment

8.7.3, 8.8.

Cause

The procedure was working, but it just took too long to redirect to the new SMP server.

Resolution

This issue is resolved by applying a point fix (PF) to the Symantec Management Platform. Please download the appropriate fix based on your ITMS version:

ITMS 8.7.3

• Fix: SMA_SMP_8_7_3_PF_v13_10April2026.zip (or later)

• Download: Cumulative Post ITMS 8.7.3 Point Fixes

ITMS 8.8

• Fix: SMA_SMP_8_8_PF_v10_10April2026.zip (or later)

• Download: Cumulative Post ITMS 8.8 RTM(GA) Point Fixes

Note: Ensure you follow the installation instructions included within the .zip archive to correctly apply the update to your SMP server.