When running the Agent Health "Trace Route" feature, it fails.

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Article ID: 162907

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Updated On:

Products

Management Platform (Formerly known as Notification Server) Real-Time System Manager

Issue/Introduction

Customer reported that they had observed the trace route option in the agent health not work. 

When he clicks on trace route icon it opens up the window, but returns the message:"Unable to resolve the target system name:..." for an actual active/accessible machine. 

This is different than the error it returns if you run it against an unresovable name.
If you run it against the NS or an IP address that it doesn't have to resolve, it will return the message "Unable to contact IP driver. Error 5"

Nothing seems to come up in the logs when the trace route is run.

Cause

By procmon logs, our code resolves agent GUIDs and launches tracert.exe correctly:

Command line: "tracert.exe" CL-W7-01.MyDomain.LOCAL
Current directory: c:\windows\system32\inetsrv\

When same command is launched from same location manually, it works. But, from the SMP Console, it is launched under local system account:

Environment:
COMPUTERNAME=SMP-W2K12-01
USERDOMAIN=MYDOMAIN
USERNAME=SMP-W2K12-01$
USERPROFILE=C:\Windows\system32\config\systemprofile

Resolution

This issue has been reported to Symantec Development team. A final fix will be available in the ITMS 8.0 Release.

This issue seems to be only present when trace route is ran from a Windows Server 2012 R2

A pointfix is available for those with ITMS 7.6 HF7. See attached "Pointfix_eTrack3898367_ITMS_7_6_HF7.zip"

Instructions are located in the ReadMe file attached.

 

Attachments

ReadMe.pdf get_app
Pointfix_eTrack3898367_ITMS_7_6_HF7.zip get_app