Application Metering plug-in is not capturing or sending any usage data

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Article ID: 170915

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Updated On:

Products

Inventory Solution

Issue/Introduction

Application Metering plug-in is not capturing or sending any usage data. The install is complete but no monitoring is taking place, the AexProcessList.txt and AMInventory.txt are 0kb.

Digital Signature is not valid: 

Description:
' source='SAMDriverCtrl' module='AMAgent.dll' process='AeXNSAgent.exe' 
pid='9560'
thread='14604' tickCount='3290218' >
  <![CDATA[[DriverCtrl::startService]: StartService failed: Windows cannot 
verify
the digital signature for this file. A recent hardware or software change might
have installed a file that is signed incorrectly or damaged, or that might be
malicious software from an unknown source.
]]>
--------------------------------------------------------------------------------
---------------------
Date: 1/24/2018 12:04:04 PM, Tick Count: 0 (00:00:00), Host Name: <PC NAME
REMOVED, Size: 504 B
Process:  (0), Thread ID: 0, Module: 
Priority: 1, Source: 

' source='AppMeteringAgent' module='AMAgent.dll' process='AeXNSAgent.exe'
pid='9560' thread='14604' tickCount='3290218' >
  <![CDATA[Driver install and start failed]]>
--------------------------------------------------------------------------------
---------------------
Date: 1/24/2018 12:04:04 PM, Tick Count: 0 (00:00:00), Host Name: <PC NAME
REMOVED, Size: 266 B
Process:  (0), Thread ID: 0, Module: 
Priority: 1, Source: 


' source='AppMeteringAgent' module='AMAgent.dll' process='AeXNSAgent.exe'
pid='9560' thread='14604' tickCount='3290218' >
  <![CDATA[Driver startup failed. Falling back to AppInit backend]]>
--------------------------------------------------------------------------------
---------------------
Date: 1/24/2018 12:04:04 PM, Tick Count: 0 (00:00:00), Host Name: <PC NAME
REMOVED, Size: 289 B
Process:  (0), Thread ID: 0, Module: 
Priority: 1, Source: 

Cause

This is a defect.

Environment

Inventory Solution 7.6 HF7, with fix www.symantec.com/docs/TECH234599 installed.

Resolution

A point-fix is available for this issue. Please follow these steps to apply it.

  1. Log onto the Symantec Management Platform server with the Application Identity account.
  2. Download the attached archive and extract to a folder not in the Altiris install directories.
  3. Run PFInstaller.exe and choose to install.
  4. Once the install is complete, enable the upgrade policy for the Application Metering Plug-in.

Attachments

AMPF_4157478.zip get_app