Software Updates are intermittently showing Pending status

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Article ID: 163674

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Updated On:

Products

Patch Management Solution for Windows

Issue/Introduction

RDP to the Client:

  • Checked Agent GUI; found the Software Updates were showing 'Pending' status and fail to receive the package codebase to download the Software Update Packages

RDP to the SMP Server:

  • Confirmed the Software Update Packages in 'Ready' status 
    • ​Confirmed package status on Site/Package Server for Client download access

Windows System Assessment Scan failed Exit Code 3

Cause

Confirmed the Software Update Packages did take some time to download to the Client, but did eventually download, yet they remained in Pending status waiting on a successful run of the Windows System Assessment Scan, and the Scan Package had become corrupt and was failing to run with Exit Code 3

Environment

Patch Management Solution 8.0 HF3

Resolution

Work through the following resolution:

  1. Uninstall Software Update Plug-in from the affected Clients:
    • Found at Console > Settings > All Settings > Agents/Plug-ins > Software > Patch Management 
    • Enabled the Software Update Plug-in Uninstall Policy and configure to target the affected Client's Filter
       
  2. Run Task Job to execute the following on the affected Clients:
    • Reboot CMD 
    • Update Configuration; receive changes and uninstall the Software Update Plug-in
    • Delete Folder: C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{6D417916-467C-46A7-A870-6D86D9345B61} 
    • Delete Registry: HKLM\SOFTWARE\Altiris\Altiris Agent\Patch Management 
    • Confirm deletion of the previous files
       
  3. Install Software Update Plug-in on the affected Clients:
    • Found at Console > Settings > All Settings > Agents/Plug-ins > Software > Patch Management 
    • Enable the Software Update Plug-in Install Policy and configure to target the affected Client's Filter
       
  4. Allow for plug-in processes to bring down the necessary packages and run the Windows System Assessment Scan 

Note: May need to work through the process outlined on HOWTO101482 to refresh the Assessment Scan Package in some cases but this was not necessary for the environment reviewed.