Searching...
Filters
SmallMediumLarge
Home Print Show Topic URL Previous Next
IT Management Suite
Client Management Suite
Server Management Suite
Deployment Solution
Asset Management Suite
ServiceDesk

Troubleshooting upgrade issues

ITMS Installation and Upgrade

The troubleshooting tips related to the upgrade to the IT Management Suite 7.5 SP1 are as follows:

Table: Troubleshooting upgrade issues

Issue or error message

Description

Workaround or knowledge base article link

Upgrade process fails because of missing registry entries or corrupted registry file.

SIM automatically creates a registry backup in the support folder before starting the installation, upgrade, or hot fix installation of Symantec Management Platform or IT Management Suite solutions . By default, the registry backup is available at the following location:

C:\Program Files\Altiris\Symantec Installation Manager\Support

If you encounter errors because of missing registry entries or corrupted registry file, then execute any of the following workarounds:

  • Restore the previous registry entries and then execute the installation process or upgrade process. To restore the previous registry entries, navigate to the registry backup and then double-click the latest AIMRoot.reg file.

  • Create new registry keys.

    You can create new registry keys for existing database validation for upgrade to 7.5 SP1, for partial upgrade validation on Install New Products page, and for pending restart check.

Upgrade to 7.5 SP1 fails because of failed existing database validation.

If you encounter errors during upgrade to 7.5 SP1 because of failed existing database validation, then you can create a new Windows registry key to cancel the validation of existing database.

To create registry key for existing database validation for upgrade to 7.5 SP1, execute the following steps:

  1. Click Start, click Run, type regedit in the Open box, and then click OK. The Windows Registry Editor window is displayed.

  2. Navigate to the following location:

    HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\AIM

  3. Right-click AIM > New > Key, and then specify IgnorAltaDBUpgradeValidation as the key name.

  4. Right-click IgnorAltaDBUpgradeValidation > New > DWORD (32-bit) Value, and then specify Enable as the value name.

  5. Right-click Enable > Modify, and then type 1 in the value data.

    Specify 1 as the Enable value to skip the validation of existing database. Specify 0 as the Enable value to perform the validation of existing database.

  6. Click OK.

Upgrade to 7.5 SP1 fails because of failed partial upgrade check.

If you encounter errors during upgrade to 7.5 SP1 because of failed partial upgrade check, then you can create a new Windows registry key to cancel the partial upgrade check.

To create registry key for partial upgrade validation on Install New Products page, execute the following steps:

  1. Click Start, click Run, type regedit in the Open box, and then click OK. The Windows Registry Editor window is displayed.

  2. Navigate to the following location:

    HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\AIM

  3. Right-click AIM > New > Key, and then specify UpgradePopupRequired as the key name.

  4. Right-click UpgradePopupRequired > New > DWORD (32-bit) Value, and then specify Display as the value name.

  5. Right-click Display > Modify, and then type 1 in the value data.

    Specify 1 as the Display value to skip partial upgrade check. Specify 0 as the Display value to perform the partial upgrade check.

  6. Click OK.

Upgrade to 7.5 SP1 fails because SIM has detected pending restarts.

If you encounter errors during upgrade to 7.5 SP1 because SIM has detected pending restarts on the computer, then you can create a new Windows registry key to cancel the detection of pending restarts.

To create registry key for pending restart check, execute the following steps:

  1. Click Start, click Run, type regedit in the Open box, and then click OK. The Windows Registry Editor window is displayed.

  2. Navigate to the following location:

    HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\AIM

  3. Right-click AIM > New > Key, and then specify IgnorPendingReboot as the key name.

  4. Right-click IgnorPendingReboot > New > DWORD (32-bit) Value, and then specify Display as the value name.

  5. Right-click Enable > Modify, and then type 1 in the value data.

    Specify 1 as the Enable value to skip pending restart check. Specify 0 as the Enable value to perform the pending restart check.

  6. Click OK.

Upgrade from ITMS 7.5 HF6 to ITMS 7.5 SP1 using Symantec Installation Manager 7.5.240 takes 4 hours.

The issue occurs on Windows 2008 R2 SP1 x64 Server, which runs on Dell PowerEdge 2950 Server.

This error is because the .Net Framework 4.5 or 4.5.1 that gets installed during upgrade, triggers execution of Native Image Generator (Ngen.exe) tool. Additionally, User Account Control (UAC) is disabled, and Symantec Management Agent (SMA) and Monitor agent services are running on the computer.

  • Check the .Net Framework version that is installed on the computer. If .Net Framework 4.5 or 4.5.1 is installed on the computer, then execute the following steps:

    • Enable UAC, by executing the following steps:

      • Click Start > Control Panel. In the search box, type uac, and then click Change User Account Control settings.

      • To turn on UAC, move the slider to choose when you want to be notified, and then click OK.

        Administrator permission is required. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

    • Pause the Native Image Generator activity, by executing the following steps in the command prompt:

      • %SYSTEMDRIVE%\Windows\Microsoft.NET\Framework64\v4.0.30319\ngen.exe queue pause

      • %SYSTEMDRIVE%\Windows\Microsoft.NET\Framework64\v2.0.50727\ngen.exe queue pause

      • %SYSTEMDRIVE%\Windows\Microsoft.NET\Framework\v2.0.50727\ngen.exe queue pause

    • Stop Symantec Management Agent service and Monitor service, by executing the following tasks:

      • On the computer, click Start > Run, and then type services.msc. The Windows Services window is displayed.

      • Right-click Symantec Management Agent > Stop.

      • Right-click Altiris Monitor Agent > Stop.

  • Apply ITMS 7.5 HF6 on the computer using SIM.

  • Check the.NET Framework version that is installed on the computer. If .Net Framework 4.5 or 4.5.1 is installed on the computer, then execute the following steps:

    • Enable UAC.

    • Pause the Native Image Generator activity.

    • Stop the Symantec Management Agent service and the Monitor service.

    Additionally, you must restart the computer if any pending restarts are detected.

  • Launch Symantec Installation Manager and then execute the upgrade task to upgrade to ITMS 7.5 SP1.

Upgrade from ITMS 7.1 SP2 to ITMS 7.5 fails because of symhelp_7_5_x64.msi install failure.

The upgrade fails because of .NET framework configuration issue on the SMP server. .NET Framework 3.5.1 or later along with ASP.NET must be installed on the computer on which ITMS is installed. Additionally, the Classic.NET AppPool must be running under .NET framework for the Altiris web service to run successfully.

Workaround: Ensure that .NET framework configuration is correct for the upgrade to complete. For more information about .NET framework configuration, see the following knowledge base article:

TECH212756

The IT Management Suite (ITMS) installation or upgrade fails if the Symantec Management Platform website is configured to Require SSL option with Client Certificates: Require option.

After the Symantec Management Platform (SMP) website is configured to Require SSL option with Client Certificates: Require option in the Internet Information Services (IIS) Manager, the configuration does not start and the installation process or the upgrade process fails. Additionally, a forbidden (403) error is displayed and an associated warning is reported in the Altiris Log Viewer.

Workaround: Before you start a fresh installation of ITMS solutions or an upgrade to ITMS 7.5, you must check the SSL configuration for SMP website. In the IIS Manager, for the SMP website, ensure that you do not select the Client Certificates: Require option when the Require SSL option is selected.

IT Management Suite (ITMS) 7.5 does not support different versions of the Symantec Management Agent (SMA) and plug-ins.

If the SMA version and plug-in version are different after you upgrade to ITMS 7.5, then this scenario is not supported on the ITMS 7.5 environment.

Workaround: After you upgrade to ITMS 7.5, you must upgrade the SMA on client computers to SMA 7.5. Additionally, you must upgrade the plug-ins to the latest versions that are available in ITMS 7.5.