Altiris Host Object Service (AtrsHost.exe) crashes as the pcAnywhere License Sync Task is running
Last Updated October 24, 2011
AtrsHost.exe uses an excessive amount of CPU cycles (between 50% and 90%) on the Notification Server (NS), including on a parent NS in a hierarchy which does not directly manage any computers. Meanwhile, the Symantec Management Console may be non-responsive. Ending the AtrsHost.exe process restores normal performance, but the problematic behavior may return almost immediately. Logs show that AtrsHost.exe is processing the pcAnywhere License Sync Task.
The pcAnywhere License Sync Task was not checking the “isLocal” flag, so that in an environment with Hierarchy, the parent NS processes the pcAnywhere licenses for all managed computers, even those which are not managed directly by the parent NS. In an environment with potentially multiple child NS and tens of thousands of managed computers, this processing can crash the AtrsHost service.
Attached is a patch file. It updates stored procedures to adhere to the "isLocal" flag, and modifies the schedule of the pcAnywhere License Sync Task from hourly to daily.
Apply the patch to each NS which has pcAnywhere Solution 12.6 installed, using the following steps:
Ensure that the SQL Server Agent is in a running state on the NS.
Ensure that a recent backup exists of the Symantec_CMDB database. Symantec ALWAYS recommends backing up any files or folders before making any changes.
Open Microsoft SQL Server Management Studio.
Expand Databases, right-click the Symantec_CMDB database instance that is associated with the target NS, and click New Query.
Copy and paste the contents of the attached file into the Query window.
Verify that the Messages window shows "Command(s) executed successfully".
Please contact Symantec Technical Support with any questions or concerns.