What steps can I take to troubleshoot issues with Patch Management Inventory rules?
Updates are not showing as applicable (needing to be installed)
Updates are not installing
Updates are showing as applicable (trying to install) when they should not be (generally error 1642)
Items that should be checked first are
View the software updates tab for the Software Update Agent, is the update shown?
What is the status (Look it up in the kb for possible known issues)
Double clicking on the update look at the run history tab, if there is an error look up the error in the KB (if history is empty, click on the Software Delivery Tab expand Options and put a check mark in the Show Expired Packages option)
Run the update manually on a client to check for errors.
Note: Running the report "Microsoft Compliance and Vulnerability by Computer – Details" can show several of the problems that could be causing issues. (These reports are very intensive and can timeout in some environments, there is currently not a resolution for this, but it will be resolved in the next version.)
There are two types of rules being evaluated the IsApplicable and IsIntalled. IsApplicable determines if the update applies to the computer and the IsInstalled determines if it has already been installed.
IsApplicable: Article TECH40144 Includes the steps needed to check the applicability of the update.
Article HOWTO2123 includes the steps needed to obtain the checks performed by the IsInstalled rule.
Article HOWTO9061 references an unsupported tool that helps evaluate the rule after it has been found.
Information to send to the Patch Management support team (if needed):
The version of PMImport being used.
The specific Bulletin and update within the bulletin as well as a description of what is being seen. (e.g MS0-027 KB873378)
The scope of the problem. It is occurring on one computer, every computer a subset etc.
The operating system of the client computers, including service pack level.
If the update is applicable to Microsoft Office, SQL, Exchange etc. What is the version number, service pack level and edition (Standard, Enterprise etc.)
File versions and registry keys that were incorrect as found in the Inventory rules.
The message returned when running the update manually, seen in the logs, in the GUI, etc.
Run the single rule evaluator article HOWTO9061 and capture the agent logs with verbose enabled.
What is the status of the update in the Software Updates tab of the agent?
Is the issue reproducible? If so, provide the steps to duplicate.
If the environment could be unique in any way provide information describing the possible difference. Such as multiple versions of Office installed, multiple instances of SQL with different versions for each instance, large customizations etc.
Other Helpful Information that may be needed:
Windows Event Logs
NS & Solution Configuration
NS Server Logs
SQL Errors and related information
Update Installation Logs (C:\WINDOWS)
Additional Troubleshooting steps:
Is there a task for the bulletin and is it enabled?
Opening the task in the console look at the Advanced tab and make sure the Advertisement for the specific update is enabled (check box is checked for the specified update).
Make sure the collection being used as the Base Collection for the task includes the desired computers.
Have the problematic Altiris Agent computers send a full Patch Management inventory back to the Notification Server. The simplest way to do this is to change the Inventory Policies from "Report Inventory, Only if Changed" to "Report Inventory, Always" for a short period of time as this increases the amount of traffic on the network, maybe two to four times whatever the client configuration update interval is set to (Configuration> Altiris Agent > Altiris Agent Configuration for each of the four policies).
The server side hashes can be cleared and will often fix the issue but this step should be done last. HOWTO3512.
Only if Changed is the default setting and only sends the results of the Inventory Rule Agent patch inventory scan to the Notification Server when the data has changed.
Always sends the results of the Inventory Rule Agent patch inventory to the Notification Server each time the inventory runs.
Imported Document ID: TECH211521
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