How to troubleshoot tasks hung with a status of "Client has initiated asynchronous policy execution"

Version 10

    Verified Product Versions

    Endpoint Manager 9.5Endpoint Manager 9.6Endpoint Manager 2016.xEndpoint Manager 2017.x

    Issue

     

    After starting task clients are stuck in an active state with a task status of "Client has initiated asynchronous policy execution", and never progresses.

     

    Purpose

     

    This document is designed to help identify the point of failure that led to the task hanging in the console, whether that was a problem with Core communication, or clients failing after receiving the task. As you go through the steps, when you identify the step in the process with the error you will shift into troubleshooting that particular step of the process as the following steps are dependent on the success of the preceding steps.

     

    Cause

     

    While this status is NOT an error message, it simply means that the core tried to contact the device and told it to check in and grab the task that it needs to install. However, sometimes the machine does not respond that it received the task and does not run it, and since the core at this point is waiting for a response from the client machine it leaves the task in an active status. We need to look at the clients and find out why they did not get the task.

     

    Troubleshooting Steps

     

    A. Core and Client Communication:

     

    1. Check the PolicyTaskHandler.log on the core for errors. It should have discovered and sent the sync command to each client if successful it should look like this. If there are errors there, investigate further.

    11/24/2014 22:37:13 INFO  5936:1    RollingLog : [Task: Firefox 26++ - 10/29/2014 1:42:08 PM, TaskID: 2080, ProcID: 5936] : Discover: Discovering machine: [Client123] using it's known ip address [10.14.111.50]...

    11/24/2014 22:37:15 INFO  5936:1    RollingLog : [Task: Firefox 26++ - 10/29/2014 1:42:08 PM, TaskID: 2080, ProcID: 5936] : Discover: Successfully discovered machine: [Client123]

    11/24/2014 22:37:15 INFO  5936:1    RollingLog : [Task: Firefox 26++ - 10/29/2014 1:42:08 PM, TaskID: 2080, ProcID: 5936] : TargetMachineContainer.MachineTargetOS: Operating System is: [Microsoft Windows Server 2012 R2 Server Datacenter Edition (full installation), 64-bit] for machine: [Client123]

    11/24/2014 22:37:15 INFO  5936:1    RollingLog : [Task: Firefox 26++ - 10/29/2014 1:42:08 PM, TaskID: 2080, ProcID: 5936] : SyncPolicyTask: Synchronizing policy with the command: [C:\Program Files (x86)\LANDesk\LDClient\PolicySync.exe -taskid=2080], to machine: [Client123]

       

        **On LDMS 9.6 the PolicyTaskHandler.log is located on the Core Server at \Program Files\LANDesk\ManagementSuite\Log\PolicyTaskhandler.log

     

    2. Check the ServiceHost.log on the client machine to verify it received the command to synchronize and execute the task. If it was successful you should see the following line in the log.

    Mon, 24 Nov 2014 22:37:15 4856: Exec: Exec: Launch request <"C:\Program Files (x86)\LANDesk\LDClient\PolicySync.exe" -taskid=2080> (sync 0, timeout 2147483647)

       
    • LDMS 9.6 without any Service Packs
      • 32-Bit Clients: C:\Windows\System32\ServiceHost.log
      • 64-Bit Clients: C:\Windows\SysWOW64\ServiceHost.log
    • LDMS 9.6 SP1
      • C:\Program Files (x86)\LANDesk\Shared Files\ServiceHost.log
    • LDMS 9.6 SP2 and later
      • C:\ProgramData\landesk\log\serviceHost.log

     

    B. PolicySync.exe

     

    1. On the client machine look at the PolicySync.exe.log checking for any error messages. If it was successful you should see something similar to the following. If there are errors, investigate further. Note that HTTP errors will be placed in this log, you can double check the error code and match it to the error code in the IIS logs on the core server if present.

    11/24/2014 22:37:18 INFO  244:1     RollingLog : Run PolicySync.exe -taskid=2080

    11/24/2014 22:37:19 INFO  244:1     RollingLog : Request: Request policies

    11/24/2014 22:37:20 INFO  244:1     RollingLog : Request: GetWebResponse ok

    11/24/2014 22:37:20 INFO  244:1     RollingLog : Request: Has 1 targeted policies

    11/24/2014 22:37:20 INFO  244:1     RollingLog : HandleRunNow: has 1 run now policies

    11/24/2014 22:37:20 INFO  244:1     RollingLog : Exit PolicySync.exe with code 0

      

     

    C. SDClient.exe and Vulscan.exe

     

    1. Once the policies synchronize PolicySync.exe calls on SDClient.exe (Software Distribution) or Vulscan.exe (Patch Management) to execute the task. It is at this point that the core will finally receive its first update to the task status and will no longer show the "Client has initiated asynchronous policy execution" message. You can find the logs for SDClient and Vulscan.exe on the client machine, from there you can verify any errors.

    C:\Program Files (x86)\LANDesk\LDClient\Data\SDClient.log

    C:\Program Files (x86)\LANDesk\LDClient\Data\SDClient_task##.log

    -OR-

    C:\ProgramData\Vulscan\Vulscan.log

    C:\ProgramData\Vulscan\Vulscan.1.log

    C:\ProgramData\Vulscan\Vulscan.2.log

    C:\ProgramData\Vulscan\Vulscan.3.log

      

     

    Unfortunately, there is not a one size fits all response to tasks that get hung with that status. However, it is a fairly safe bet that if multiple machines in the same task got hung up, they got hung up for the same reason. So fixing the issue on one machine may fix it for the rest. However, as always if you have any questions, or get stuck during the troubleshooting process please contact Ivanti Support to assist in finding and resolving the problem.