How to troubleshoot a Software Distribution Task - Client Side

Version 10

    Verified Product Versions

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

    Purpose

     

    This article covers how to troubleshoot software distribution from the client side.

     

    Logs

     

    These logs will be used in diagnosing the issue:

    • %ldms_local_dir%\..\..\shared files\proxyhost.log
    • %ldms_local_dir%\sdclient.log
    • %ldms_local_dir%\sdclient_task##.log
    • %programdata%\landesk\log\policysync.exe.log
    • %programdata%\landesk\log\policysync.log

     

    Get the Task ID

     

    Each scheduled task gets a unique Task ID value. We will use this value to track the task, and identify where the actions got to.

    • Right-click the Scheduled task and choose Info
    • Locate the number in the ID field

    Example: Task ID 3601

     

    taskid.png

    Did the Policy xml download to client?

    Check the Policies directory on the client to see if the policy xml for the task was downloaded. The xml will be named CP.{TaskID}.....xml.

    Example: C:\ProgramData\LANDesk\Policies\CP.3601.RunNow._zJo9YNYzZGuoUqvHKI955qjYuB0=.xml

     

    Yes

    Go to: Did sdclient run the task?

     

    No

    Go to: How To Troubleshoot Policy Sync

     

    Did sdclient run the task?

    When Policysync executes an /enforce, it will run any unprocessed policies. The C:\Program Files (x86)\LANDesk\LDClient\Data\sdclient.log will indicate if it processes the task specific policy and a sdclient_task##.log file will get created.

     

    Example:

    RunAppMain: command Line : /policyfile="C:\ProgramData\LANDesk\Policies\CP.3601.RunNow._zJo9YNYzZGuoUqvHKI955qjYuB0=.xml"

     

    Yes

    Go to: Did sdclient_task## run the primary file?

     

    No

    Review C:\Program Files (x86)\LANDesk\LDClient\Data\sdclient.log for errors.

     

     

    Did sdclient_task## run the primary file?

    When sdclient processes a task specific policy, it will generate an sdclient_task log which contains the task ID:

    Example: C:\Program Files (x86)\LANDesk\LDClient\Data\sdclient_task3601.log

     

    When processing the policy, sdclient will call and execute the primary file in the distribution package with whatever switches are listed in the package.

    Example:

    Execute Msiexec.exe with command Line: "Msiexec.exe"  /quiet /norestart /i "C:\Program Files (x86)\LANDesk\LDClient\sdmcache\ldlogon\swd_packages\7zip\7z920.msi" REBOOT=ReallySuppress

     

    Yes

    Go to: Did sdclient_task## receive an exit code?

    No

    Review the sdclient_task##.log for errors.

     

    Example: Primary file fails to download

    Thu, 20 Aug 2015 07:43:24 DoDownloadFromSourceSteps: DOWNLOAD_ERROR_GENERAL_FAILURE

    Thu, 20 Aug 2015 07:43:24 Download Error: err=1, path=\\96-core3\ldlogon\swd_packages\7zip\7z920.msi

    Thu, 20 Aug 2015 07:43:25 processing of package is complete, result -1918107543 (0x8dac0069 - code 105)

     

     

    Did sdclient_task## receive an exit code?

    When a package finishes running, it will give a return/exit code to sdclient which will be logged in the sdclient_task##.log.


    Example:

    processing of package is complete, result 229392420 (0x0dac4024 - code 16420)

     

    Yes

    If an exit code was returned, this indicates that the package finished or terminated. Searching the exit code in the Ivanti community, or online can provide more information regarding the error.

    Common Exit Codes:

    • 0 - Success
    • 3010 - Reboot Required

    Other exit codes may have different meanings depending on the vendor of the application.

    MSI packages use standardized exit codes which are listed here

    .

    No

    If the primary file was listed as being executed, but no exit code has been returned, this typically means that the file is still 'running'.

    • Open windows task manager, and view the list of running processes
    • Right click the column headers and choose 'Select Columns'

     

    select columns.png

     

    • Check the box for Command Line and press Ok

    command line box.png

     

    • Look for the primary file as a running process
    • Check under the Command Line column and see if it contains any switches

    cli.png

     

    By default LDMS will install software hidden from view. This means that most applications require a silent/unattended switch to install without asking for any user interaction. If the software is called without switches, it will launch, and the software believes it is waiting for user interaction, however the windows are hidden which puts the software in a 'frozen' state of waiting.

     

    To correct this:

    • Terminate the stalled process on the client
    • Provide necessary silent switches in the package on the Ivanti EPM Core
      • Switches can vary between software vendors. Consult programs whitepapers for info on silent installation. (typically you can search online for "{program name} silent install")

    Note: MSI's are the exception to the switch rule.

    MSI's are standardized and use the same switches for installing. As such, Ivanti EPM automatically provides necessary switches for MSI packages.

     

     

    Did the task return a status?

     

    Mon, 17 Aug 2015 10:05:54 Sending task status, cmd line -coreandip=96-CORE3.evdomain.local -taskid=3603 -retcode=229392442 "-ldap=CN=Nevans,CN=Users,DC=evdomain,DC=local" -pkgid=1089

     

     

    Exec: Launch request <"C:\Program Files (x86)\LANDesk\LDClient\PolicySync.exe" -taskid=3601> (sync 0, timeout 2147483647)