9 Replies Latest reply on Jan 29, 2016 1:27 AM by sthon

    Client error while searching for packages

    sthon Apprentice

      Lanrev 6.8.2 on Windows 7 Enterprise, one clients produces this error in the log:

       

      "The following error occurred while checking for software packages to install: An unknown error occurred."

       

      He also does not react to Agent changes, they get deferred. We already reinstalled the agent and checked network connectivity. Any ideas how to further troubleshoot this issue?

        • 1. Re: Client error while searching for packages
          baotran Apprentice

          Hi Stephen,

           

          Is this device NAT'ed? The "Computer is behind NAT" info item would tell you if it is or not. If that's the case then it's normal and commands will not execute until the next heartbeat is received by the server.

           

          Another thing to check would be to see if you can telnet on port 3970 from the server to the problem agent computer. The screen should either blank out or respond with "Escape character is...". If you get "Connection refused" it means that the the server cannot communicate with the agent.

           

          Another thing to check is if the "Absolute Manage Agent" service is still running. It's very rare but there might be some conflict or condition that causes the agent service to stop after launch. If this is the case I'd recommend installing a newer agent, which means you will have to upgrade your installation of Absolute Manage/LANrev.

           

          Bao

          • 2. Re: Client error while searching for packages
            sthon Apprentice

            Hi Bao,

             

            The device is not NATed. It’s right in the same network as the admin-console. We’ll try and see the telnet thing f it failes another time. We are in the process of reimaging the whole pc because nothing worked (with LanRev that is) and we wanted to eliminate the installation as source.

             

            The service was running on the machine, but what we noticed was, that the service couldn’t be stopped manually. Also the installation could not be removed without setting the service to manual or deactivated, reboot and then removing the installation.

             

            Somehow the service was untouchable. Funny thing is, we could access it an view log files. So the server should’ve had access to the system.

             

            I’ll see how it goes with the new installation of windows.

             

            [Edited as I did not know that my e-mail reply would show up in the forums]

            • 3. Re: Client error while searching for packages
              sthon Apprentice

              Hi Bao,

               

              unfortunately I cannot Telnet from the server to the client as the server is "as a service" and i cannot connect remotely to it. Only by admin console.

               

              We have now reinstalled windows and still face the same issue - although i can start and stop the service now correctly.

               

              The frustrating thing is, i can do every other thing with the agent. I can reinstall it remotely, i can send messages through lanrev, but it just will not Check for packages.

               

              Here is the logfile section of a startup just now:

               

              2016-01-28 10:55:29.344 [2072:478] <5> - Enforcing permissions & ownership of certificates folder at C:\ProgramData\Pole Position Software\LANrev Agent\Certificates...

               

              2016-01-28 10:55:29.375 [2072:478] <5> - Absolute Manage Agent 6.8.2 (v4321) on Windows 7 (Enterprise) [64-bit] 6.1 started. Agent serial: FA73FA8B-5A1E-41D0-9677-8956EB519453; Timezone: GMT+01:00

               

              2016-01-28 10:55:29.391 [2072:478] <5> - Version Info: 6.8.2 (v4321), Copyright 2009-2015 Absolute Software Corporation. All rights reserved.

               

              2016-01-28 10:55:29.999 [2072:478] <5> - Absolute Manage Agent 6.8.2 (v4321) on Windows 7 (Enterprise) [64-bit] 6.1 with 10.49.100.29 is listening on port 3970...

               

              2016-01-28 10:55:31.528 [2072:d40] <2> - The following error occurred while checking for software packages to install: An unknown error occurred.

               

              2016-01-28 10:59:02.124 [2072:d40] <2> - The following error occurred while checking for software packages to install: An unknown error occurred.

               

              2016-01-28 11:01:35.905 [2072:d40] <2> - The following error occurred while checking for software packages to install: An unknown error occurred.

               

              2016-01-28 11:02:32.377 [2072:d40] <2> - The following error occurred while checking for software packages to install: An unknown error occurred.

               

              2016-01-28 11:11:52.747 [2072:d40] <2> - The following error occurred while checking for software packages to install: An unknown error occurred.

              • 4. Re: Client error while searching for packages
                patgmac1 Expert

                Try putting it in debug mode. Use the agent tech tool from Power Tools.

                • 5. Re: Client error while searching for packages
                  sthon Apprentice

                  I tried that, there was a lot more info, but the lines concerning the Package check where always the same.

                  At the moment my colleague is reimaging the system from another image. If it persists, i will post a more complete log.

                  • 6. Re: Client error while searching for packages
                    patgmac1 Expert

                    Any chance firewall or AV is getting in the way?

                    • 7. Re: Client error while searching for packages
                      sthon Apprentice

                      AV is not installed on the system at this point (other maybe than an outdated windows defender) and I tried it already with or without windows Firewall.

                       

                      On of my colleagues suggested that it might be a duplicate assigned IP-Address, so I'll check for that as well.

                      I'll also manually update all drivers and firmwares (by manually I mean run the Dell Tools to update the whole system). Just to rule that out.

                      • 8. Re: Client error while searching for packages
                        dherder Specialist

                        Hi Stefan,

                        You will get that error message if the SDServerUniqueID does not match the certificate installed on the endpoint. Instead of re-imaging, I would first try a reinstall of the agent with an known good certificate defined for the SD server.

                         

                        regards,

                        dave

                        • 9. Re: Client error while searching for packages
                          sthon Apprentice

                          Hi Dave,

                           

                          Ok - I will try that. I'll create a new Agent Setup Package directly from our Server and install it on the client.