8 Replies Latest reply on Jun 26, 2020 5:17 AM by Fabien Carmagnolle

    Patch inventory is not generated

    Tim Buchholz
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      Dear community,

      since a few weeks I've got a problem with new installed Windows 10 Pro 1909 clients.

      The patch inventory is not generated after the installation of the BMC Agent. Even after a long wait, nothing happens.

      I also tried to regenerate the patch inventory using an operating rule and the "Audit Now" button - without effect.

      I find the following message in the log:

       

      2020/01/28 14:06:46 PatchManagementPremium      I   [3892] Module Register starting

      2020/01/28 14:06:46 PatchManagementPremium      I   [3892] Module Register done

      2020/01/28 14:06:49 PatchManagementPremium           I   [3892] Module Initialise starting

      2020/01/28 14:06:49 PatchManagementPremium           I   [3892] Identified database syntax (Sqlite3)

      2020/01/28 14:06:49 PatchManagementPremium           I   [3892] Module Initialise done

      2020/01/28 14:06:50 PatchManagementPremium           I   [3892] Module Activate starting

      2020/01/28 14:06:50 PatchManagementPremium           I   [3892] Reboot has been performed.

      2020/01/28 14:06:50 PatchManagementPremium           I   [4704] Download thread did emerge (1/3)

      2020/01/28 14:06:50 PatchManagementPremium           I   [3892] Module Activate done

      2020/01/28 14:06:50 PatchManagementPremium           I   [4704] Download thread did emerge (2/3)

      2020/01/28 14:06:50 PatchManagementPremium           I   [4704] Download thread did emerge (3/3)

      2020/01/28 14:06:55 PatchManagementPremium           I   [6996] Cleanup is being executed...

      2020/01/28 14:06:55 PatchManagementPremium           I   [6996] Clean up for patch groups folders

      2020/01/28 14:06:55 PatchManagementPremium           I   [6996] Check for Patch Group *** clean up

      2020/01/28 14:06:55 PatchManagementPremium           I   [6996] Clean up for patch jobs folders

      2020/01/28 14:06:55 PatchManagementPremium           I   [6996] Check for Patch Job *** clean up

      2020/01/28 14:06:55 PatchManagementPremium           W   [6996] Cannot scan without update

       

      Which update is meant here? Does anyone have an idea? Thanks for helping.

       

      Tim

        • 1. Re: Patch inventory is not generated
          Steve Gibbs

          Tim Buchholz,

           

          I am just guessing here but it looks like this end point is not getting the KB.  Can you confirm by looking at the general page of the device and look for the item called Patch KB Version?  If no value, then there is a problem between your patch manager and relay being able to download to your end point.  Typically this is a seamless process when a new agent is installed and every time a KB is updated.

           

           

          You may need support to review the various device logs to trouble shoot issue.  If this was working and then a couple of weeks ago things stopped working then I would say, "something has changed".  It could be a corrupt file store on a Relay (caused by Antivirus) or a new Whitelist application in your enterprise, etc.

          • 2. Re: Patch inventory is not generated
            Tim Buchholz

            Hi Steve,

             

            you're right. The client is not getting the KB.

             

            Operation rules and other functions work without problems. There are  no firewall rules between Client and Server.   

            The folders of the BMC installation are in the exceptions list of the av software.

             

            Is there a way to regenerate the file store on the relay / master?

            • 3. Re: Patch inventory is not generated
              Steve Gibbs

              I am not sure how extensive the situation is in your environment.  You can run a query to look for ALL devices where KB version is not equal to 2.0.2.9422.  If this is limited to just devices assigned to a particular parent/relay or subnet or what??  There has to be a root cause for this to now not be working.  I would still recommend that you put a ticket in with your L1 support provider so you get root cause resolved.

               

              Here is the query criteria to use PLUS add Topology Type = Client (this will remove all Discovered items) or go to a Device Group where all your Windows devices with an agent is installed and sort on the KB column to sort to see those devices not current.

               

              • 4. Re: Patch inventory is not generated
                Dominik Kress

                Hi Tim,

                 

                SELECT DeviceName FROM Devices WHERE DeviceID IN (SELECT DeviceID FROM Devices WHERE patchconfigfileversion not in (select max(patchconfigfileversion) from devices where len(patchconfigfileversion) in (select max(len(patchconfigfileversion)) from devices))) and Devices.AgentBuildNumber <> '' and devices.topologytype <> '_DB_DEVTYPE_RETIRED_'

                 

                 

                Add the following query as free query in your BCM environment. Don't forget to let BCM verify the SQL statement (button next to the save sql button). It will always display  all devices which do not have the same patch kb version as your patch manager.

                 

                Please read this article. In 9 out of 10 situations where an agent is not able to update the patch kb or generate a new inventory the reason is outdated certificates.

                 

                Also check if the patch kb is available at the parent relay of the device which has the issue with downloading the patch kb. Status to be requested means that the device is waiting for its parent device.

                • 5. Re: Patch inventory is not generated
                  Tim Buchholz

                  Hi Dominik,

                   

                  thanks for your response. The result of the query says that pretty much every client has a different version of the KB than the Patch Manager.

                  The patch Manager is up to date:

                   

                   

                  None of the errors from the article mentioned can be found in the logs. I am at a loss, or too stupid :-)

                  • 6. Re: Patch inventory is not generated
                    Tim Buchholz

                    I just checked the certificates again with my colleague. Everything seems to be OK there. Also have no certificate errors in the log.

                    I have installed the agent on a new client and received these messages in the log:

                     

                    2020/01/31 10:59:36 PatchManagementPremium           I   [1940]  No diff will be sent for inventory purge

                    2020/01/31 10:59:36 PatchManagementPremium           I   [1940]  Patch inventory will be sent

                    2020/01/31 10:59:37 PatchManagementPremium           I   [1940]  Running software update (remote)

                    2020/01/31 10:59:37 PatchManagementPremium           I   [2120]  An update is being executed. Postponing scan...

                    2020/01/31 11:00:37 PatchManagementPremium           W   [1940]  Cannot scan without update

                     

                    • 7. Re: Patch inventory is not generated
                      Irfan bhati

                      Hi Tim Buchholz,

                       

                      Greetings!

                      Did you get the resolution? if yes, Could you please share with us?

                      • 8. Re: Patch inventory is not generated
                        Fabien Carmagnolle

                        Hi,

                         

                        PatchDownstream file is stuck in ToBeRequested status, this is the cause for this issue.

                        There must be a corrupted file somewhere, open an incident to BMC Support, they will identify the blocking point and resolve your issue.

                         

                        Regards