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.
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?
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 22.214.171.12422. 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.
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 In 9 out of 10 situations where an agent is not able to update the patch kb or generate a new inventory the reason is outdated certificates.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.
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  No diff will be sent for inventory purge
2020/01/31 10:59:36 PatchManagementPremium I  Patch inventory will be sent
2020/01/31 10:59:37 PatchManagementPremium I  Running software update (remote)
2020/01/31 10:59:37 PatchManagementPremium I  An update is being executed. Postponing scan...
2020/01/31 11:00:37 PatchManagementPremium W  Cannot scan without update
Hi Tim Buchholz,
Did you get the resolution? if yes, Could you please share with us?
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.