1 Reply Latest reply on Jun 9, 2020 7:06 AM by Bertrand Imbert

    Problem after upgarde patrol agent from 11.3.02.01 with TSPS

    Bertrand Imbert
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      Hello

       

      We are doing a rollout to upgarde our Windows  patrol agent from 11.3.02.01 to 20.02 .

       

      So I created a packge for that and delpoyed in our patrol agents.

       

      The installation went fine for all the agent except 1.

       

      When I check the install log on local, I have installation successfuly at the end of the log.

       

      But the agent is not anymore reachableg, the patrolagent process is running but not reachable. In the tsps console I still have in Manage Device the agent in red with the old version display. aslo not able to query the agent with pconfig.

       

       

      When I check the err log from the patrol agent after the service statup I have only these lines :

      Thu Jun 04 07:46:58 2020: PatrolAgent (V20.02.00i, Microsoft Windows AMD64, Build_20200210115006 Feb 10 2020)

      PID 1776 started at Thu Jun  4 07:46:58 2020

      Thu Jun 04 07:46:58 2020: EPOCH TIME = 1591249618

      Thu Jun 04 07:46:58 2020: Host   xxxxxxx Microsoft Windows Server 2016 xxxxxxxx 10.0 14393-0 AMD64/6(4MP)

      Thu Jun 04 07:46:58 2020: BUILDENV = Microsoft Windows AMD64

      Thu Jun 04 07:46:58 2020: Build TARGET = Windows_NT-AMD64

      Thu Jun 04 07:46:58 2020: Run Time $TARGET = Windows_NT-AMD64

      Thu Jun 04 07:46:58 2020: ID 10218a: I: Internationalized PatrolAgent, Locale = C (C).

      Thu Jun 04 07:46:58 2020: ID 102192: I: Max. # of open file descriptors = 1024

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: ALLUSERSPROFILE=C:\ProgramData

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: APPDATA=C:\WINDOWS\system32\config\systemprofile\AppData\Roaming

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: BMC_AR_SYSTEM_HOME=D:\Appl\BMC Software\ARSystem

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: BMC_JAVA_HOME=D:\APPL\Java\jre8_64

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: BMC_MIDTIER_INSTALL_HOME=D:\Appl\BMC Software\ARSystem

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: CommonProgramFiles=C:\Program Files\Common Files

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: CommonProgramFiles(x86)=C:\Program Files (x86)\Common Files

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: CommonProgramW6432=C:\Program Files\Common Files

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: COMPUTERNAME=WIN6849-SAPPL

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: COMSPEC=C:\WINDOWS\system32\cmd.exe

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: DEVMGR_SHOW_NONPRESENT_DEVICES=1

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: JAVA_HOME=D:\APPL\Java\jdk8_64

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: JRE_HOME=D:\APPL\Java\jre8_64

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: LOCALAPPDATA=C:\WINDOWS\system32\config\systemprofile\AppData\Local

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: NUMBER_OF_PROCESSORS=4

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: OS=Windows_NT

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PATH=C:\Program Files (x86)\Common Files\Oracle\Java\javapath;C:\ProgramData\Oracle\Java\javapath;C:\WINDOWS\system32;C:\WINDOWS;C:\WINDOWS\System32\Wbem;C:\WINDOWS\System32\WindowsPowerShell\v1.0\;C:\Program Files\rfTools;D:\APPL\BMC Software\Control-M Agent\Default\exe;D:\APPL\Java\jre8_64\bin;D:\APPL\BMCSoftware\Patrol3\bin;D:\APPL\BMCSoftware\Patrol3\bin\patrol_x86

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PATHEXT=.COM;.EXE;.BAT;.CMD;.VBS;.VBE;.JS;.JSE;.WSF;.WSH;.MSC

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PATROL_HOME=D:\APPL\BMCSoftware\Patrol3\

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PATROL_TEMP=D:\APPL\BMCSoftware\Patrol3\tmp

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PROCESSOR_ARCHITECTURE=AMD64

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PROCESSOR_IDENTIFIER=Intel64 Family 6 Model 63 Stepping 0, GenuineIntel

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PROCESSOR_LEVEL=6

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PROCESSOR_REVISION=3f00

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: ProgramData=C:\ProgramData

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: ProgramFiles=C:\Program Files

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: ProgramFiles(x86)=C:\Program Files (x86)

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: ProgramW6432=C:\Program Files

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PSModulePath=C:\Program Files\WindowsPowerShell\Modules;C:\WINDOWS\system32\WindowsPowerShell\v1.0\Modules;C:\Program Files\Microsoft Monitoring Agent\Agent\PowerShell\

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PUBLIC=C:\Users\Public

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: REMEDY_SSO_HOME=D:\APPL\BMC Software\RemedySSO

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_dnsjoindomain=xxxxxxx

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_hwtype=SVW01

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_imageversion=SP0-64

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_joindomain=xxxxxxx

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_machinetype=SRV

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_OSDNextStep=OSD_DONE

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_osdStatus=Beendet_%date%_%time%

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_osedition=Standard

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_RebootGroup=WIN_SYS_RESTART_SO-09-20

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: rf_role=APPL

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: server_core=no

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: SystemDrive=C:

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: SystemRoot=C:\WINDOWS

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: TEMP=C:\WINDOWS\TEMP

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: TMP=C:\WINDOWS\TEMP

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: UATDATA=C:\WINDOWS\CCM\UATData\D9F8C395-CAB8-491d-B8AC-179A1FE1BE77

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: USERDOMAIN=xxxxxx

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: USERNAME=xxxxxxxxxxxxxxxx

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: USERPROFILE=C:\WINDOWS\system32\config\systemprofile

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: windir=C:\WINDOWS

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: TARGET=Windows_NT-AMD64

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PATROL_SKS_DBNAME=default

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PATROL_HEARTBEAT_INTERVAL=4000

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: PATROL_BIN=D:\APPL\BMCSoftware\Patrol3\bin

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: XBMLANGPATH=D:\APPL\BMCSoftware\Patrol3\lib\images/%B.xbm

      Thu Jun 04 07:46:58 2020: ID 1020ff: I: Environment: ML_ROOT=D:\APPL\BMCSoftware\Patrol3\lib\nls

      As per the log we can see that the update was done.

      In the process list I see only Patrolagent.exe, no patrolperf or psx_server.xpc processes.

       

      In the log folder I have only errs files, I don't have any psx_server.log.

       

      What I already tried:

       

      • Run the installation with TSOM package manualy on the server -> always install successfully
      • Repair performance counter on Windows with lodctr cmd
      • Delete completly the patrol log folder

       

      Any idea how I can recover this agent ?

       

      Thanks in advance for your ideas how I can debug it or fix as I'm not able to use pconfig utility..... no connect