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SamuelBaughan asked a question.

April 3, 2019 at 7:00 AM
Update pushes through SMACC working intermittently

Dear specialists,

I am having trouble regularly when pushing updates (agent or files) through the Inventory SMACC.

Often, the push never starts and I have to recreate it, several times in a row in some cases, before it eventually starts.

Has anyone faced this issue before?

This is annoying considering that I have to re-create those pushes every few weeks because the target collections do not update dynamically according to Gert/Martin

P.S.: I have asked Snow Support over a week ago but got no answer yet (CS0037401)

  • 23 answers
  • 71 views

  • DavidH

    We found a solution to this long running problem! At first our update pushes were intermittent, eventually they stopped working completely. We were unable to push any updates from our inventory console, which became a big problem and was seriously holding us back.

     

    But we have identified the problem. The stored procedure stored [inv].[AttachTargets] in the Snow Inventory database performs very badly. In our environment it takes several minutes to work and therefore times out. That prevents the push from targeting the computers.

     

    Snow have created a problem record for this, but there's no release date for a fix yet. But we have pointed out the exact bit of SQL code that needs optimization, and it is not very difficult to change.

     

    I thought I'd post an update in case anybody else has a similar problem. Larger organisations may well have this same issue. Hope that helps!

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  • Community Manager (Flexera Software)

    Hi Samuel and Gert-Jan Thank you both for your comments.  We are committed to finding the right solution to this issue and appreciate the time you dedicate working with us to achieve this. I have raised the profile of CS0037401 and will work on this case with a view to finding the solution to help you both. Thanks again for your feedback and Samuel my colleague will be in contact shortly. Many thanks Jude Rothwell Customer Support Manager EMEA Snow Software
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    • SamuelBaughan

      That was very quick! I was contacted this morning already. Because the error is difficult to reproduce, we could not sort it out today but if anyone faces that isse, what you can do is to set the log level to verbose on a client not receiving (pulling) the update. The error will likely be logged on the client side rather than the server side. Also, before that, check that the polling is set to reasonable values, obviously (defauld are interval=1200, variance=300) I will update this ticket and post as soon as I get some news. Thanks again
      Expand Post

  • Community Manager (Flexera Software)

    I have a question with regards to the filter that you are applying to the SMACC Agent Updates job: Is the filter applied to the job using a cloned View from an existing View? One thing that can cause sometimes cause problems with the functionality of SMACC Agent Updates is when you apply a filter of a cloned of View. If you are using a cloned view for the filter target, please try creating a new view to apply to the filter to a Agent Update job. You can also try changing the method of filtering to something other than a view.
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    • Gert-Jan Kosterman

      We indeed had this issue with using a cloned view. But sometimes that's what you want. So the workaround is Ok but it should also work on cloned views. Sometimes a colleague created a view you later want to use for an agent update and then you have no clue if it's a cloned view or not?

    • SamuelBaughan

      Thanks Sean, I agree with Gert, I too use views I cloned. If this is a known issue, will a fix be made available?

  • Portal User

    Agent update target devices based on assignedId, not by device name.   When we create Agent Update task, it will query and filter from device data and get the device's assignedId. The filter is  based on the criteria that had been set.   If you faced with issues like when there is no response from the agent, you could start with this basic verification. Does the list of assignedId  in your 'Agent Update Summary' is the same as assignedId  currently in your 'All Device List'. In my case, since some of my device keep on being updated/created with new clientId and assignedId. So Agent Update will normally target previous inventoried devices and ignore the newly inventoried device.
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    • SamuelBaughan

      Hi Shahrin, This is a good advice thanks. I'm not sure exactly where you can see the "list of  assignedId  in your ' Agent Update Summary ' ". DO you have a screenshot? Also, I was originally talking of updates pushed to over 25,000 computers so although some might be in the situation you mention, the probabilities are high that the push should have worked on a high number of computers
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      • Portal User

        Hi Samuel, I have not worked with that kind of huge environment. I only work with around 8,000 devices at a time. Normally for intermittent issues, i would focus on server or db performance.  Those two factors might contribute to the stability issue in high volume environment. I've been using default configuration for agent interval & variance. 1) AssignedId verification. Below is the screenshots Agent Update Summary All devices list 2) Creating Agent Update Failed I'm not really clear on what did you mean when you mentioned that 'push did not start'. In order to verify if the job task is successfully created, you may check your 'System Events'. Sometime, 'Filter job update' failed. End up 0 devices added to the update job. In this case, i actually have intermittent issues with my database 3) Other possibilities Some other small issues that I've faced with agent updates. a) Server time is not up to date. - I set the update to previous dates. e.g. 1/1/1900. So it will start update immediately after the agent response. b) Wrong criteria set in Agent Update task. - I've set to the wrong site or agent type, resulting for 0 device added to Agent Update task. It may looks like the Agent Update did not run. c) High volume of agent connecting to Inventory Server. - I would restart inventory server services before doing an update. To allow more headroom for the agent to report back. d) Inventory Server not responding. - It happen previously to my environment, due to high volume and big sized snowpack being inventoried. Inventory Server actually hang and did not accept new agent connection. Thus no response for updates. The issue only solved after i cleaned up the devices data and update the agent config to prevent it to send big snowpacks. Hope this will give you some ideas.
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        • SamuelBaughan

          Thanks a lot for sharing that detailed description! That will be very helpful at th etime of troubleshooting updates, and probably not just for me! Great job
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Update pushes through SMACC working intermittently