8.0 Troubleshooting System Updates

The following sections provide solutions to the problems you might encounter while performing a system update:

System update fails on a Windows 7 agent

Explanation: When system update fails on a Windows 7 agent, repair or uninstall actions cannot be performed.

Following is one of the examples of the error log message in the system-update.log file:

"[ZENUpdater] [] [SYSTEM] [SystemUpdate] [MSI_INSTALL_ERROR] [ERROR] [${content.0},1612] [] [] [ZENworks]"

Where 1612 is the MSI package is missing from the windows MSI cache.

Action: Perform the following:

  1. Identify the package or product code for which the error is displayed.

    For example, the above mentioned error 1612 is the error code for "Uninstalling {A408EF7C-6671-43EC-851A-385F1D87E847}"

  2. Run "wmic product get /format:csv > Software_%Computername%.csv"

    Open the file and search for the package or product code. The code should point to the path in the Windows, where the MSI copy should be present.

    NOTE:The actual MSI and cached MSI will have different names.

    The generic path of the file is %windir%/installer/{random_name}.msi

  3. Retrieve the corresponding package from the server. The WMI command provides the actual package name. Copy the package to the agent in the cached path, and rename the file same as the name mentioned in the WMI command, which was retrieved in Step 2.

  4. Reassign the update to the device.

Deleting the superseded files

Source: ZENworks 11.2 or later
Explanation: When you install a newer version of ZENworks, the older version file or package will be retained in the following location:

  • Windows: %ZENWORKS_HOME%\install\downloads

  • Linux: /opt/novell/zenworks/install/downloads

The retained file or package names will have superseded as a suffix.

For example, novell-zenworks-primary-agent-langs-client-11.2.1.6268.msi.superceded

These superseded files allow you to enable the older version components that are disabled after updating. These files might not be deleted even after deleting the system update from the zone. The superseded files are deleted automatically when the update is base-lined.

Action: To delete the superseded files manually, consider the following scenarios:

  • If all agents are upgraded to a newer version.

  • If the Managed Zone does not have agents in that specific version of the update.

  • If the standalone install feature is not used.

  • If you are absolutely certain that components from the older version agent are not needed.

For more information, see to the TID 7012095

System update fails on a Windows 10 device

Source: ZENworks 2017, System Update
Explanation: During the system update of a Windows 10 device, the update to ZENworks 2017 Update 1 fails, which is indicated in the ZCC > Configuration > System Updates page.
Possible Cause: The pre-requisite checker fails the update, because at least one of the failure actions in the ZES Service is set to “restart the computer.”
Action: Click the Status link in the Deploying System Updates panel on the System Updates page, and follow the instructions* to restart the System Update:

*This update cannot continue as at least one of first two service recovery failure modes for ZES service is set to restart the computer. Please disable client self defense, reboot the device, and restart the ZENworks Update.

The Preparing stage of system update fails on a SLES Primary Server

Source: ZENworks 2017 Update 1
Explanation: While upgrading a SLES Primary Server to ZENworks 2017 Update 1, the Preparing stage of the system update fails.
Action: Run the permission.sh script as a root user. The system update preparation will start automatically (within 20 min).

Wait till the system update preparation is complete, and then proceed with the update process.

NOTE:The permission.sh script is available in the /opt/novell/zenworks/bin folder.

After deploying the PRU, the Device status indicates that the Update has completed even for devices that are switched off, or deleted from the zone.

Source: ZENworks, Asset Management
Explanation: When you deploy the PRU (Product Recognition Update) and then check the update status, the Update Completed status is displayed even for devices that are switched off or deleted from the zone.
Action: To view the PRU status of devices:

  1. Click Bundles in ZENworks Control Center.

  2. The Bundles page is displayed, append &uid=/system to the URL of the Bundles page, system bundles are displayed.

    Example: https://ipaddress/zenworks/jsp/index.jsp?pageid=bundleList&uid=/system

  3. In the Bundles page, click the System Bundles link.

  4. In the System Bundles page, click the required Knowledge Base file.

  5. In the Bundle Status panel of the Knowledge Base page, click the here link to view the PRU system update status.

    The PRU is passed to the managed device through a bundle. The Bundle Status panel displays the device and user count against the related deployment status.

Configure Update and Launch Probe pages appear blank in the Microsoft Edge browser

Source: ZENworks 2017, System Update
Explanation: When you access ZCC by using an IP address in the Microsoft Edge browser the Configure Update and Launch Probe pages appear blank.
Action:

  1. Add the IP address of ZCC to the Trusted Sites list:

    1. Open the Control Panel, click Network and Internet, and then Internet Options.

    2. In the Internet Properties window, click Security.

    3. Click Trusted Sites, and then click Sites.

    4. In the Trusted sites window, enter the IP address, and then click Add.

  2. Restart the browser.

System update fails on the device

Source: ZENworks, System Update
Possible Cause: Some antiviruses may interfere with the ZENworks Endpoint Security Management installer, resulting in a system update failure of the ZENworks Agent.
Action: Refer to your antivirus documentation and make the required configuration changes to allow exclusions, prior to deploying the system update.

For more information, see TID 7007545

System update hangs

Source: ZENworks, System Update
Explanation: While importing the system update into the Zone, if the database restarts, the download progress gets stuck.
Possible Cause: During the download process, the ZENworks Loader module downloads the update and updates the database with information related to the download progress. ZENworks Control Center reads this information from the database and displays the download progress. If the database restarts in between, the communication between the ZENworks Control Center Service, the Loader module, and the database is interrupted. If the download is still in progress when the database restarts, the download status gets stuck.
Action: Cancel the download which is in progress and re-initiate it again.

OR

Delete the update and download it again.

System update of a Windows device fails because the ZENUpdater.exe executable crashes

Source: ZENworks, System Update
Explanation: During the system update of a Windows device, the ZENUpdater.exe executable crashes, and the system update fails.
Possible Cause: The ZENUpdater crashes because the .NET 4.0 framework has not been installed successfully.
Action: Verify that the .NET 4.0 framework is properly installed on the device. Re-install the .NET 4.0 framework if necessary. Restart ZENUpdater.

An administrator with System Update Deploy right and device level View Leaf right is unable to create the first stage

Source: ZENworks, System Update
Explanation: In ZENworks Control Center, the administrator with System Update Deploy right and device level View Leaf right on the entire zone is unable to create the first stage.
Action: The administrator with System Update Deploy right and device level View Leaf right on the entire zone should create a stage only after the super administrator has created the first stage.

Two ZENworks icons are displayed after System update is completed on a Mac Agent

Source: ZENworks, System Update
Explanation: After System update is completed, two ZENworks icons are displayed on a Mac agent.
Action: You must re-login or restart the device.

Unable to get updates when you perform the Check For Updates action

Source: ZENworks, System Update
Explanation: In ZENworks Control Center when you perform the Check For Updates action, there might be a failure.
Possible Cause: The Novell Customer Center (NCC) server displays a warning that the system update entitlement has expired even when that is not the case.
Action: Initiate the Check for Updates process in the background.

  • Click OK in the Retry Check for Updates dialog when you are prompted to initiate the Check For Updates process in the background. For more information, see the Section 2.2.2, Manually Checking for Updates.

    The check for updates process, which is initiated in the background, uses the values configured for the following fields in the SUEntitlementConf.properties file:

    • retryCount-CheckForUpdates

    • sleepInterval-CheckForUpdates

http-nio CLOSE_WAIT clear connection default value is set to 1 hour

Source: ZENworks, System Update
Possible Cause: On a 11 SP4 ZENworks Server, the agent ZeUS service opens a single http-nio connection with port 80. This connection will continue to be in CLOSE_WAIT state on the server even after agent ZeUS service is stopped.
Explanation: This behavior is normal as the default close time for this connection is set to a maximum of one hour. The default value of the ZeUS configurable parameter, notifier-socket-timeout, is set to 3600000. The parameter is available in the \ZeUS\Conf\zeus.conf configuration file and the default value of the parameter can be configured between 5 minutes and 1 hour.
Action: On the servers, you will see many such connections opened from multiple devices in the zone. You can ignore these CLOSE_WAIT connections as they will be cleaned up in an hour. The maximum number of connections that can be opened to this http-nio port is 20000.

Permission prompt not getting displayed on Embedded win 7 device

Source: ZENworks, System Update
Possible Cause: This is the default behavior of Windows 7 embedded device.
Explanation: The default behavior of Windows 7 embedded device could not be changed from ZENworks as MessageBox API provided by user32.dll is used.
Action: In the Windows registry, set the value of the Enabling Default Reply registry key to 0. This will disable the auto reply on prompts. The folder path of the registry key is HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\. For more information, refer to the MSDN solution.

ZeUS service does not working properly when a Satellite Server is demoted and then the device is updated without a reboot

Source: ZENworks, System Update
Explanation: When you demote a Satellite Server and then update the device without performing a reboot, the ZeUS service will not work properly because the rt.jar file is missing.
Action: Run the msiexec -i <filePath> TARGETDIR="<default agent installation path>" REBOOT=ReallySuppress ALLUSERS=1 /lvx*+ <log_file_path> " /qn command to generate the rt.jar file again.

In this command:

  • <filePath> is the location of the novell-zenworks-jre msi file.

  • <default agent installation path> is the location where the agent is installed.

  • <log_file_path> is the location where you want to create the log file.

Example: msiexec -i "C:\Program Files (x86)\Novell\ZENworks\cache\zmd\ZenCache\fb739230-e0de-4460-a2d2-cc1dfe1b4613\novell-zenworks-jre-1.7.0_80.x86_64.msi" TARGETDIR="C:\Program Files (x86)" REBOOT=ReallySuppress ALLUSERS=1 /lvx*+ "C:\Program Files (x86)\Novell\ZENworks\logs\system-update\5011040000fc50000000002015061004\novell-zenworks-jre-1.7.0_80.x86_64.msi.log" /qn

The ZENworks services are not restarted on SLES servers after the system update is completed

Source: ZENworks, System Update
Explanation: On SLES servers, after performing a system update the ZENworks services are not restarted automatically. Even if you manually restart the services, they stop after a couple of minutes.
Action: Restart ZeUS.

System update fails due to the lack of sufficient disk space

Source: ZENworks, System Update
Explanation: The previous zone update or upgrade has created.superceded files to ensure compatibility with older versions of the ZENworks Agent. However, these files are not required in the following scenarios:

  • The zone is baslined.

  • There are no installations of older versions of the ZENworks Agent in the zone.

The system update might fail if the disk is completely utilized by the.superceded files that are available in the following location:

  • On Window: %ZENWORKS_HOME%\install\downloads

  • On Linux: /opt/novell/zenworks/install/downloads

Action: Baseline the zone, or delete the superceded files or refer to TID 7012095 in Micro Focus knowledgebase to delete the superceded files.