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Missing files in ZCM agent cache

This document (7011416) is provided subject to the disclaimer at the end of this document.

Environment

Novell ZENworks Configuration Management 11.2.1
Novell ZENworks Configuration Management 11.2.1 Monthly Update 1
Novell ZENworks Configuration Management 11.2.1 Monthly Update 2
Novell ZENworks Configuration Management 11.2.2
Novell ZENworks Configuration Management 11.2.2 Monthly Update 1
Novell ZENworks Configuration Management 11.2.2 Monthly Update 2

Situation

After upgrading, windows devices with ZCM agent installed cannot be managed any more.

ZCM agent loses registration information containing the server list to connect to the zone.

The ZCM agent cache file containing the device registration information is missing.

Error message like this in zmd-messages.log:
"...
 [DEBUG] [11/20/2012 07:16:04.586] [1568] [ZenworksWindowsService] [6] [] [ZenCache] [] [(Thread 6) EnumerateObjects(where owner = '(Public)'and key like 'SERVICE_%') called] [] []
...
 [DEBUG] [11/20/2012 07:16:04.617] [1568] [ZenworksWindowsService] [6] [] [ZenCache] [] [FileNotFoundException: C:\Program Files\Novell\ZENworks\cache\zmd\ZenCache\210d7d76-7ce2-423e-971a-865147d61e94] [] []
..."

Other symptoms may include (but are not limited to) zac commands never finishing, Internet Explorer settings not applying

Resolution

This is fixed in version 11.2.3 - see TID 7011295 "ZENworks Configuration Management 11.2.3a - update information and list of fixes" which can be found at http://www.novell.com/support/search.do?usemicrosite=true&searchString=7011295

For ZCM 11.2.2 Monthly Update 2: Workaround: if it is not possible to upgrade to ZCM 11.2.3a at this time, in the interim, Novell has made a Patch available for testing, in the form of a Field Test File (FTF): it can be obtained at  http://download.novell.com/Download?buildid=KmTiCDpDkkQ~ as "ZCM 11.2.2 MU2 fix for Missing files in ZCM agent cache - see TID 7011416 and TID 7011381. ". This patch is recommended for all ZCM 11.2.2 MU2 devices

For ZCM 11.2.2 Monthly Update 1: Workaround: if it is not possible to upgrade to ZCM 11.2.3a at this time, in the interim, Novell has made a Patch available for testing, in the form of a Field Test File (FTF): it can be obtained at  http://download.novell.com/Download?buildid=nar32KarsbU~ as "ZCM 11.2.2 MU1 fix for Missing files in ZCM agent cache - see TID 7011416 and TID 7011381. ". This patch is recommended for all ZCM 11.2.2 MU1 devices

For ZCM 11.2.2: Workaround: if it is not possible to upgrade to ZCM 11.2.3a at this time, in the interim, Novell has made a Patch available for testing, in the form of a Field Test File (FTF): it can be obtained at http://download.novell.com/Download?buildid=NdHwdRECFnU~ as "ZCM 11.2.2 fix for Missing files in ZCM agent cache - see TID 7011416 and TID 7011381. This is an updated release". This patch is recommended for all ZCM 11.2.2 devices



Important
: The fixes below are designed to stop cache corruption happening. However, if the cache has already become corrupted, it will be necessary to clear the cache on the affected machines after applying the fix.

For ZCM 11.2.1 Monthly Update 2
: A fix for this issue is intended to be included in a future update to the product: however, in the interim, Novell has made a Patch available for testing, in the form of a Field Test File (FTF): it can be obtained at http://download.novell.com/Download?buildid=OxaltCfzbHU~ as "ZCM 11.2.1 MU2 fix for Missing files in ZCM agent cache - see TID 7011416".

For ZCM 11.2.1 Monthly Update 1: A fix for this issue is intended to be included in a future update to the product: however, in the interim, Novell has made a Patch available for testing, in the form of a Field Test File (FTF): it can be obtained at http://download.novell.com/Download?buildid=L4_UzRfFFeM~ as "ZCM 11.2.1 MU1 fix for Missing files in ZCM agent cache - see TID 7011416".

For ZCM 11.2.1: A fix for this issue is intended to be included in a future update to the product: however, in the interim, Novell has made a Patch available for testing, in the form of a Field Test File (FTF): it can be obtained at http://download.novell.com/Download?buildid=-0qeZO2zo8s~ as "ZCM 11.2.1 fix for Missing files in ZCM agent cache - see TID 7011416".

For ZCM 11.2.0: A fix for this issue is intended to be included in a future update to the product: however, in the interim, Novell has made a Patch available for testing, in the form of a Field Test File (FTF): it can be obtained at http://download.novell.com/Download?buildid=SQH0Gu5KGSc~ as "ZCM 11.2 fix for Missing files in ZCM agent cache - see TID 7011416".

Cause

This missing file issue has been seen "out of the blue" when ZCM agent SqliteCache feature is enabled.

But also the agent cache cleanup function can by mistake remove these files from the agent cache folder. Normally files should only get deleted from agent cache when they are actually no longer referenced by the ZCM agent cache databases.


Additional Information

The agent cache maintenance process can find this specific file to be not referenced in the agent cache database and remove it, while it is still required:
"...
 [DEBUG] [11/19/2012 06:02:13.488] [1560] [ZenworksWindowsService] [67] [] [ZenCache] [] [Deleting the fragment file C:\Program Files\Novell\ZENworks\cache\zmd\ZenCache\210d7d76-7ce2-423e-971a-865147d61e94] [] [] 
..."

or it can get lost for a not determined reason when the ZCM Agent SqliteCache feature is enabled.

After next agent service startup, the ZCM agent tries to read device registration information which is still referenced from the agent cache ObjectInfo database but the related file does not exist anymore. The error in zmd-messages.log looks like the following on a German language Windows device:
"...
 [DEBUG] [11/20/2012 06:02:00.556] [1560] [ZenworksWindowsService] [6] [] [ZenCache] [] [(Thread 6) EnumerateObjects(where owner = '(Public)'and key like 'SERVICE_%') called] [] []
 [DEBUG] [11/20/2012 06:02:00.556] [1560] [ZenworksWindowsService] [6] [] [ZenCache] [] [Process ZenworksWindowsService acquired the access mutex for object cache ] [] []
 [DEBUG] [11/20/2012 06:02:00.556] [1560] [ZenworksWindowsService] [6] [] [ZenCache] [] [Released the access mutex for object cache] [] []
 [DEBUG] [11/20/2012 06:02:00.572] [1560] [ZenworksWindowsService] [6] [] [ZenCache] [] [FileNotFoundException: C:\Program Files\Novell\ZENworks\cache\zmd\ZenCache\210d7d76-7ce2-423e-971a-865147d61e94] [] []
 [DEBUG] [11/20/2012 06:02:00.572] [1560] [ZenworksWindowsService] [6] [] [ZenCache] [] [Message: Die Datei "C:\Program Files\Novell\ZENworks\cache\zmd\ZenCache\210d7d76-7ce2-423e-971a-865147d61e94" konnte nicht gefunden werden.] [] []
 [DEBUG] [11/20/2012 06:02:00.650] [1560] [ZenworksWindowsService] [6] [] [ZenCache] [] [   bei System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
   bei System.IO.FileStream.Init(String path, FileMode mode, FileAccess access, Int32 rights, Boolean useRights, FileShare share, Int32 bufferSize, FileOptions options, SECURITY_ATTRIBUTES secAttrs, String msgPath, Boolean bFromProxy)
   bei System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share)
   bei Novell.Zenworks.Cache.ObjectCache.GetObjectValue(String localPath, Type() types)] [] []
 [DEBUG] [11/20/2012 06:02:00.650] [1560] [ZenworksWindowsService] [6] [] [ZenCache] [] [(Thread 6) EnumerateObjects returning 1 items in 96 ms] [] []
..."



Also see TID 7011381 Devices become unmanaged due to corrupt cache for another possible cause of these symptoms

Disclaimer

This Support Knowledgebase provides a valuable tool for NetIQ/Novell/SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:7011416
  • Creation Date:22-NOV-12
  • Modified Date:18-APR-13
    • NovellZENworks Configuration Management

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