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 the device

Source: ZENworks 11 SP4, System Update
Possible Cause: Some antiviruses may interfere with the ZENworks Endpoint Security Management installer, resulting in a system update failure of the ZENworks Adaptive 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 fails on the device

Source: ZENworks 11 SP4, System Update
Explanation: While upgrading a Linux device from ZENworks 11 to ZENworks 11 SP4, the LPMSystemUpdateConfigureAction fails, displaying an error.
Possible Cause: The lack of Java Heap Space results in an Out Of Memory error.
Action: Perform the following steps:
  1. Navigate to the configure script file in the following location: /opt/novell/zenworks/bin/novell-zenworks-configure.

  2. Modify the last line in the file from Xms64m -Xmx256m to -Xms64m - Xmx512m.

  3. Rename the system update log folder (50110100001e69ca2ccb2865b42bf7b3. This folder can be accessed from the following location: /var/opt/novell/log/zenworks/system-update/

  4. Run the system update again.

System update hangs

Source: ZENworks 11 SP4, 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 11 SP4, 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 11 SP4, 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 11 SP4.
Explanation: After System update is completed, two ZENworks icons are displayed on a Mac agent.
Action: You must re-login or restart the device.

An error message is displayed during the first system update deployment if the system update is not triggered on the dedicated system update server

Source: ZENworks 11 SP4
Explanation: If you trigger the System Update from any Primary Server other than the Dedicated System Update server that is configured in the Management Zone, the following error message is displayed:
Unable to complete your request for the following reason: The ZENworks Server and the ZENworks Loader Services are running on one or more Primary Servers. Shut down the services before proceeding.
Possible Cause: The ZENworks Monitor, ZENworks Server, and the ZENworks Loader services on the dedicated system update server are stopped. When a dedicated system update server is configured and available, the zone-wide pre-install actions run only on the dedicated system update server.
Action: Do the following:
  • Stop the ZENworks Monitor, ZENworks Server, and the ZENworks Loader services on all other Primary Servers.

  • Start the ZENworks Monitor, ZENworks Server, and the ZENworks Loader services on the dedicated system update server.

  • Assign the update from the dedicated system update server.

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

Source: ZENworks 11 SP4
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 11 SP4, 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 11 SP4, 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 is not working properly

Source: ZENworks 11 SP4, 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