Shavlik Scheduler Scheduled Deployment Problems Troubleshooting Steps

This document outlines how to troubleshoot Scheduled Deployment issues when utilizing the Shavlik Scheduler.

Note: Please view this documentto review how the Shavlik Scheduler works.

(http://community.shavlik.com/docs/DOC-23088)

Step 1

Please verify under Tools-Options-Scheduler that the Shavlik Scheduler is selected.

Step 2

Please open the Protect GUI and then go to Tools > Options > Logging and change logging to “All” for both user interface and services.

*Note- If you are unable to enable logging via the GUI see doc:http://community.shavlik.com/docs/DOC-22938

Step 3

Clear out the old logs, so we can reproduce the issue and recreate new logs to view the latest data

On the Protect Console Machine

1. Close the Protect GUI.

Stop the services:

For Protect 8.X, the services are: VMware vCenter Protect Console Service & Shavlik Remote Scheduler Service

For Protect 9.X the services are: Shavlik Protect Console Service & St Remote Scheduler Service

2. Delete all the logs from:

Vista & Later: C:\ProgramData\Shavlik Technologies\Logs

Earlier OS’s: C:\Documents and Settings\All Users\Application Data\Shavlik Technologies\Logs

3. Start services and open the Protect GUI.

On the Target Server

Browse to C:\Windows\ProPatches and erase CL5.log, dplyevts.log, and Safereboot.log in that folder. * Note, they all might not be created.

Browse to C:\Windows\ProPatches\Scheduler and erase Scheduler.log

Step 4

Please reboot the Protect Console Machine and the Target server.

Step 5

If you are having problems scheduling deployments on 1 machine, please uninstall and reinstall the scheduler on the Target server.http://community.shavlik.com/docs/DOC-2222

If you are having problems scheduling deployments on all machines, please uninstall and reinstall the scheduler on the Protect Console Machine. After you do this you will need to do a Security Patch scan against the Protect Console Machine to have the results show again.http://community.shavlik.com/docs/DOC-2222

If you are having problems with quite a lot of scheduled machines but not all, and you do not want to uninstall/reinstall manually, please see this guide on creating a custom action to uninstall/reinstall the scheduler on multiple machines. http://community.shavlik.com/docs/DOC-23009

Step 6

Set the logs to verbose on the target server. Please do this by following this guide.http://community.shavlik.com/docs/DOC-23048

Step 7

Please to a rescan, and a do a scheduled deployment for 5 minutes into the future to 1 target machine.

*Note please also check the date set. It defaults to 24 hours into the future.

If there are still Problems – Follow steps 8-10

Step 8

Take screenshots of any errors that pop up.

Step 9

Gather the logs on the Protect Console Patch Server here:

Windows 7, 8, 2008, 2012 & Vista: C:\ProgramData\LANDesk\Shavlik Protect\Logs

Earlier OS’s: C:\Documents and Settings\All Users\Application Data\LANDesk\Shavlik Protect\Logs

Gather the logs on the Target Server here:

- C:\Windows\ProPatches and gather CL5.log, dplyevts.log, and Safereboot.log in that folder

- C:\Windows\ProPatches\Scheduler\ and gather the Scheduler.log

Step 10

Please send the screenshots and both sets of logs back to Shavlik Support. You may contact support by opening up a case at theSmart Service Contact Portal, or by calling into support and having them open a case for you. here is the link to the contact informationhttp://www.shavlik.com/support/contact/

Please also have the answers to the following questions when you contact support:

• Does the patch you are trying to deploy show up in C:\Windows\ProPatches\Patches
• In the C:\Windows\ProPatches\Install folder, is there any .bat files listed during the time of your scheduled scan? (If there are, please send the.bat file to support as well.)
• What happens when you manually run the target patch found in C:\Windows\ProPatches\Patches? Does it throw any errors? This is most likely a problem with your environment where something previously did not get installed or uninstalled correctly. Please send the screenshot of these errors as well.

Shavlik Protect 8.x
Shavlik Protect 9.x