Symptoms        

Agents are unable to patch the machine. A similar message to the one below is seen within the STPatch.log file located within:

Example:Added disable date for {MSWU-516]  [Q2529073]

Protect 9: 

    o Vista & Later: C:\ProgramData\LANDesk\Shavlik Protect\Logs

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

Protect 8:

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

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

Cause

This message indicates the patch referenced failed too many times and was flagged. Within the agent, if a patch fails to download after 11 attempts or fails to install after 3 attempts the agent will stop trying to deploy that particular patch.

This can be resolved directly on the Console by accessing View > Machines. Right-click on the machine exhibiting the issue and navigate to Agents > Clear Retry Count as outlined in the illustration below:

Alternately, this can be achieved on the agent by opening the Agent UI and navigating to Patch Administration > Clear retry count within the 'Patch' tab as seen in the illustration below:

Once the retry count has been cleared, patches should download and deploy as normal.

Affected Product(s)

Protect Version: All