Troubleshooting Windows patching
Errors encountered during a patching task can be divided into the following categories:
Errors encountered while creating or updating a patch catalog
The following table lists issues that you might encounter while running a Patch Catalog Job, and provides troubleshooting information and references to knowledge articles for these issues.
Note
For general information about monitoring the progress and viewing the results of a Patch Catalog Job, see Viewing progress and results of a Patch Catalog Job.
| Issue | Troubleshooting information |
|---|---|
Unable to download shavlik metadata | The shavlik metadata may not be downloaded due to the following reasons:
Steps for debugging the shavlik downloaderTo enable DEBUG logging, add the following text to appserver.cf file: #Downloader debug log4j.logger.com.bladelogic.model.job.compliance.patch.ShavlikResult=DEBUG log4j.logger.com.bladelogic.app.util.DownloadServer=DEBUG |
| ACL issues: Windows Helper Server cannot be reached or access is not authorized | For information about creating an ACL template or ACL policy and controlling server access with agent ACLs, see Managing access. |
| Patch object cannot be added or updated due to an RBAC issue | To create Patching Jobs and deploy patches, the patch administrator must be assigned a role that includes the necessary RBAC permissions. For more information, see RBAC permissions for patch management. |
Windows Hotfix Patch is not found in the Catalog | For steps on troubleshooting this issue, see Why a Windows Hotfix Patch is not found in the Catalog. |
Errors encountered while running the Patching Job and the Remediation Job
The following table lists issues that you might encounter while running the Patching Job and the Remediation Job, and provides troubleshooting information and references to knowledge articles for these issues.
Note
The Trace.txt log file and the results.xml file are generated by the Windows Patch Analysis Job or by live browsing Hotfixes .The information in these logs can be used to troubleshoot errors. For more information about analyzing the Trace.txt, see How to analyze Trace.txt generated by a Windows Patch Analysis Job.
| Issue | Troubleshooting information |
|---|---|
Shavlik metadata was not copied to the target | File a ticket with BMC Support and provide the information from the following logs:
Turning on debug tracing for cl5.exe To validate the payload, the shavlik engine runs the cl5.exe tool on the target. If this tool is not working properly, you can turn on tracing, using the following command: CL5.exe 2097197 1 <Log Directory> The customary value for maximum log size is 5000000. This command writes some values to the registry. To turn off CL5 tracing, use the following command: CL5.exe 2097197 0 |
One of the BLPatchCheck2 phases did not complete successfully | You can refer to the following article in the knowledge base for steps on troubleshooting this issue: Windows Patch Analysis or Catalog Update Job error: Unable to load the shavlik scan engine dll If your issue is still not resolved, file a ticket with BMC Support and provide the information from the following logs:
|
| Results are not passed back to the Application Server | File a ticket with BMC Support and provide the information from the following logs:
|
Analysis reported unexpected patch as missing | For information about troubleshooting this case, see Why a Windows Patch Analysis Job can report an unexpected patch as missing. You can also refer to the following articles in the BMC knowledge base: |
Analysis did not report expected patch as missing | For information about troubleshooting this case, see Why a Windows Patch Analysis Job does not report a missing expected patch. |
| BMC Server Automation analysis does not match with other third-party patch solutions | For more information about troubleshooting this case, see Why Windows Patch Analysis Job Results can conflict with 3rd-party Vendors. |
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