Shavlik Protect Console Service Crashing in Protect 9.0 When Processing AgentPatch Results

Version 5

    Purpose

     

    We have identified a defect in Protect 9.0 (Gold and Patch 1) where agent patch scan results cause the Shavlik Protect Console service to crash.  You can identify the issue by the following method:

     

    • Agents are being used for patch management and the Shavlik Protect Console service is crashing frequently.
    • Enable ‘All’ logging in the Protect Tools – Options – Logging menu and capture the service crash.
    • Navigate to the \Logs folder and open the ST.ServiceHost.managed.log file.

     

    Windows 2003/XP: C:\Documents & Settings\All Users\Application Data\Shavlik Protect\Logs

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

     

    • Search for FK and verify you see the following error:

     

    FOREIGN KEY constraint "FK_ScanItems_ItemTypes". The conflict occurred in database "Protect", table "dbo.ItemTypes", column 'itKey'. The statement has been terminated..

     

    Cause

     

    This is due to a Service Pack mapping failure which causes and unknown ‘ItemType’ to be used. The crash occurs when the Shavlik Protect Console service attempts to insert that unknown ‘ItemType’ into the ‘scanItems’ table in the Protect database. 

     

    Resolution

     

    Backup the Protect database: You can do this manually or you can use the Database Maintenance in Protect.

     

    Remove the foreign key restraints in the database by executing the following script against the Protect database:

     

    IF EXISTS (SELECT * FROM sys.foreign_keys WHERE object_id = OBJECT_ID(N'[dbo].[FK_ScanItems_ItemTypes]') AND parent_object_id = OBJECT_ID(N'[dbo].[ScanItems]'))

    ALTER TABLE [dbo].[ScanItems] DROP CONSTRAINT [FK_ScanItems_ItemTypes]