Scan Stall/Freeze - Logged Errors: Failed To Determine Service Pack Name For Product; & The Required Attribute 'Ordinal' Was Not Found

Version 15

    Symptoms

     

    • Patch Scans stalls or freezes between step '4. Scan for Patches' and step '5. Wait for Results.'
    • Scans go from '1 of 1 machine complete. 0 machines not scanned' to '0 of 0 machine complete. 0 machines not scanned'.
    • Protect's ST.ServiceHost.Managed.Log contains an error such as:
      • Failed to determine service pack name for product 'xxx'
      • The required attribute 'Ordinal' was not found

     

    Example of error found in the ST.ServiceHost.Managed.Log:

     

    2013-09-20T16:52:08.7528184Z 0011 W PatchResultXmlSerializer.cs:225|Failed to determine service pack name for product 'Microsoft Report Viewer Redistributable 2008'.

     

    Cause


    This issue is caused because Protect's product detection is finding a version of an application that needs a repair/reinstall or is not supported, such as a beta or RC version of a product. The scan failing out due to this is a known defect that should be fixed in a future version of Protect.

     

    Resolution

     

    First, ensure that you have the latest patch definitions by going to Help > About. Outdated patch definitions can cause this issue to occur. Running Help > Refresh Files should update your patch definitions.

     

    If you continue to have the issue, it will be best to open a case directly with support. You can open a case at, http://support.shavlik.com/

     

    If you can provide the following information at the time you open a case it will help to expedite support's ability to provide a resolution:

     

    • Protect Console side Logs as noted in this document:
    • A copy of the 'Arrivals' folder, which can be found in the following location:
      • Version 9 -
        • Vista & Later: C:\ProgramData\LANDesk\Shavlik Protect\Console\Arrivals
        • Earlier OS's: C:\Documents and Settings\All Users\Application Data\LANDesk\Shavlik Protect\Console\Arrivals
      • Version 8 -
        • Vista & Later: C:\ProgramData\Shavlik Technologies\Console\Arrivals
        • Earlier OS's: C:\Documents and Settings\All Users\Application Data\Shavlik Technologies\Console\Arrivals

     

    If you are aware of which system may be causing the scan to fail out, it can also be helpful to obtain the following information:

     

    • A DPD Trace of target system found to have this problem. Refer to the following document:
    • An Export of the following registry keys from the target system:
      • HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432\Microsoft\Windows\CurrentVersion\Uninstall
      • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall
      • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products

     

    Affected Product(s)

     

    Shavlik Protect 9.x