3 Replies Latest reply on Feb 5, 2018 11:37 AM by cwinning

    An error occurred reading the policy

    Albert.vanthul Rookie

      I have up to 70 machines in Ivanti Patch for windows which are randomly stopping with communicating. The error on the client is "An error occurred reading the policy" I'm not able to do a check in request from the server "Agent didn't respond" but i can ping the machine. If i choose for reinstall with policy i am able to communicate with the machine. but after a while (up to some days) the machines are stopping with the error  "An error occurred reading the policy"

       

      it seems that this issue is since the upgrade to 9.3 (4510)

       

      i'm running on the latest versions and Server 2012R2 as OS.

       

      Any ideas?

       

      Edit: Found this in the log files:

      STAgent.log

      Line 105659: 2018-02-02T06:43:55.8802210Z 0cf0 E STAgent.cpp:42 Failed state change: Initialize From Policy. Error: class STWin32::CWin32Exception at File.cpp:66: Error 5: Access is denied.

       

      STUILauncher.log

      2018-02-02T06:51:36.6711355Z 0574 I STUILauncher.cpp:118 'C:\Program Files\LANDESK\Shavlik Protect Agent\STUILauncher.exe' is starting, version: 9.3.2666.0.

      2018-02-02T06:51:37.2798709Z 0574 I Authenticode.cpp:100 Verifying signature of C:\Program Files\LANDESK\Shavlik Protect Agent\STAgentUI.exe with CWinTrustVerifier

      2018-02-02T06:51:37.9198235Z 0574 I STUILauncher.cpp:136 Launched installed user interface.

       

      STDispatch.log

      2018-02-02T06:43:55.0392198Z 0ac4 I STDispatch.cpp:223 'C:\Program Files\LANDESK\Shavlik Protect Agent\STDispatch.exe' is starting, version: 9.3.2666.0.

      2018-02-02T06:43:55.0492198Z 0adc I ServiceBase.cpp:374 Attempting to set the service state to 'StartPending'.

      2018-02-02T06:43:55.0492198Z 0adc I ServiceBase.cpp:386 Successfully set the service state to 'StartPending'.

      2018-02-02T06:43:55.0492198Z 0ad8 I STDispatch.cpp:63 Starting STDispatch service.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:75 Protocol sequence registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:183 Interface registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:89 Listening.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:75 Protocol sequence registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:183 Interface registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:89 Listening.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:75 Protocol sequence registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:183 Interface registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:89 Listening.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:75 Protocol sequence registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:183 Interface registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:89 Listening.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:75 Protocol sequence registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:183 Interface registered.

      2018-02-02T06:43:55.0492198Z 0ad8 V LrpcServer.cpp:89 Listening.

      2018-02-02T06:43:55.0492198Z 0adc I ServiceBase.cpp:374 Attempting to set the service state to 'Running'.

      2018-02-02T06:43:55.0492198Z 0adc I ServiceBase.cpp:386 Successfully set the service state to 'Running'.

      2018-02-02T06:43:55.0592198Z 0ad8 E STDispatch.cpp:128 Error: class STWin32::CWin32Exception at File.cpp:66: Error 5: Access is denied.

        • 1. Re: An error occurred reading the policy
          cwinning CommunityTeam

          My guess is 1 of 2 things are happening.

           

          1) AV is locking the policy.zip file locate in C:\ProgramData\LANDESK\Shavlik Protect\Agent.  If you haven't already exclude C:\ProgramData\LANDESK\ and all subfolders from AV scanning, real time protect etc. You may want to check AV logs too.

           

          2) It's possible the account attempting to access the policy.zip file (system account) doesn't have enough permissions on these systems.  You can tend access by doing this:

           

          Open PowerShell running as the System Account

          Download Psexec.exe: PsTools - Windows Sysinternals | Microsoft Docs

          Open a new CMD window as an administrator.

          Navigate to the folder that contains psexec.exe.

          Run this command: psexec.exe -i -s cmd.exe

          A new CMD prompt will pop up running as the System Account.

          Type: cd "C:\ProgramData\LANDESK\Shavlik Protect\Agent"

          Type: policy.zip

          Does the zip file open?

           

          Thanks,

          Charles

          • 2. Re: An error occurred reading the policy
            Albert.vanthul Rookie

            1) I have already excluded the folders in AV

            2) i can open the zip file correctly.

             

            i can not place where the access denied error is coming from.

            • 3. Re: An error occurred reading the policy
              cwinning CommunityTeam

              Hello,

               

              All of our processing is performed under the service account, did you perform the tests as this account?

               

              It's still possible AV or some other process/application is locking the policy.zip or another file used by the agent.  It may be a good idea to open a web case with support so they can take a look at all of your logs.  Please enable your logging level to All in the Agent Policy you have assigned to this client and reproduce the issue if possible. If it is already set to All, collect all of the logs from C:\ProgramData\LANDESK\Shavlik Protect\Logs, zip them and attach them to the new web case.

               

              Thanks,

              Charles