Client Management: How to Troubleshoot the Client Management Patch module file distribution processes.

Knowledge Article

Client Management: How to Troubleshoot the Client Management Patch module file distribution processes.
This article describes how BMC client management(BCM) downloads and distributes patches to assigned clients and methods to troubleshoot the process.
BMC Client Management
Client Management
All versions of BMC client management(BCM)
BMC Client Management
Client Management
All versions of BMC client management(BCM)
Patch deployment groups or Patch Jobs are showing file transfer in progress longer than expected, if there is a problem obtaining patch files from public sources how do I determine where the process is breaking down?
Both Windows and Linux Master servers will be the centralized storage location for all patches that have been downloaded from the Software Manufacturer's web site and are needed by one or more clients as part of an assigned Patch Job or Group.  
 
If the Master Server and the designated Patch Manager and/or the assigned target of a Patch Deployment are the same device, the process is exactly the same as described below, only with less network traffic.

If a client is waiting on a filestore download for a patch file, the way to troubleshoot this is to first verify that the needed patch is available on the master server in the .\master\data\Vision64database\patches folder.  *Note, files in this location will be marked as hidden, ensure that hidden files are visible when verifying their presence.  

If the file does not exist on the Master server, then the problem is between the Master server and the designated Patch Manager.  The processes to trouble shoot in this case will be the processes described below:
  1. Master Server via update to a Patch Group or a Patch Job requires a currently unavailable patch executable file.
  2. Master Server sends an asynchronous action to the designated Patch Manager with a request to download the required file
  3. Patch manager extracts the download URL from the Shavlik knowledge base and queues the file for download
  4. Patch manager connects to the download URL using a direct connection if possible or using a Web Proxy server if defined.
  5. Patch manager downloads the requested file from the manufacturer's URL
  6. Once the download is complete the Patch Management module passes the file to the local Filestore module to be sent upstream to the Master Server
  7. The local filestore module on the designated Patch Manager sends the file upstream to its parent, once sent the local copy of the file in the Patch Management module is discarded
  8. If the parent of the patch manager is not the master, the parent will forward the file to its parent until it reaches the Master server
  9. When the file is received by the filestore module on the master server it is moved to the .\master\data\Vision64database\patches folder.
If the file does exist on the Master server in the .\master\data\Vision64database\patches folder then the problem to troubleshoot is between the Master server and the assigned client device.  The process used for a Patch group or Job assignment and subsequent file transfers is:
  1. Patch Group or Job is evaluated by Master and a Master-List of patches for the Group or Job is sent downstream to each assigned client in the form of a PG_1234_MasterList.xml for a Group or PJ_1234_MasterList.xml for a Patch Job (where 1234 is the ID# of the group or job).
  2. The assigned client upon receipt of the PG(J)_1234_MasterList.xml compares the list of patches in the group or job assignment to its local missing patch inventory stored in the patch management sqlite file.
  3. The client evaluates the contents of the folder .\Client\data\PatchManagementPremium\Patches\Groups(or Jobs)\1234 to determine if any patches are missing for this assignment and need to requested for download.
  4. The client's Patch Management module makes a local request to the Filestore module to download the needed file(s) from its parent.
  5. If the parent relay doesn't have the file yet, the parent queues the file to be downloaded from its parent and so on until it reaches the master.
  6. Master sends the file downstream to the child device that requested the copy, if the child device is a Relay, once downloaded the child device will send it downstream to any child devices of itself that had requested a copy.
  7. Once the assigned client's Filestore module downloads the file it is then moved over to the .\client\data\PatchManagementPremium\Patches\Groups(or Jobs)\1234 folder.
  8. Once all patches for the group or job are downloaded, then the Group or Job is activated on the assigned schedule.

In summary the process is rather straight forward once known.  
  • Client is trying to download the file or not.
  • Parent has the file or it doesn't
  • Master has the file or it doesn't
  • Patch manager is trying to download the patch or the patch has been downloaded and is trying to be sent upstream to the master for permanent storage until deleted by a bcm administrator.
BMC Client Management
Client Management
All versions of BMC client management(BCM)
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