How to troubleshoot when package is not shown on portal manager

The client machine deploy agent with portal manager.

The package cannot be shown on the portal manager when you click the 'refresh' button. There is no error happened but the package is not shown on portal.

The policy.sync.exe called lddwnld.dll to download from core server. The lddwnld.dll may have error.

The policy.sync.exe updated the task to client machine local DB file LDClientDB.db3

The

You can go through the following steps how package is updated to the portal manager. And confirm which step is failed.

You need to confirm the client agent patch level should be same with core.

1. The schedule task is ready and wait status

2. The file SDClientTask.<CoreName>.<TaskID>.xml in generated under folder on core:

.\Program Files (x86)\LANDesk\ManagementSuite\landesk\files

3. When click refresh button on portal, the file SDClientTask.<CoreName>.<TaskID>.xml will be downloaded to client folder:

C:\Documents and Settings\All Users\Application Data\LANDesk\ManagementSuite\landesk\files (WinXP and Win2003)

C:\ProgramData\LANDesk\ManagementSuite\landesk\files (Win7 or Win2008 client machine)

The file is downloaded through lddwnld.exe, It is also be called by SDClient.exe and Vulscan.exe.

You may kill SDClient.exe and Vulscan.exe in task manager manually. And the policy.sync.exe should running in task manager always.

4. The XML of task should be updated to the client machine local DB file LDClientDB.db3

C:\Documents and Settings\All Users\Application Data\LANDesk\ManagementSuite\Database  (WinXP and Win2003)

C:\ProgramData\LANDesk\ManagementSuite\Database (Win7 or Win2008 client machine)

You can try to clean the database by: How to resolve "Task Queued at Client for Execution"

The policy.invoker.exe will check the DB every 3 secounds to launch the task.

5. You can collect the following log files to support team:

C:\Program Files (x86)\LANDesk\LDClient\policy.sync.log

C:\Program Files (x86)\LANDesk\LDClient\lddwnld.xlg  (This required the XTrace log of lddwnld: How to enable XTrace Diagnostic logging in LANDesk Core and Clients)

C:\Program Files (x86)\LANDesk\LDClient\Data\sdclient_task<TaskID>.log

C:\Program Files (x86)\LANDesk\LDClient\Data\SDClientTask.<CoreName>.<TaskID>.log

C:\Program Files (x86)\LANDesk\LDClient\Data\sdclient.log

If there is 'time out' error, you can go to this help document for help: 'Time out'  error when click the 'refresh' on portal manager

LANDESK Management Suite 9.5 SP1 or SP2