New device-GUID being created on refresh

  • 7009362
  • 15-Sep-2011
  • 30-Aug-2012

Environment

Novell ZENworks 11 Configuration Management Support Pack 1 - ZCM 11 SP1

Situation

Seeing more than one device in ZCC.  For example:
 
 
In some cases these devices may represent only one machine.  In some cases these devices may represent two different machines sharing the same name where one has the GUID appended.
 
In all cases the machines share a Serial Number or a duplicate Serial Number was populated into the cache (for more information see KB 7009265  at  https://support.microfocus.com/kb/doc.php?id=7009265
 
ERRORs (from services-messages.log)
 
[DEBUG] [9/15/11 8:38:26 AM] [] [Registration Web Service] [] [ReconciliationException: Serial number mismatch (db=abcdefgh,regReq=421aa09fbfbb1740a7ea9ed848bc8788)] [] []
[DEBUG] [9/15/11 8:38:27 AM] [] [Registration Web Service] [] [New device: dfpqblh1-6a9edf30afb6c67185bdb457f164abea was successfully created with serial
number: 421aa09fbfbb1740a7ea9ed848bc8788] [] []
 
or
 
[DEBUG] [9/15/11 10:02:38 AM] [] [Registration Web Service] [] [ConstraintException while creating new device: com.novell.zenworks.datamodel.exceptions.InternalDataModelException:
com.novell.zenworks.datamodel.exceptions.InternalDataModelException: org.hibernate.exception.ConstraintViolationException: could not
insert [[com.novell.zenworks.datamodel.objects.devices.Device]] Trying to register device 3963c559c7413346aff74ae27bbaf1f4 with serial number same
as GUID.] [] []

Resolution

This is fixed in version 11.2.1 - see KB 7010042 "ZENworks Configuration Management 11.21 - update information and list of fixes" which can be found at https://support.microfocus.com/kb/doc.php?id=7010042
For 11.1:  A fix for this issue is intended to be included in a future update to the product: however, in the interim, Novell has made a Patch available for testing, in the form of a Field Test File (FTF): it can be obtained at https://download.novell.com/Download?buildid=2uoLnNI9kn4~ as "ZCM 11.1 - device reconciliation fix - see TID 7009362". This Patch should only be applied if the symptoms above are being experienced, and are causing problems.

This Patch has had limited testing, and should not be used in a production system without first being checked in a test environment. Some Patches have specific requirements for deployment, it is very important to follow any instructions in the readme at the download site. Please report any problems encountered when using this Patch, by using the feedback link on this TID.

Important: applying the fix will not correct any misnamed devices that already exist.
To correct a managed device that already has the wrong name, either:
  1. If two devices are reconciling to the same object, and have the same GUID, issue the command
    zac reg -g
    [server URL]
    see https://www.novell.com/documentation/zenworks11/zen11_utils/data/bb15p2z.html#bi8ee6x
    or
  2. If one device is creating a new device object every refresh, with a new GUID appended, then unregister, and re-register the device
    zac unr
    zac reg [server URL]
    see https://www.novell.com/documentation/zenworks11/zen11_utils/data/bb15p2z.html#bi8ee75
    https://www.novell.com/documentation/zenworks11/zen11_utils/data/bb15p2z.html#bi8ee6x


Workaround:
Disable Serial Number reconciliation and differentiation in ZCC and determine why devices may have duplicate serial numbers in cache or why they may have changed physically. 

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