NetIQ Client Resource Monitoring is failing to start after update to WinOS module (NETIQKB73087)

  • 7773087
  • 05-Jul-2011
  • 12-Jul-2011

Environment

NetIQ AppManager 7.0.x

Situation

The NetIQ AppManager Client Resource Monitor server is failing after an upgrade to the latest WinOS module.
The NetIQ AppManager Client Resource Monitor service will start and then stop.

Resolution

In order to correct this issue, you will need to verify within Task Manager that all NQPerfprovier4.exe processes have been stopped. If they have not all stopped:
  1. Make sure both the agent services (Client Resource Manager, Client Communication Manager) are stopped and disabled on the machine.
  2. Open Task Manager
  3. Find the NQPerfprovider4.exe process
  4. Choose End Task
  5. If multiple copies of this process are still running, repeat Steps 3 & 4 for each running NQPerfprovider4.exe process.
  6. If the task does not stop after a few minutes restart the machine, but make sure both the NetIQ Agent services are disabled before doing so (to prevent them from auto-starting after the reboot completes).
  7. After the restart please re-apply the latest WinOS module.

Once those steps are completed, you can re-enable both of the NetIQ AppManager Agent services, and start them up.  Both services should now run normally.

Cause

The NQPerfprovider4.exe process did not successfully quit during the install causing the executable to not get replaced. Due to the changes within the new WinOS module this older version of the NQPerfprovider4 is not compatible and will cause a failure.

Additional Information

Formerly known as NETIQKB73087

In the WinOS_Install.log you will see the following:

1299250116 Copying NQPerfProvider4_x86.exe to c:\Program Files\NetIQ\AppManager\bin\NQPerfProvider4.exe
1299250116 Executing: "c:\Program Files\NetIQ\AppManager\bin\NQPerfProvider4.exe" /RegServer
1299250116  Process created - [last error was 0]
1299250116  Utility::RunProcess - Returning exit code from process = 0

During a failure it will not be able to copy the file and will indicate an error while performing the copy.

You can further verify this condition by checking the NQPerProvider4.exe version and comparing against the qdotneta4.dll. If the NQPerfProvier4.exe version is older than the qdotneta4.dll version, the Windows OS Module upgrade was unsuccessful.


Feedback service temporarily unavailable. For content questions or problems, please contact Support.