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Adobe patch reporting problem is back

amandaw33

amandaw33Jan 24, 2014 01:53 PM

You're preaching to the choir :)

  • 1.  Adobe patch reporting problem is back

    Trusted Advisor
    Posted Jan 21, 2014 08:29 AM

    This issue that I previously reported here unfortunately is back - https://www-secure.symantec.com/connect/forums/adobe-flash-patch-reporting-problem-so-frustrating

    The initial reported issue was fixed recently, but appears same thing is happening again... Applicable number is correct in remediation center, I push out the patch, instead of the installed number going up, it stays at zero and the applicability number goes down.  Clients are getting the patches, it's just remediation center isn't reporting correctly.

    I have a ticket in, just wanted to make others aware.  I upgraded to 7.5 recently, but I'm pretty sure this didn't start happening until the 2014 Adobe updates came out.  



  • 2.  RE: Adobe patch reporting problem is back

    Broadcom Employee
    Posted Jan 21, 2014 12:21 PM
    Hiello Sally,
     
    Could you please provide some details, because I see that the latest available Adobe Flash updates from bulletin APSB14-02 install_flash_player_12_active_x120038.msi and install_flash_player_12_plugin_64bit_120043.exe are correctly displayed as applicable and installed in Windows Compliance by Update report on my 7.5 setup with Patch Data 7.1.501:
    APSB14-02.jpg
     
    What update is not shown as applicable/ installed in your case?
    Could you please attach STPatchAssessment.xml from client machine, where affected update is indeed successfully installed?
     
    Please also note that Adobe Flash 10 has been removed from Patch Data recently, because Adobe does not provide new updates for Flash 10 anymore. So Adobe Flash 10 updates are not shown in reports anymore.
     
    Thanks,
    Roman
     


  • 3.  RE: Adobe patch reporting problem is back

    Trusted Advisor
    Posted Jan 22, 2014 09:08 AM
      |   view attached

    See my screenshot.  I'm out of the office today, so don't have access to a client machine to get you the xml file you requested.  Will try to remember tomorrow.  In the case I included the install log showing both 14-01 and 02 installing.

    14-02 (flash) is pushed out to all clients successfully from what I can tell (300+).  As the installs went out, the applicable number went down, installed number stayed at zero.

    14-01 (reader) is only out to a test group of computers (~20)

    I'm PMImport version  7.1.501 as well.



  • 4.  RE: Adobe patch reporting problem is back

    Trusted Advisor
    Posted Jan 23, 2014 09:40 AM

    Here's excerpt from that XML file from my client machine

    -<Product Name="Adobe Reader 10.1.9" LanguageID="0409" SP="Gold"><Item Status="Installed" PatchName="AdbeRdrUpd1019.msp" Superseded="false" SQNumber="QAR1019" BulletinID="APSB14-01" Class="Patch"/></Product>

    -<Product Name="Adobe Acrobat 10.1.9 Pro" SP="Gold"><Item Status="Effectively Installed" Applicable="true" PatchName="AcrobatUpd1019.msp" Superseded="false" SQNumber="QAA1019" BulletinID="APSB14-01" Class="Patch"/></Product>-

    <Product Name="Adobe Flash 12" SP="Gold"><Item Status="Effectively Installed" Applicable="true" PatchName="install_flash_player_12_active_x120038.msi" Superseded="false" SQNumber="QAF120038" BulletinID="APSB14-02" Class="Patch"/></Product>



  • 5.  RE: Adobe patch reporting problem is back

    Broadcom Employee
    Posted Jan 24, 2014 08:51 AM
    Hi Sally,
     
    Thank you for this information.
    According to your XML output Assessment scan correctly detected that install_flash_player_12_active_x120038.msi is installed and applicable on affected client.
     
    So it looks like detection is working correctly. Probably information about Installed/applicable updates have not been received by NS correctly.
     
    Could you please try to execute Windows System assessment scan task on affected client from NS console and then check compliance reports?
    In case if update is still not shown as installed in report, please execute "AexPatchAssessment.exe -out test.xml" on affected client.
    Then open created text.xml and find all strings containing QAF120038. 
     
    Could you please also check version of AexPatchAssessment.exe on affected client - is it 7.5.2000.39?
    Please write here your findings.
     
    Thank you,
    Roman
     


  • 6.  RE: Adobe patch reporting problem is back

    Trusted Advisor
    Posted Jan 24, 2014 09:03 AM

    Rerunning Windows System Assessment scan doesn't help.  Support also had me run a SQL command (sorry I don't have KB), but I believe it forced all clients to do a full assessment scan again in case something was corrupted.

    As a side note - my machine (and all of our machines) are reporting properly for a Microsoft Jan 2014 update I pushed same day.  It is isolated to Adobe.

    7.5.2000.39 is my version

    No hits for QAF120038



  • 7.  RE: Adobe patch reporting problem is back
    Best Answer

    Broadcom Employee
    Posted Jan 24, 2014 11:04 AM
    Hi Sally,
     
    Hmm.. I have an idea - could you please also check tree of Vendors and Releases in PM Import settings page?
    Are there related software releases(i.e. Adobe Flash 12) selected?
     
    In case if any software release is not selected it will be excluded from results of assessment scan, because it is supposed that user does not want to patch this unselected release or vendor.
     
    Please note that in 7.5 new added software releases are selected automatically only in case if ALL software releases for this vendor have been selected before importing Patch Data.
     
    If at least one software release of vendor was unselected before importing, imported new software releases of same vendor will be unselected initially and user should manually decide what it is required to be patched.
     
    Thank you,
    Roman
     


  • 8.  RE: Adobe patch reporting problem is back

    Trusted Advisor
    Posted Jan 24, 2014 11:23 AM

    Hi Roman,

    Hopefully we're on the right track.  I didn't have Flash 12 or latest Reader/Pro items checked (which surprises me that they downloaded/were available to me to push?)

    I checked them and did incremental PMImport update.. ran assessment scan on 2 computers, but no change in remediation center?



  • 9.  RE: Adobe patch reporting problem is back

    Posted Jan 24, 2014 11:34 AM

    Hi Symantec,

    We are having the same problem on 7.1. This happen many times in the past with other patches. Why is this broken so often?

    This patch fixes critical vulnerabilities. We need this resolved as soon as possible.



  • 10.  RE: Adobe patch reporting problem is back

    Posted Jan 24, 2014 11:42 AM
    For speedy resolutions, please create a support case as you can then escalate it if required. Please be aware that the forum is monotored by the community, most of whom are not Symantec employees.


  • 11.  RE: Adobe patch reporting problem is back

    Posted Jan 24, 2014 11:49 AM

    Hi Sally,

    Thanks for all your post. It really is a big help for me. I usually see the same problem you do but I am way too busy to post or call Symantec support.

    I can barely keep up with all the patches that we have to do. Problems like this makes it even worst. When patches show up on Symantec, they are already a week behind. Add this problem, it will take weeks to patch systems.

     

    I don't get why this reporting problem keeps happen? I've seen it on many Microsoft patches.



  • 12.  RE: Adobe patch reporting problem is back

    Trusted Advisor
    Posted Jan 24, 2014 12:05 PM

    No problem.

    Patch has been pretty solid for me since day 1, knock on wood.

    You should try to make time to contact support for some of your issues.  They will work through issues with you which helps give you a better understanding of what's going on and how to troubleshoot.  I usually learn something new with every ticket that goes in.  If you don't get a support tech that is helpful in a timely fashion, ask for it to be escalated.

    I usually post on connect also to see if others are seeing similar issues and also so I can post a solution when I get one to help others.



  • 13.  RE: Adobe patch reporting problem is back

    Trusted Advisor
    Posted Jan 24, 2014 12:51 PM

    Looks like full import fixed this.  Thanks so much for taking the time to help Roman.  Without HF3, I wasn't getting too far with support.



  • 14.  RE: Adobe patch reporting problem is back

    Posted Jan 24, 2014 01:50 PM

    "Without HF3, I wasn't getting too far with support."

    This should never be the case unless a released HF contains a fix for the issue you are having, and even then, some level of consideration should be given.



  • 15.  RE: Adobe patch reporting problem is back

    Trusted Advisor
    Posted Jan 24, 2014 01:53 PM

    You're preaching to the choir :)