An Agent Wakeup call or Agent Push server task doesn't expire if the client computer can't be reached

Technical Articles ID: KB84114
Last Modified: 2022-03-15 09:06:06 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.x

Problem 1

When you try to push the agent to a client computer, the server task doesn’t expire.

This issue is seen when the computer can't be reached.

Problem 2

You might also notice that the EPODataChannelDataMT table in the ePO database increases in size without shrinking.

Cause

The DBCleanUp task is missing a hidden server task.

Solution

If this solution or workaround does not resolve your issue, log on to the ServicePortal and create a Service Request. Include this article number in the Problem Description field.

Workaround

Restore the DBCleanUp task:

Step 1 — Take a backup of the ePO database before making any changes. For instructions to back up the SQL database, see one of the following articles:

Step 2 — Confirm that you’re experiencing the issue described in this article.

Log on to the Microsoft SQL Server Management Studio.
Expand Databases.
Right-click the ePO database (where the default name is ePO_) and select New Query.
Paste the following SQL statements into the query window and determine which clean up tasks exist in the OrionTaskQueueMT table:

SELECT
SUBSTRING(TaskDescription, LEN(LEFT(TaskDescription, CHARINDEX ('<name>', TaskDescription))) + 6, LEN(TaskDescription) - LEN(LEFT(TaskDescription, CHARINDEX ('<name>', TaskDescription))) - LEN(RIGHT(TaskDescription, LEN(TaskDescription) - CHARINDEX ('</name>', TaskDescription))) - 6) as 'Task Name',
CONVERT(datetime, SWITCHOFFSET(CONVERT(datetimeoffset, OrionTaskQueueMT.RunTime), DATENAME(TzOffset, SYSDATETIMEOFFSET()))) AS 'Local Start Time',
CONVERT(datetime, SWITCHOFFSET(CONVERT(datetimeoffset, OrionTaskQueueMT.EnqueuedTime), DATENAME(TzOffset, SYSDATETIMEOFFSET()))) AS 'Local Queued Time',
CASE WHEN State=0 THEN 'Queued' WHEN State=1 THEN 'INVALID' WHEN State=2 THEN 'Pending/Waiting' WHEN State=3 THEN 'Running' ELSE 'Unknown' END as 'State'
FROM OrionTaskQueueMT
where taskdescription like '%db clean%'
Click Execute.

The results differ depending on the ePO version you’re using.

Expected results:

ePO 5.9.x

Task Name	Local Start Time	Local Queued Time	State
DB Clean-up Task	<date>	<date>	Queued

ePO 5.10

Task Name	Local Start Time	Local Queued Time	State
DB Clean-up Task	<date>	<date>	Queued
DC DB Clean-up Tasks	<date>	<date>	Queued

IMPORTANT: If the results you see on your server are similar to the examples above (one row returned on an ePO 5.9.x database, or two rows returned on a 5.10 database), you’re experiencing a different issue. Stop here and contact Support. See the "Related Information" field for details.

Step 3 — Determine the ID of the task that is missing from the above results.

If you don't see the above expected results, and there's a missing task, run the following query to show the task identifiers from the OrionSchedulerTaskMT table:

SELECT Id, name, UniqueKey, Enabled FROM OrionSchedulerTaskMT WHERE name like '%db clean%'

NOTE: The script above determines the IDs of the missing tasks.

Expected results:

ePO 5.9.x

ID	Name	UniqueKey	Enabled
6	DB Clean-up Task	DBCleanupTask	1

ePO 5.10.x

ID	Name	UniqueKey	Enabled
7	DB Clean-up Task	ClientTaskCleanupTask	1
87	DC DB CleanUp Task	DbCleanupTask	1

Compare the above results with the results from the previous query, and determine the ID of the task that's missing.

Example: Assume that you’re using ePO 5.10, and the query from step 2 only returns the DB Clean-up Task and not the CD DB Clean-up Task. Then, based on the above results from the OrionSchedulerTaskMT table, the task with ID 87 is missing from the first set of results.

Step 4 — Verify that the issue is resolved.

Run the following command using a web browser:

https://<ePO_server_name>:8443/remote/scheduler.updateServerTask?taskId=<ID_from_Step_3>&status=disabled&isHidden=true
When prompted for credentials, type in an ePO user with Global Administrator permissions. For example, the original administrator user.

If there’s any reply other than the following, provide the full error message with the current orion.log files to Technical Support and stop here. For contact details, see the "Related Information" section below.

OK
True
Run the SQL query from 'Step 3' again to show the results from the OrionSchedulerTaskMT table. The result indicates that the task is disabled (Enabled =0).
Delete records in OrionSchedulerTaskQueueEntryMT using the ID of the missing task found in 'Step 3':

DELETE FROM OrionScheduledTaskQueueEntryMT WHERE SchedulerTaskID = < ID_from_Step_3>

NOTE: You might see a message that states, "0 rows affected." If so, this message doesn’t indicate a problem. Continue to the next step.
Run the following command using a web browser:

https://<ePO_server_name>:8443/remote/scheduler.updateServerTask?taskId=<ID_from_step_3>&status=enabled&isHidden=true

If there’s any reply other than the following, provide the full error message with the current Orion.log files to Technical Support, and stop here. For contact details, see the "Related Information" section below.

OK:
True
Run the SQL queries from Steps 2 and 3 again. The first query must now return the expected results as shown in the example in Step 2. The second query is expected to show that the task is enabled again (Enabled =1)

Use the query below to display all data on one page:

SELECT
st.Id,
st.[name],
st.[UniqueKey],
st.[Enabled],
st.[type],
CASE WHEN tq.[state]=0 THEN 'Queued'
WHEN tq.[state]=1 THEN 'INVALID'
WHEN tq.[state]=2 THEN 'Pending/Waiting'
WHEN tq.[state]=3 THEN 'Running'
ELSE 'UNKNOWN'
END AS [state],
CONVERT(datetime, SWITCHOFFSET(CONVERT(datetimeoffset, TQ.RunTime), DATENAME(TzOffset, SYSDATETIMEOFFSET()))) AS 'Local Start Time',
CONVERT(datetime, SWITCHOFFSET(CONVERT(datetimeoffset, TQ.EnqueuedTime), DATENAME(TzOffset, SYSDATETIMEOFFSET()))) AS 'Local Queued Time'
FROM OrionSchedulerTaskMT as ST
INNER JOIN OrionScheduledTaskQueueEntryMT as TQE on ST.id=TQE.SchedulerTaskID
inner join OrionTaskQueueMT as TQ on tq.id=TQE.TaskQueueEntryID
WHERE ST.name like '%db clean%' or st.name like '%Task Queue Maintenance Task%'

Example Output:

ID	Name	UniqueKey	Enabled	Type	State	Local Start Time	Local Queued Time
4	Task Queue Maintenance Task	scheduler.taskQueue.maintenance	1	3	Queued	2022-02-28 10:43:00.000	2022-02-28 10:43:15.267
7	DB Clean-up Task	ClientTaskCleanupTask	1	3	Queued	2022-02-28 11:00:00.000	2022-02-28 10:00:13.720
35	DC DB CleanUp Task	DbCleanupTask	1	3	Queued	2022-02-28 10:43:00.000	2022-02-28 10:43:15.263

Related Information

To contact Technical Support, go to the Create a Service Request page and log on to the ServicePortal.

If you are a registered user, type your User ID and Password, and then click Log In.
If you are not a registered user, click Register and complete the fields to have your password and instructions emailed to you.

Affected Products

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Knowledge Center

An Agent Wakeup call or Agent Push server task doesn't expire if the client computer can't be reached

Environment

Problem 1

Problem 2

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Title

Title

Knowledge Center

An Agent Wakeup call or Agent Push server task doesn't expire if the client computer can't be reached

Environment

Problem 1

Problem 2

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Choose your region

Title

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