Devicemanager 4.7 SP3 and SP4 break thinclient HPDM agents

[FrankWest]

Hi,

any update on this case or do you have a link where I can submit a case without needing to have a support agreement?

[Chen_HPDM]

No update from R & D as of now - still not able to reproduce the issue.

I don't have a link, but you may try to ask support team for a "HPDM" case instead of "t5740" case.

[FrankWest]

Ok, I'll try. If support wants to, they can do a remote session with me. On our systems it's easy to reproduce. I had it on 8 systems I've tried so far.

Also, do you have a link to the full setup package of the agent so I can reinstall it on those failed updated clients.

[Chen_HPDM]

The agent files are in already in your DM Repository

- For WES 64 bit Agent, you can copy the agent file and double click it to install.

- For 32 bit Agent: 

        copy the update.exe and hpdmagent.exe to thin client manually 

        Create run.cmd file in the same folder as above with command of:

copy .\hpdmagent.exe c:\windows\temp
update c:\windows\xpeagent\hpdmagent.exe c:\windows\temp\hpdmagent.exe 0
net start hpdmagent

        Execute run.cmd

[FrankWest]

Hi,

sorry for the late response I was on vacation.

Even when installing the agent manually it doesn't work. I still get the LIBEAY32.DLL error during the installation of the agent.

I've tried contacting support, but they won't help me.

Frank.

[FrankWest]

This is the first part of the output of run.cmd, it's in Dutch, but the red lines mean that the copy operation fails because files are in use. This is probaly the line where LIBEAY32.DLL is being copied. There's also another file that also fails to copy.

Y:\Repository\Agents\HPXPe>run.cmd

Y:\Repository\Agents\HPXPe>copy .\hpdmagent.exe c:\windows\temp
1 bestand(en) gekopieerd.

Y:\Repository\Agents\HPXPe>update c:\windows\xpeagent\hpdmagent.exe c:\windows\temp\hpdmagent.exe 0

7-Zip SFX 15.06 beta : Copyright (c) 1999-2015 Igor Pavlov : 2015-08-09

Extracting archive: c:\windows\temp\HPDMAgent.exe
--
Path = c:\windows\temp\HPDMAgent.exe
Type = 7z

Everything is Ok

Service UnInstalled Successfully
1 bestand(en) zijn verplaatst.
1 bestand(en) zijn verplaatst.
Er is geen toewijzing uitgevoerd tussen accountnamen en beveiligings-id's.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
Het proces heeft geen toegang tot het bestand omdat het door een ander
proces wordt gebruikt.
0 bestand(en) gekopieerd.
Het proces heeft geen toegang tot het bestand omdat het door een ander
proces wordt gebruikt.
0 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
c:\windows\temp\files\tools\regflush.exe
c:\windows\temp\files\tools\xwf.exe
2 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
1 bestand(en) gekopieerd.
C:\windows\temp\files\i18n\AGENT\de_DE.pro

[Chen_HPDM]

Hi Frank,

HPDM will not use the system library, we made a copy in the same folder as those agent files - you should be able to find the library under c:\windows\xpeagent.  So ideally it shouldn't be occupied by other process.

1. Try manually delete the file. I think you can't based on above log, but please try.

2. Check the VNC SSL Proxy Service in the Services to see if it is still running. Disable it and try removing library again.

If above two steps still doesn't work, please open the Resource Monitor on your local thin client, go to the Disk tab, check the Disk Activity panel - find out the process which is using LIBEAY32.DLL.

[FrankWest · Accepted solution]

Hi Chen,

I had to use the Sysinternal Process Explorer to view which process holds the file LIBEAY32.DLL in use, it wasn't shown in the resource managers' diskactivity.

I finally found the culprit! It appears that the VNC SSL Proxy Service holds the file open and it isn't stopped by the agent update package. When manually stopping VNC SSL Proxy Service and then applying the agent update it works fine.

So I've created a settings task which first disbales the VNC SSL Proxy Service. Then I send the update agent task. The update then completes successfully.

Looks like an issue with the agent update package which doesn't stop or disable the VNC SSL Proxy Service prior to replacing the files including LIBEAY32.DLL.

Frank.

[Chen_HPDM]

Spoiler

Thanks for the clarification Frank. 

I will forward those information to R & D for more investigation. 

[rmayer]

HPDM 4.7 Service Pack 5 just got released which includes additional checks while the Agent upgrade.

Can you try to upgrade to SP-5 and then do the Agent Update on one of the units that still has a working older Agent?

Tests in my lab show successful on where I encountered a similar issue on a customer image but the issue being gone after using SP-5. 

ftp://ftp.hp.com/pub/hpdm/Software/4.7/HP_Device_Manager-4.7SP5.zip

ftp://ftp.hp.com/pub/hpdm/Documentation/ReleaseNotes/ReleaseNotes_HP_Device_Manager-4.7SP5.pdf