how to apply sp4 for BESR2010

[Linas]

Trying to resolve this known issue

“Description: Error EBAB03F1: Operation aborted.

Info 6C8F17E7: An automatic recovery point was not created because an earlier recovery point from the same job was still in progress.

Details: Operation aborted”

So Symantec came out with a Patch SP4

So I have been working with support for a month and a day waiting so some help

I started with a call to support to install the patch with support help we used Symantec Installation Manager and started the process we got several error messages I guess this is normal is starts the install before downloading the update and error out them after the download it retries and continues

Well I was closeing some backround windows and killed the upgrade so restated and erros products not istalled properly

Support called back and we did  repair and seemed ok

 but now can not select products to upgrade ?

something wrong with font like there is no text

so the case got escalated to next level support and has deen there since started the case Feb 03 2012 next level support got involved Feb 27 2012 well not really the message I got is “ACTION:
researching possible causes of SIM display”

It is now March 8 2012 how much long??

This is a simple patch for known problem

Any body else have issues with Symantec Installation Manager

[Linas]

i checked case comments and it sed Calling customer now

but have not goten a call?

[Linas]

We tried to push patch but because the console in not acting properly

Tech gave up untill Altiris Support calls to resolve issues with the console

Altiris has not called

I did get a message from Altiris that Monday is a Holiday in Argentina so he will be unable to call Tuesday.

What about all the other days of the week?

They haven’t called since Apr 19 and I missed that call and before that Apr 8^th

How long are Holidays in Argentina?

[Linas]

Why didn’t They call the 20 days before the Holiday?

[Linas]

Tech called not sure about case not sure what to do don’t see errors

We tried to run reports and got error on every report same error

But no error in Altiris Log viewer?

Did find an SQL error that happened last night so he found some tech article on this error and we have to backup database and run some query on SQL

But he has to go to another appointment and he told me he will call back

So after 28 days waiting for support to call this is how far I got with my issue?

[Linas]

Support has not called since and no email just waiting

[Linas]

So the tech emailed me asking for status

I told him I am still waiting for him to call back

As we talked on the phone last time when he had another appointment and would call back

but didnt and emailed status request insted?

[Linas]

Got another email from tech asking me status

And told him I am still waiting on his call

I told him several times I do not know how to do the procedure he asked me to do and that I am still waiting on his call

[Linas]

Tech called after I asked for update on the case?

We went over the issues and he told me he is escalading the case

I thought I was at the top level already I guess in a way I am glad that this support person is not the top he is not sure what he is doing

On the other hand I am very upset this should have been Escaladed months ago

Months not weeks of days but months ago!

[Linas]

He actually called at the scheduled time

Not like the last tech who scheduled the time then 3 weeks later told me he couldn’t call because of a holiday then called 1 week after that so 4 weeks after the scheduled call did he actually call didn’t help he didn’t know what to do any way I wish he would have escalated the case 3 months earlier 

After an hour we found IIS services apps weren’t created properly after recreating them reports started working 

Now the next part of the case how to deploy the sp4 patch to clients

Oh a new guy took over this case too

[Linas · Accepted solution]

I was told no way to push the patch out

Because the system see’s the client installed and does not differentiate the version

So must uninstall and reinstall product witch means two reboots on each client

My users are going to love this

So a little over Six months to find out about the patch and have support resolve my issue

To fix the console and to find out how the patch works and how to deploy the patch