Troubleshoot Patch Manager

This section provides basic troubleshooting procedures for Patch Manager. See Patch Manager Logging and Troubleshooting for basic troubleshooting steps you can use in your Patch Manager deployment. See Patch Manager Diagnostics for details about running the Patch Manager Full Diagnostics utility.

General issues

Issue How to troubleshoot and resolve

Drive consuming too much space on the WSUS server hosting WSUS content

WSUS views display inaccurate information

WSUS connection timeout errors

These issues occur when the WSUS database or the disk storing WSUS content is full. As a result, the Patch Manager Web Console can timeout when you select any WSUS view.

To resolve these issues, use the Server Cleanup Wizard to remove all unnecessary updates based on rules. This procedure will free up space on your disk and help your WSUS server run at optimal performance.

See Remove unnecessary updates from the WSUS server for details.

See The complete guide to Microsoft WSUS and Configuration Manager SUP maintenance on the Microsoft Support website for additional methods to maintain your WSUS server.

Unable to change the Eminentware Data Grid Server account or password

See Change the account or password used for the Patch Manager service for details.
The Server Publishing Setup Wizard fails when generating a self-signed WSUS certificate See How to create a self-signed WSUS certificate when the Server Publishing Setup Wizard fails for details.
Unable to connect to the Patch Manager clients using WMI See Unable to connect to clients using WMI for details.
Unable to connect to the Patch Manager server using a remote console See Unable to connect to the Patch Manager server using a remote console for details.
Issues with a downstream WSUS server See Troubleshoot downstream WSUS server issues in Patch Manager for details.
Troubleshooting WMI connections

When you target a remote system for a Managed Computer Inventory task, Patch Manager displays that system in the Enterprise > Managed Computers node. Select a system in the center pane of this view to see useful information about the most recent WMI connection attempt.

Managed Computers and Update Services do not display an identical list of managed computers See Managed Computers and Update Services inventories do not match for details.

Error messages

Error How to troubleshoot and resolve
Error when performing an Advanced install with Microsoft® SQL Server 2012 The SQL Server® name was not entered correctly during the installation. See Error when installing Patch Manager on Microsoft SQL Server 2008 or 2012 for details.
Error message stating that you exceeded the allowed license count SolarWinds licenses Patch Manager according to the number of managed systems. Managed systems include all WSUS, ConfigMgr, and Patch Manager servers, as well as all managed clients. The Primary Application Server (PAS) calculates the number of managed systems using the Managed Computers and Task History nodes located in the Patch Manager menu. See License Count exceeded error in Patch Manager for details.
Access Denied error when you connect Patch Manager to a remote computer This error can occur when you deploy updates to remote systems or execute other tasks on a remote computer, such as opening Computer Explorer. See Troubleshoot Access Denied Errors in Patch Manager for details.
Error when generating a report See Error displays when generating a Patch Manager report for details.
CreateDirectory Failed error when publishing updates to WSUS See CreateDirectory Failed error when publishing updates to WSUS for details.
"Invalid Namespace" errors from the Patch Manager server or managed clients

This error occurs when the Patch Manager server cannot access the WMI Providers or the WMI Providers are not present on the client systems.

See Troubleshoot "Invalid Namespace" errors from the Patch Manager server or managed clients for details.

"Failed to publish packageName" error when publising packages from Patch Manager to the WSUS server See Unable to publish packages from Patch Manager to the WSUS server for details.
"Verification of Signature failed for file " error when publising packages from Patch Manager to the WSUS server See Publishing packages error: Verification of Signature failed for file in Patch Manager for details.
Access Denied error See Troubleshoot Access Denied errors in Patch Manager for details.
License count exceeded error when starting the Patch Manager Administrator Console See License count exceeded error in Patch Manager.
API Mismatch error

This error occurs when Patch Manager servers are not running identical Microsoft Windows Server® operating systems.

If Windows Server Update Services (WSUS) is configured on a separate system with a different Windows Server operating system, install and enable the Automation Server role on that server to translate the API communications between the WSUS server and the Primary Application Server.

See WSUS API Mismatch error in Patch Manager for details.

Error code 1064: could not start the EminentWare Data Grid Server Service See Troubleshoot Patch Manager error 1064 for details.
Troubleshooting Microsoft installer error messages and failures When you deploy a Microsoft® Installer (MSI) package and the installation fails, troubleshoot the issue at the installer lever. For example, you can run the installer from the command line or troubleshoot MSI logging. See Troubleshooting Microsoft Installer Error Message and Failures for details.
HTTP status 401 error when connecting to a WSUS server This error can occur when you connect to a WSUS server from the Patch Manager server. See HTTP status 401 error when testing the WSUS connection to Patch Manager for details.
Incompatible installation type error The Patch Manager installer does not support an installation on Web Only versions of Orion. See Error: Incompatible installation type found for details.
Invalid name space error from the Patch Manager server or managed systems The Patch Manager server can generate an Invalid namespace error when User Account Control (UAC) prevents the server from communicating with the WSUS server. Managed clients can also receive this error when WMI Providers are not installed on these systems. See Troubleshoot Invalid Namespace Errors - server or managed clients for details.
Timeout error when you execute an Update Services task Timeout issues can be caused by an unhealthy update server. See Troubleshoot Timeout Errors in Patch Manager for details.
Error when connecting to a WSUS server: Failed to retrieve the Update Server Information See Patch Manager cannot retrieve the Update Server information for details.
Error when connecting to an Application Server See Unable to connect to the Application Server for details.

Downstream WSUS server issues

The following issues may occur due to downstream WSUS server configurations:

  • Systems cannot be moved from an unassigned group
  • Systems will not change groups
  • Options to change groups or settings are disabled in WSUS
  • Patch Manager reports only display upstream server information
  • The downstream WSUS does not display added systems

When a WSUS server is in Replica Mode, it inherits the update approvals and computer groups from the parent WSUS server. Most options and settings are disabled (including moving computers and group) because the downstream WSUS server mirrors the parent WSUS server. As a result, a generated report will only show the upstream WSUS server to prevent duplicate information.

The following table lists the differences between autonomous and replica downstream WSUS server configurations.

Autonomous Downstream Replica / Downstream
Uses another WSUS server as the master repository. Any updates downloaded by the master server are available to the downstream server. Uses another WSUS server as the master repository. Any updates downloaded by the master server are available to the downstream server.
Not required to be in the same Active Directory forest as the master to provide full reporting. Must be in the same Active Directory forest as the master to provide full reporting.
Allows individual approvals for updates different from the master. Updates must be approved on the upstream (master) server. Mirrors update approvals, settings, computers, and groups from its parent.
Downstream WSUS servers must be administered separately. Downstream WSUS servers are administered by the upstream server.
Allows flexibility in creating computer groups. Reports on status of its clients available to the master server.
Reduces overall bandwidth off-campus as the updates are downloaded from Microsoft once and then distributed to other servers. Does not upload reports to the master server.

To resolve downstream WSUS server issues, adjust the settings using the WSUS Administration Console.

  1. Log in to the server hosting WSUS Server.
  2. Open the WSUS Administration Console.
  3. Expand the server name and click Options.
  4. In the Options pane, click Update Source and Proxy Server.
  5. On the Update Source page, select Synchronize from another Windows Server Update Service server.
  6. In the Server name field, type the name of the local upstream WSUS server.
  7. In the Port number field, type the port number that this WSUS server will use to communicate with the upstream WSUS server. The default port number is 80 (port 8530 on Windows Server 2012).
  8. Deselect the This is a replica of the upstream server option, and then click OK.