Symptoms

Protect is detecting a Patch that should not be detected as missing.

Resolution

Before performing the following, please update to the latest XML data by going to Help > Refresh Files and them perform another scan against the machine(s). This issue might be fixed in a later XML release than you are currently using.

From The Protect Console:

1. Click on Results tab.

2. Choose the most recent scancontaining the specific patch.

3. Click on the machine containing the specific patch.

4. Click on the specific patch.

5. View why Protect detects the patch as missing.

6. Click on the linked Qnumber to be taking to documentation regarding this patch. Most of the time this will include the detection logic.

7. Browse to the location referenced in step 5 to verify the information found in step 5 and 6.

See below for more information.

Also note the Downloaded File name.

On the Target:

Browse to C:Windows\ProPatches\Patches and find the specific patch. If you have previously deployed this patch and it failed, manually try to run the patch.

Take any screenshots of any errors such as the one below.

Information to Send to Support

If you experience these errors, please create a support case at support.shavlik.com or by calling into support. If you choose to call into support, please gather this information before calling in.

Gather the following information:

Before doing the following, please download the latest XML data by going to Help-Refresh Files.

• The Bulletin ID & Qnumber of the patch in question. This information can be found in Step 4 above.

• Clear your logs, and do a rescan and/or deployment.then gather the log. Please do this by following this guide for console logs:community.shavlik.com/docs/DOC-22921

• A DPD Trace gives more information on how Protect detects certain patches.

      Please gather a DPD trace on the target machine by following this guide:Gathering a DPD Trace

• Screenshots from Step 5 from the console, Step 7 from the target and if applicable, the error when the patch is manually installed.

• (optional, but helpful) An Export of the following registry keys from the target system:
  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall
  • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products
    • NOTE: Also obtain the corresponding keys under WOW6432node if on a 64bit system.

Affected Product(s)

Shavlik Protect 9.x