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Reboot Now button remains and/or end user reports ongoing patch reboot nag after reboot

KB#:  KKB000915

 

Symptoms:

  • After rebooting an endpoint, the "Reboot Now" button persists on the Patch Status page
  • After rebooting an endpoint, the end user continues to be prompted with the Patch Reboot nag
  • Machine Update page may list some patches as "Awaiting Reboot"
  • New patch installation cycles do not begin and Configuration Changes log indicates new install cycle cannot begin because a previous cycle is still in process
  • Installation cycle ran but patches still list in pending, even after reboot (there can be multiple causes for this, depending on when the endpoint was rebooted.  Please open a ticket with support if you need assistance troubleshooting this specific issue.).

Cause:

There are two likely causes of this issue

  1. The endpoint was rebooted using the "Reboot" agent procedure or by rebooting the endpoint manually (Start > Restart) OR
  2. The Uptime Log is not being collected so the "Last Reboot Time" on the Agent > Status page is not updating
Resolution:

 

  1. A Patch Reboot is accomplished only by clicking the "Reboot Now" button on the Patch Status page OR by assigned Reboot Action (reboot immediately, the user clicks "reboot now" on the Reboot nag, reboot at a specific time, etc.).  A Patch Reboot will schedule a patch rescan to run after the reboot completes and the agent begins checking in.  It is this post-reboot rescan that clears the flag in the database indicating that a reboot is needed.   If the endpoint is rebooted manually and the "Reboot Now" button remains or the user reports a continuing patch nag notification, navigate to Patch Management > Scan Machine, select the endpoint, and click "Run Now" to run a patch scan.  The scan will clear the Reboot flag and will update the patch status accordingly (installed, failed, user not ready, etc.).
     
  2. Patch Management currently relies on the "Last Reboot Time" indicated on the Agent Status page to determine the timestamp of the last reboot.  If a reboot has occurred after the most recent patch install cycle, then the rescan that runs will update the status of any pending patches to the appropriate status (installed, failed, user not ready, etc.).  The Last Reboot Time will update based on specific entries in the Agent Log.  These entries will post only if the Agent Uptime Log is being collected.  Navigate to Agent > Machine Status > Log History and verify that "Uptime Log" is configured to retain at least one day.   If Uptime Log is configured to retain zero days, change this value.  Save the changes and then reboot the endpoint.  Verify the Agent > Agent Status > Last Reboot Time reflects the reboot.  If necessary, run Patch Management > Scan Machine on the endpoint to clear the Reboot Now button.
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