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Lansweeper detecting old assets as 'new' since 7.1

Posted: Friday, March 8, 2019 2:52:12 PM(UTC)
JSchlackman

JSchlackman

Member Original PosterPosts: 10
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Since installing 7.1.40.5 yesterday morning, 5 of my 151 Windows assets have their records 'reset' as if they are newly detected machines.

Their First seen date is set to some time in the last 24h, and when I checked one record while while it was happening the record was blank while the 'initial' scan was made, exactly the same way it would be if it was a genuinely new asset. This is problematic because all history on the affected assets has been wiped out, along with all fields that were filled in manually (Contact, Order, custom fields, etc).

Is anyone else seeing this and has ideas on how to stop it? I've been using Lansweeper for nearly 10 years and have never seen anything like this before.

(I'm contacting support with the same information but I wanted to get it on here too in case anyone else was seeing the same thing.)
JSchlackman
#1JSchlackman Member Original PosterPosts: 10  
posted: 3/8/2019 3:33:01 PM(UTC)
Just spotted something relevant in the Errorlog.txt: of the 5 machines affected, 4 of them are specifically mentioned in the last 4 lines of the error log:

Code:
2019-03-07 15:31:50,895 [146] INFO  CAQH\CAQCWLT188530\1: Could not retrieve AssetID from Assetunique
2019-03-07 21:10:13,042 [56] INFO  CAQH\CAQCWLT192146\1: Could not retrieve AssetID from Assetunique
2019-03-08 08:14:50,141 [97] INFO  CAQH\CAQCWLT188532\1: Could not retrieve AssetID from Assetunique
2019-03-08 08:35:25,407 [11] INFO  CAQH\CAQCWLT192574\1: Could not retrieve AssetID from Assetunique
JSchlackman
#2JSchlackman Member Original PosterPosts: 10  
posted: 3/8/2019 5:06:34 PM(UTC)
By comparing with a recent export I've just discovered 6 more Windows assets that have completely vanished from Lansweeper. They are active in AD and I don't have any of the delete options set in cleanup.

I know I'm not deleting assets, and there is only 1 other admin in our install and according to the login report he hasn't logged in for months.
JacobH
#3JacobH Member Posts: 162  
posted: 3/9/2019 1:13:35 AM(UTC)
keep us posted - i'm holding off on upgrading at the moment
JSchlackman
#4JSchlackman Member Original PosterPosts: 10  
posted: 3/9/2019 2:28:40 AM(UTC)
Unfortunately I haven't heard anything back from support yet beyond the auto-reply with a ticket number.
JacobH
#5JacobH Member Posts: 162  
posted: 3/9/2019 4:00:09 AM(UTC)
I think they are in Europe/Brussels timezone - generally during the week they respond within 24 hours...

Esben.D
#6Esben.D Member Administration Posts: 1,676  
posted: 3/11/2019 10:29:35 AM(UTC)
You'll get a reply soon. Most likely with debug instructions.
JSchlackman
#7JSchlackman Member Original PosterPosts: 10  
posted: 3/11/2019 2:03:31 PM(UTC)
I did get a response about half an hour ago but they are treating it as a merge issue despite the fact that some records have vanished with no new record being created. They asked for some screenshots and a testconnection.exe log, which I've provided along with some clarification so hopefully they will be able to see something else is going on. Ticket #770914.

Unfortunately I've had a few more assets records disappear over the weekend and due to the continued data loss I will be restoring from a pre-7.1 backup at the end of the day if the problem is not resolved. If that stops the issue (which I suspect it will) I won't be available to troubleshoot after that.
JacobH
#8JacobH Member Posts: 162  
posted: 3/11/2019 2:11:25 PM(UTC)
I appreciate the updates -

Fortunately, the application is very easy to restore...

I generally wait about a month before any major updates, and depending on how critical the setup is, have a development/sandbox server where I mess with it, with prod data restored to it, first.

I definitely did that going from LS 6 to LS 7 - and kicked the tires of LSAgent, which turned out, would have been a disaster if I deployed in production.


Keep us posted! and thanks again.
JSchlackman
#9JSchlackman Member Original PosterPosts: 10  
posted: 3/11/2019 2:18:06 PM(UTC)
With other applications I generally do the same - but this is the first time I've ever had any issue with Lansweeper in a decade of use (maybe I've been lucky but that's an impressive record in my book). As a result I've become very trusting of updates and typically install them as soon as they become available. I will be re-evaluating that from now on.
JSchlackman
#10JSchlackman Member Original PosterPosts: 10  
posted: 3/12/2019 1:49:17 PM(UTC)
Update: I had a couple more interactions with support, which included detailed debug steps. Unfortunately I wasn't able to perform them all as our MSPs backup configuration turned out to be more limited than I had anticipated and they weren't able to get me a restore snapshot that was useful for troubleshooting. For now I am back on 7.0.151.4.

However, Lansweeper support did confirm this morning that they have observed the symptom I was seeing internally, so they may be able to nail down the problem even before I can find the time to upgrade again and retest.
njordur
#11njordur Member Posts: 13  
posted: 3/13/2019 12:12:41 PM(UTC)
I confirm this has happened in our environment as well... approx 900 assets have been registered as new. I'm going to revert to the older version.
Esben.D
#12Esben.D Member Administration Posts: 1,676  
posted: 3/13/2019 2:00:09 PM(UTC)
Both support and development are working on it as it does seem to not be an isolated issue. I'll try and keep you updated as much as possible. But for future reference I would always recommend creating a backup before updating just in case ;)

As for right now, we're investigating the cause both in-house and with people who have contacted support so we can get a hotfix out ASAP
Esben.D
#13Esben.D Member Administration Posts: 1,676  
posted: 3/14/2019 4:58:15 PM(UTC)
Quick update:

We've located the root cause of the issue, AWS asset merging was also taking effect on Windows assets. We're trying to push out this hotfix ASAP and I'll give an update when it's online.
coffee2000
#14coffee2000 Member Posts: 3  
posted: 3/16/2019 8:27:43 PM(UTC)
Same issue here. I configured an e-mail report when new computers are added to our domain. Since the upgrade to 7 I receive a mail every day with 2-4 computers being added even though they've always been an asset (and every day there's the same computer).

Weird...
Esben.D
#15Esben.D Member Administration Posts: 1,676  
posted: 3/17/2019 1:57:08 PM(UTC)
On Friday, version 7.1.50.1 which included a hotfix for this issue was released. You can head over to the download page to download it.
JacobH
#16JacobH Member Posts: 162  
posted: 3/18/2019 4:18:36 PM(UTC)
Excellent tracking post!


Please keep this post updated if anyone confirms the issue is resolved
klaus
#17klaus Member Posts: 12  
posted: 4/1/2019 12:18:54 PM(UTC)
We have the same problem with 7.1.40, but we don't have AWS scanning enabled. Is moving to 7.1.50 going to help us?
Esben.D
#18Esben.D Member Administration Posts: 1,676  
posted: 4/1/2019 2:30:31 PM(UTC)
Originally Posted by: klaus Go to Quoted Post
We have the same problem with 7.1.40, but we don't have AWS scanning enabled. Is moving to 7.1.50 going to help us?


Yes. The problem was that the AWS merging code was not targeted correctly. Which caused it to sometimes also merge other assets.
klaus
#19klaus Member Posts: 12  
posted: 4/3/2019 9:55:27 AM(UTC)
Originally Posted by: Esben.D Go to Quoted Post
Originally Posted by: klaus Go to Quoted Post
We have the same problem with 7.1.40, but we don't have AWS scanning enabled. Is moving to 7.1.50 going to help us?


Yes. The problem was that the AWS merging code was not targeted correctly. Which caused it to sometimes also merge other assets.


Many thanks Esben

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