SMS advertised programs are not received or not installing
After you have submitted a request for a software package installation, the technician notifies you (with an email containing a link to your original NorthStar request) that the software package has been sent to your machine via an SMS push. The advertised program may take several hours to arrive and become available in your Run Advertised Programs view within Control Panel.
If the software is still not showing up after several hours, you should verify your SMS client is working properly. You can either run an automated repair, proivded in Eureka! document 14115 — SMS Client automated repair utility, or follow manually use these steps:
If you are still not able to receive or successfully install the advertised program after completing these steps, log a NorthStar ticket for assistance. For instructions on how to log the NorthStar ticket requesting troubleshooting assistance with the SMS 2003 client, click here.
Make sure your SMS client Service is running
To verify the SMS client Service is running on your machine, follow these steps:
Click Start, Programs, Administrative Tools, and select Services.
In the "Name" column, the SMS Agent Host service must nave a "Status" of Started.
If the Service is not started, double-click on the SMS Agent Host.
Make sure the "Start Up" type is Automatic.
In the "Service status:" press the Start button if the service is not already "Started."
This service should remain started. If it does not, please log a NorthStar ticket for assistance. For instructions on how to log the NorthStar ticket requesting troubleshooting assistance with the SMS 2003 client, click here.
Click here to go back to the beginning of this document.
Make sure your SMS client has a site defined.
To verify or update your SMS site definition, follow these steps:
Click Start, Settings, Control Panel.
Double-click Systems Management.
Click on the "Advance" tab.
If the SMS Site field is blank, press the Discover button in the "SMS Site" section.
The client then searches for an appropriate site, and display a message box tells either the site has been updated. Click OK.
Click OK to close the Systems Management window.
If the site was the cause of the issue, advertised programs will begin to arrive within the next few hours.
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Make sure your SMS client has the correct number of Actions defined
The SMS client, when fully configured has nine actions associated with the client. If your client has fewer than nine actions showing, it has not been fully configured.
Click Start, Settings, Control Panel.
Double-click Systems Management.
If there are fewer than nine actions showing, please log a NorthStar ticket for assistance. For instructions on how to log the NorthStar ticket requesting troubleshooting assistance with the SMS 2003 client, click here.
Click here to go back to the beginning of this document.
Creating a NorthStar ticket for SMS 2003 client troubleshooting assistance
Launch NorthStar and log in, if necessary. For more information about launching NorthStar, see Eureka! document 70001 — How to create a ticket in Northstar.
On the left side of the screen, click on the Log Service Ticket link.
On the contact screen, make sure the information is current and indicate how you would like to be contacted if there are any questions.
Click Next.
Choose Software Applications and click Next.
For "What application are you using?" choose SMS Software Installations.
For "What problem are you experiencing?" choose I have an issue with my install or configuration.
Enter your Operating System and Connection information.
In the line subject, briefly describe the nature of your issue.
You may enter additional information in the Description box, if needed.
Your NorthStar ticket has been submitted.
Click here to go back to the beginning of this document.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 2004
All rights reserved.
Created: pmg 07/30/2004
Revised: pmg 10/28/2004
Reviewed: 10/28/2004