Troubleshooting Software Metering Startup Failure in Configuration Manager: PrepDriver Issue

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Software metering in Microsoft Configuration Manager is a powerful tool enabling organizations to track and monitor application usage across their environment. This capability is essential for managing software licenses, ensuring compliance, and understanding how software assets are utilized. However, like any complex system component, the Software Metering Agent on client computers can encounter issues preventing it from functioning correctly. One specific error that administrators might encounter is related to the failure of a component known as PrepDriver, leading to the logged message: “Software Metering failed to start PrepDriver.” This article delves into this particular problem, exploring its symptoms, underlying cause, and providing detailed steps for resolution. Understanding the context of Configuration Manager and its client components is crucial for effectively troubleshooting such issues.

Understanding Configuration Manager Software Metering¶

Microsoft Configuration Manager (formerly System Center Configuration Manager or SCCM) provides a comprehensive platform for managing Windows endpoints. Among its many features, software metering stands out as a key capability for IT asset management. Its primary purpose is to collect data on how often applications are used on client devices and by which users. This information is invaluable for optimizing software license costs by identifying unused software that can be reclaimed or by determining the need for additional licenses based on actual usage.

The software metering process relies heavily on the Configuration Manager client agent installed on each managed device. This agent includes a specific component responsible for monitoring the execution of applications based on defined metering rules. When a user launches an application targeted by a metering rule, the client agent detects this event and records the usage data. This data is then periodically reported back to the Configuration Manager site server, where it is processed and stored in the site database, making it available for reporting and analysis. The integrity and proper functioning of the client-side metering components are therefore paramount to the success of any software metering strategy.

The Role of PrepDriver in Software Metering¶

The “PrepDriver” mentioned in the error message is a critical, low-level component necessary for the Configuration Manager Software Metering Agent to function correctly on a client machine. While Microsoft’s documentation might not always publicly detail the exact internal architecture of every driver, the name “PrepDriver” and its association with software metering strongly suggest it is a driver designed to hook into system processes or file access operations. This allows the Software Metering agent to reliably detect when an application executable file is accessed or launched.

Think of PrepDriver as a necessary interceptor at a foundational level within the Windows operating system. It provides the mechanism for the Configuration Manager client to receive timely notifications about application execution events, which is the core data source for software metering. Without PrepDriver successfully starting and operating, the Software Metering Agent on the client cannot effectively monitor application usage. Consequently, no metering data will be collected from that client, rendering the software metering feature ineffective for that device. The successful installation and initialization of PrepDriver are therefore essential steps during the Configuration Manager client setup process.

Identifying the Problem: Symptoms and Logs¶

The most direct and unambiguous symptom of the PrepDriver issue is the failure of the Configuration Manager Software Metering Agent to start or function properly. This failure is typically not silent; it manifests as a specific error message recorded within the client’s log files. The key log file for troubleshooting software metering issues on a Configuration Manager client is mtrmgr.log. This file is located within the Configuration Manager client logs directory, usually C:\Windows\CCM\Logs.

When the PrepDriver fails to start, opening mtrmgr.log will reveal an error entry explicitly stating: “Software Metering failed to start PrepDriver”. This message serves as a clear indicator that the problem lies specifically with this component and its initialization process. Administrators troubleshooting software metering problems should make checking mtrmgr.log one of their first steps. While other issues might affect software metering, this particular error message points directly to the PrepDriver as the root cause of the startup failure. Examining the timestamps around this error in the log file can also help correlate the failure with recent system events, such as reboots or software installations.

The Root Cause: Installation Order Conflict¶

Based on common support scenarios and the nature of system components like drivers, the root cause for the “Software Metering failed to start PrepDriver” error documented in this context relates to an incorrect sequence of software installations. Specifically, the issue often arises when a particular system update, such as the convenience rollup update for Windows 7 SP1 and Windows Server 2008 R2 SP1 (identified by KB article 3125574), is installed on a machine before the Configuration Manager client software is installed.

The Configuration Manager client installation process includes the necessary steps to install and register its various components, including the PrepDriver. This process relies on the operating system being in a state where these components can be correctly integrated. When a significant system update like KB 3125574 is applied beforehand, it might alter system files, registry keys, or driver dependencies in a way that conflicts with or prevents the subsequent successful installation of PrepDriver during the Configuration Manager client setup. In essence, the prerequisites or the environment expected by the client installer for PrepDriver deployment are disrupted by the presence of the rollup update, leading to the driver failing to install or initialize correctly. This specific installation order breaks the expected dependency or installation logic for the PrepDriver component.

Resolving the PrepDriver Startup Failure¶

Addressing the PrepDriver startup failure requires correcting the state of the client system to allow the driver and the Software Metering Agent to install and function correctly. Two primary resolution methods are typically effective in resolving this specific issue, both revolving around ensuring that the Configuration Manager client and its components, including PrepDriver, are properly installed after any potentially conflicting updates are handled or before they are reapplied in the correct order.

Resolution Method 1: The Reinstallation Sequence¶

The most reliable method to fix this issue involves a controlled reinstallation process. This ensures that the Configuration Manager client and the rollup update are installed in an order that prevents the conflict. The steps must be followed precisely to restore the system to a state where PrepDriver can be successfully integrated during the client setup.

Step 1: Uninstall the Rollup Update (KB 3125574). Begin by removing the convenience rollup update from the affected client machine. This can typically be done through the Control Panel, navigating to “Programs and Features,” then “View installed updates,” and locating and uninstalling the specific update (KB 3125574). A system restart might be required after the uninstall process completes. Removing the update temporarily restores the system state to one prior to the conflicting installation.

Step 2: Uninstall the Configuration Manager Client. Next, the Configuration Manager client software itself must be completely removed from the machine. The recommended way to uninstall the client is by using the CCMSetup.exe utility with the /Uninstall property from an administrative command prompt. You can typically find CCMSetup.exe in the C:\Windows\CCMSetup directory if the client is still partially installed. Executing CCMSetup.exe /Uninstall initiates the clean removal of all Configuration Manager client components, including any potentially corrupted or improperly installed parts of PrepDriver. Monitor the uninstall process using the ccmsetup.log file in C:\Windows\CCMSetup\Logs to ensure it completes without errors.

Step 3: Reinstall the Configuration Manager Client. Once both the rollup update and the client are uninstalled, proceed with a fresh installation of the Configuration Manager client software. Use your standard deployment method, whether it’s client push from the site server, manual installation using CCMSetup.exe with appropriate parameters, Group Policy, or software update-based installation. Ensure the installation source is accessible and that the client installation process completes successfully. This step is critical because it’s during this process that PrepDriver should be correctly installed and registered in the operating system. Verify the installation progress and success by reviewing the ccmsetup.log and client.msi.log files in the client logs directory (C:\Windows\CCM\Logs).

Step 4: Reinstall the Rollup Update (KB 3125574). After the Configuration Manager client has been successfully installed and verified, you can now safely reinstall the convenience rollup update (KB 3125574). Installing the update after the client ensures that the system state is compatible with the previously installed PrepDriver. Install the update using your preferred method, such as Windows Update, WSUS, or deploying it via Configuration Manager itself. A system restart might be required after the update installation.

Verification: Following these reinstallation steps, check the mtrmgr.log file again. Look for the absence of the “Software Metering failed to start PrepDriver” error message. You should ideally see messages indicating that the Software Metering Agent is starting and functioning correctly. Also, verify in the Configuration Manager console that the client is reporting software metering data (though this might take some time).

Resolution Method 2: Manual PrepDriver Installation¶

A potential alternative, although less commonly detailed and relying on internal component specifics, would be to attempt to manually install or re-register the PrepDriver component without a full client reinstallation. The original source information for this issue mentions running “the following command from a command prompt” for manual installation. However, it is important to note that the specific command for manually installing PrepDriver was not provided in the source data used for this article.

Therefore, while the concept of manually dealing with a specific driver component exists in Windows administration (e.g., using tools like pnputil for PnP drivers, sc for service control, or executing a specific driver installer executable), the exact steps or command for PrepDriver in the context of Configuration Manager are not available here. If this method were to be pursued, it would require specific knowledge of the PrepDriver component’s installation mechanism, likely involving locating its driver files within the Configuration Manager client installation directory and using appropriate Windows utilities or a dedicated installer provided by Microsoft (if one exists). Without the precise command or procedure, this method remains theoretical based on the brief mention in the source and cannot be detailed here. Resolution Method 1, the controlled reinstallation sequence, remains the proven and documented approach.

Verifying the Fix¶

Beyond just checking log files, verifying the fix involves confirming that Software Metering is actually working as intended on the client. The primary way to do this is to monitor the mtrmgr.log file for successful startup messages and normal activity indicating that it is monitoring processes. Look for entries confirming that the agent initialized and is watching for applications.

Furthermore, observe the client’s status and data in the Configuration Manager console. After some time (depending on your software metering rules and client reporting cycles), you should start seeing usage data for metered applications appearing in the Configuration Manager database. This data can be viewed through built-in reports or custom queries. If usage data for applications known to be used on the client is flowing into the console, it’s a strong indication that the Software Metering Agent and PrepDriver are functioning correctly. Checking the overall client health status in the console is also advisable, as this can highlight any lingering issues with the client agent.

Preventing This Issue¶

The key takeaway from the cause of this issue is the importance of installation order. To prevent the “Software Metering failed to start PrepDriver” error related to convenience rollup KB 3125574 and potentially other similar updates, always plan your deployment sequence carefully. It is generally recommended to install core infrastructure components, such as the Configuration Manager client, onto a clean or base operating system image before applying large cumulative or convenience rollup updates.

If you are deploying operating systems using Configuration Manager task sequences, ensure that the “Setup Windows and ConfigMgr” step occurs before steps that install significant updates like rollups. For machines where the client is already installed, exercise caution when deploying large updates that might touch low-level system components. Ideally, test the deployment of such updates on a pilot group of machines to identify potential conflicts before wide-scale deployment. Maintaining a standard, well-tested installation order for base images and update deployments is the most effective preventative measure.

Further Troubleshooting Steps¶

If the reinstallation sequence (Resolution Method 1) does not resolve the issue, or if you encounter other errors in mtrmgr.log after attempting the fix, further troubleshooting might be necessary. This could involve:

• Checking WMI Health: The Configuration Manager client relies heavily on Windows Management Instrumentation (WMI). Corrupt WMI repositories can cause various client issues, including component failures. Use tools like winmgmt /verifyrepository and potentially winmgmt /resetrepository (use with caution) to check and repair WMI.
• Reviewing Other Client Logs: Examine other Configuration Manager client logs (ccmexec.log, clientlocation.log, etc.) for errors that might indicate broader client health problems affecting multiple components, not just software metering.
• Checking Event Viewer: Look at the Windows System and Application event logs on the client for errors or warnings logged around the time the Software Metering Agent fails to start. These can sometimes point to underlying operating system issues or conflicts with other installed software or drivers.
• Antivirus Interference: Ensure that your antivirus software is not interfering with the Configuration Manager client installation directory (C:\Windows\CCM and C:\Windows\CCMSetup) or blocking the PrepDriver component. Temporarily disabling antivirus (in a controlled test environment) can help rule this out.
• Permissions: Verify that the Local System account (under which most client components run) has sufficient permissions to access necessary files and registry keys.

In summary, the “Software Metering failed to start PrepDriver” error in Configuration Manager, particularly after installing convenience rollup KB 3125574 before the client, is a direct result of an installation order conflict. The recommended resolution involves uninstalling the rollup and the client, then reinstalling the client followed by the rollup. Proper installation sequencing and diligent log file review are key to resolving and preventing this specific software metering issue, ensuring your Configuration Manager environment provides accurate application usage data for effective IT asset management.

Encountered this issue? Have you found other solutions or tips for troubleshooting PrepDriver failures? Share your experiences and insights in the comments below to help the community.