Hey folks – has anyone encountered this issue before? A simple upgrade from version 5.5 to 5.7 has resulted in half of my endpoints still showing the “yellow” agent upgrade status. Additionally, half of my endpoints are now inaccessible, which is causing operational disruptions. Each time we try the agent upgrade button; the following errors are generated in the logs.
Simplehelp support has been completely unresponsive or unhelpful despite my direct emails and the ticket I opened through their support site. Hoping someone out there has seen this and can help.
04/01 15:43:41.779: M648-04 20:43:41.779 (+ 4198) [MRegistry] [SG_2105598640406357] Not asking Group/Server - Server 2022 to update from SSuite-5-5-20240916-151140 to ours (20241016-222143) because we already did so recently
04/01 15:43:41.799: M648-04 20:43:41.799 (+ 20) [MRegistry] [SG_2105598640406357] Not asking Group/Wks - Workstation Win 10 to update from SSuite-5-5-20240916-151140 to ours (20241016-222143) because we already did so recently
I’m running into the same issue with the new release. I get the same entries in my log files. The only ‘fix’ I’ve found is to login to the clients using a different method, downloading the client from our server, install it then finally hit the stop button to stop the service and then hit the start to get it going. At this point the machine is accessible again. Unfortunately this is a major challenge for remote machines we can’t access without someone local.
Have you found a fix for this?
I am planning moving from 4.1 to 4.4, then 5.5.8
I have been testing in a VM environment and the jump from 4.1 to 4.4 seems to work fine, but when going to 5.5.8, I cannot connect to the clients and they drop offline after a reboot. I’ll be looking more into it tomorrow.
We never really found fixes for most of the issues we ran into upgrading from around 5.0.x:
Around 25% of the machines would not upgrade and required getting access using other methods to install the new client.
Of of the machines that did upgrade some have the client service off after a reboot. I think this is fixed by downloading the new client and doing the stop, start that I mentioned above. You can do this remotely though a SimpleHelp connection as it won’t kick you off when you stop the service.
None of the machines will show the Remote Access Configure if they had the old version installed. My only fix for this has been to get other local access, download the new client and use the uninstall from one of the tabs when it comes up. Even then, some fail to uninstall completely and the fix is to exit and then delete the old directory. At this point one can run the new client again to install. Unfortunately, this ends up creating a second entry on the server for the machine as it thinks it is a new one.
I would be very hesitant to upgrade from your 4.x to the latest if you don’t have another method to access the remote machines. If you do, based on my experience, I would just uninstall the old clients before upgrading the server and then re-install. That’s a rough one if you have as machine clients as we do.
After my upgrade from 5.4.10 to 5.5.8 for every three client companies there was one machine that didn’t update. Those machines showed a yellow/orange dot with an exclamation. I let them stay as is and found that clicking connect to them forced the update. Perhaps that is a different scenario than your experience but I thought I would mention it
It is a bit different. The ones we had that stayed in that state could not be connected to (and wouldn’t update). The only fix was a manual install with the method I posted about above.
Unfortunately, some of those that did update would have the service stopped after a reboot, too.
They were helpful but at the end of the day, we still had around 25% with issues that required manual fixes. All of them required manual removal and re-install to get access to the Remote Access Configure again.
I’d tend to agree with them on the 4.4 very old. I’d admit our version way out (6 years or more) and it was newer than yours.
Unfortunately, there was no good fix for the vulnerability other than an upgrade as far as I could tell for our setup (and I would assume most others). You’re probably going to need hands / local support to fix the broke ones. If you have this, I recommend uninstalling the old client using my instructions on an earlier post in this thread and then installing the new.
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