Under review

Reinstall does nothing or ends the guest session

David Geddes 1 year ago updated 1 year ago 2

The process to upgrade the client software by selecting "Reinstall" from the web interface doesn't always work.  I've seen it happen quite often where if you select an Access session and hit "Reinstall", it doesn't seem to do anything, and then it might work later, perhaps after a reboot.

I was testing this, and tried to "reinstall" an old agent running 6.8.20124.6845 (the server is on 19.1.24050.7079), and instead of doing nothing, it knocked the Guest out of the session.  I think the software on the Guest is being killed in preparation for the upgrade, but then the upgrade doesn't happen.  If I reboot, the Guest joins the session again and the version is still 6.8.20124.6845.

If I manually install the new agent on the Guest, then it successfully upgrades it.

ConnectWise Control Version:
Server Affected:
Host Client Affected:
Guest Client Affected:

We recently registered an issue on this, but we've only seen it happening on Macs so far. Have you seen this on Windows guests also?

I haven't seen the issue on Windows where it ends the guest session.  However, I seem to have Windows computers where the reinstall command doesn't seem to do anything.

It seems like *maybe* rebooting the endpoint will then let the upgrade proceed.  However, I have a handful of Windows machines that just won't upgrade.