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Clients won't update screenconnect client

Jukesie 1 month ago updated 2 weeks ago 6

We have multiple clients running 21.1 or 21.2 but won't update further. Previously, we were able to select all clients, choose Reinstall, and it would just be a matter of time. Now, for some reason, we have multiple clients, maybe 400-500 out of 700 that won't update to the latest release.

Any ideas?

ConnectWise Control Version:
Other (please specify)
Server Affected:
Host Client Affected:
Guest Client Affected:

Answer

Answer

You need to upgrade your server version to 21.4. After it successfully upgraded, you can look to reinstall the agents like normal. It should work.

Hi Jukesie,

The issue is fixed in the latest stable build 21.4. You can manually upgrade it from cloud.screenconnect.com to that release.

Thanks.

So, are you saying we have to manually install 21.4 on ALL those clients that haven't updated?

Or do you mean our ScreenConnect server build needs to be upgraded to 21.4?

Answer

You need to upgrade your server version to 21.4. After it successfully upgraded, you can look to reinstall the agents like normal. It should work.

Fantastic, much appreciated! I had visions of having to install it on every client there for a while. Thank you.

Don't bother, it will happen in 21.4, too. It has for us.

This has been a problem for years, but has gotten worse recently, especially on Windows 10 guests. No rhyme or reason, we've had it suddenly happen on guests that were able to be remotely reinstalled for months and on others on the first update after a fresh install of Windows. We've had it happen on some guests but not others that were identical hardware and a cloned image. Once a guest gets "the curse", it will never reinstall remotely again (well, without a complete OS wipe, which we once had to do to solve another problem). We've tried rebooting the guest, doing a full uninstall and reinstall, including wiping the registry entries, Windows\Temp, and ProgramData folders in between. Nothing fixes it.

Occasionally, we can get a guest to update if we reboot the machine and trigger the reinstall soon, but not too soon, after it comes back online. But the guest will still have "the curse" the next time we try a reistall.

One thing we've noticed is that guests that have "the curse" also cannot manually update ScreenConnect from the downloaded .exe file, only the .msi. Trying to run the .exe results in the message "This installation package could not be opened. Verify that the package exists and that you can access it, or contact the application vendor to verify that this is a valid Windows Installer package." The exact same .exe file, copied from the same local network share, runs fine on guests without "the curse."

Another is that after issuing a remote reinstall, these guests will have a couple of "hung" msiexec processes. They're actually running, just don't do anything, and hang around until we reboot or kill them. Command lines listed are:

"C:\Window\System32\msiexec.exe" /i "C:\WINDOWS\TEMP\setup.msi"

and

C:\WINDOWS\system32\msiexec.exe /V

And, no, deleting C:\WINDOWS\TEMP\setup.msi after killing the processes doesn't help, either.

When this initially happened, we filed a ticket with support, who had us jump through a bunch of hoops trying to get diagnostic info. We finally gave up, as it was only affecting about 10% of our guests. Now that number is approaching 40%.


At larger sites, we can copy the .msi file to a network share, then use the Access Command prompt to copy it to the local drive and run msiexec. At smaller sites, we just have to access the guest and run the install manually. We have guests running versions as old as 20.11 because upgrading them more often is just not worth our time.

+1

I'm sorry to hear you're having issues, but you shouldn't hijack a thread. 


The 21.4 version worked fine for me and my companies problems. I really hope that you get a solution to yours soon too. 

However, if the problem has been so dire and on going, why have you not switched service providers? Any way, good luck.