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PRTG does not restart after an update. What can I do?

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I downloaded and installed a new version of PRTG. Now, after updating PRTG, the PRTG core server does not restart anymore and I do not get access to the PRTG web interface nor to the Enterprise Console. How can I get PRTG up and running again?

backup core-server crash restart rollback update

Created on Jan 29, 2015 4:06:47 PM by Gerald Schoch [Paessler Support]



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This article applies to PRTG Network Monitor 14.x.14 or later

Guideline for Reacting to a Failed PRTG Update

One of the biggest problems caused by a PRTG update you can imagine is that you suddenly cannot restart your PRTG core server anymore. In the past few years we had this situation just a few times: A customer installed the latest version with the result that the PRTG core server stayed down.

Of course, a PRTG server that does not come up after an update is a worst case scenario, so we try avoiding such a huge impact at all costs and you usually do not have to worry about such an issue. We always invest a lot of time into extensive testing before we release a new version, but it is impossible to test all conceivable combinations of hardware, Windows versions, service packs, Windows updates, processor architectures, antivirus software, malware protection, and all other components of a system configuration. Sometimes, this has unforeseeable effects.

Recommended Steps to Restart the PRTG Server after a Failed Update

If you do not get your PRTG server back to work after an update, please follow the guideline below.

  1. Back up PRTG’s log, data, and configuration files.
  2. Send us the log and configuration files for a forensic analysis. Help us to solve your issue fast! If there went something wrong with the update in general, we can react accordingly and stop delivering this update.
  3. Roll back to the previous version by using a backup or a snapshot of your PRTG machine that was created before the installation of the update. This is the optimal solution.
    1. Navigate to \PRTG Network Monitor\PRTG Installer Archive in the PRTG program directory.
    2. Execute PRTG Installer (Previously Installed Version).exe to install the previous PRTG version.
    3. Restore your backup or snapshot of PRTG.
  4. Only if reverting to your previous version with a backup or snapshot does not work: Install the previous PRTG version over the current one and use an older configuration file.
    1. Navigate to \PRTG Network Monitor\PRTG Installer Archive in the PRTG program directory.
    2. Copy the installer of the previous version PRTG Installer (Previously Installed Version).exe and save it into another folder.
    3. Delete the PRTG program directory manually.
    4. Execute PRTG Installer (Previously Installed Version).exe to install the previous PRTG version.
    5. Restore an older configuration file from Configuration Auto Backups in your PRTG data folder to keep your current PRTG configuration.

Note: The installer of the previous version is always available as of PRTG version 14.x.14.


If you cannot restart PRTG after a crash that was not caused by an update, please see Guideline for Reacting to a PRTG Crash.

Created on Jan 29, 2015 4:15:10 PM by Gerald Schoch [Paessler Support]

Last change on Jan 29, 2015 5:00:18 PM by Gerald Schoch [Paessler Support]




Disclaimer: The information in the Paessler Knowledge Base comes without warranty of any kind. Use at your own risk. Before applying any instructions please exercise proper system administrator housekeeping. You must make sure that a proper backup of all your data is available.