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PTRG Probe does not update

Votes:

0

After updating the PTRG system to version "PRTG Network Monitor 15.2.16.2230 x64" there is one probe that does not upgrade, all the others(23) did upgrade without any problems.

When I login to the server where the old probe is running and start the upgrade proces manualy there is an error:

Access violation at address 00408CD7 in module
'PRTG_Remote_Probe_Installer.tmp'. Read of address 00000000.}}}

What now?


PRTG Probe install.log:
{{{
2015-04-30 20:46:50.483   Log opened. (Time zone: UTC+02:00)
2015-04-30 20:46:50.483   Setup version: Inno Setup version 5.5.5 (u)
2015-04-30 20:46:50.483   Original Setup EXE: C:\Program Files\PRTG Network Monitor\download\PRTG_Remote_Probe_Installer.exe
2015-04-30 20:46:50.483   Setup command line: /SL5="$6F700DC,51205806,415232,C:\Program Files\PRTG Network Monitor\download\PRTG_Remote_Probe_Installer.exe" /VERYSILENT /SUPPRESSMSGBOXES /LOG="C:\ProgramData\Paessler\PRTG Network Monitor\Logs (System)\PRTG Probe Install.log" /NORESTART /RESTARTEXITCODE=88
2015-04-30 20:46:50.483   Windows version: 6.0.6002 SP2  (NT platform: Yes)
2015-04-30 20:46:50.483   64-bit Windows: No
2015-04-30 20:46:50.483   Processor architecture: x86
2015-04-30 20:46:50.483   User privileges: Administrative
2015-04-30 20:46:50.483   64-bit install mode: No
2015-04-30 20:46:50.483   Created temporary directory: C:\Windows\TEMP\is-UONNL.tmp
2015-04-30 20:46:50.514   Extracting temporary file: C:\Windows\TEMP\is-UONNL.tmp\IsLocalSystem.dll
2015-04-30 20:46:50.530   commoninit Close Traytool
2015-04-30 20:46:57.534   Kill Task PRTG Enterprise Console.exe
2015-04-30 20:46:57.566   Kill Task Result 259
2015-04-30 20:46:57.566   commoninit Traytool closed
2015-04-30 20:46:57.566   InitializeSetup raised an exception (fatal).
2015-04-30 20:46:57.566   Exception message:
2015-04-30 20:46:57.566   Defaulting to OK for suppressed message box (OK):
                          Access violation at address 00408CD7 in module 'PRTG_Remote_Probe_Installer.tmp'. Read of address 00000000.
2015-04-30 20:46:57.566   Deinitializing Setup.
2015-04-30 20:46:57.566   Log closed.

access-violation auto-update remote-probe

Created on Apr 30, 2015 7:30:37 PM

Last change on Oct 8, 2015 1:21:04 PM by Luciano Lingnau [Paessler]



Best Answer

Accepted Answer

Votes:

4

We just had this issue and I figured it out.
Our installation of PRTG goes back to version 7. We did a massive jump from 8 to 12 at one point.

During this step the only issue we had is that some of our remote probes had orphaned PRTG 8 Probe Services. Apparently this newest update did not like that. After trying everything I found out that running this command in the command prompt resolved the issue.

sc delete "name of orphaned service"

Created on May 4, 2015 7:05:09 PM

Last change on Oct 8, 2015 1:21:47 PM by Luciano Lingnau [Paessler]



4 Replies

Votes:

0

Hello,

Please try to restart the machine running the Remote Probe and start the installer manually. The installer can be downloaded from the

Web GUI > Downloads / Add-Ons > Remote Probe Installer

Please let us know if the Probe works afterwards.

Best regards

Created on May 1, 2015 4:42:25 AM by Felix Saure [Paessler Support]



Accepted Answer

Votes:

4

We just had this issue and I figured it out.
Our installation of PRTG goes back to version 7. We did a massive jump from 8 to 12 at one point.

During this step the only issue we had is that some of our remote probes had orphaned PRTG 8 Probe Services. Apparently this newest update did not like that. After trying everything I found out that running this command in the command prompt resolved the issue.

sc delete "name of orphaned service"

Created on May 4, 2015 7:05:09 PM

Last change on Oct 8, 2015 1:21:47 PM by Luciano Lingnau [Paessler]



Votes:

0

Hi,

Yes, that was the fix, after running

sc delete "PRTG7ProbeService"

The setup could update the probe without any problems.

Regards

Created on May 5, 2015 11:40:30 AM



Votes:

0

Just to clarify you need to use the 'Service name' in the command

sc delete "PRTGProbeService"

and not the display name which might be something like "PRTG 8 Probe Service"

Created on Jun 4, 2015 9:49:21 AM




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