Unable to start PRTG Core Server Service after upgrade

Hi Team,

I've done a bit of google'ing on this one without much luck. I was running a free PRTG instance on a Windows 2012R2 server. I had version 18.1.36.3728 installed and decided to upgrade to 18.2.41.1652.

I opened the PRTG Enterprise Console, went to the Setup tab for my local server > PRTG Status > Auto-Update and clicked the update button. My console shut down and I assume the update process began. I waited for a few minutes and noticed that I didn't get an email saying the service successfully updated like it usually does.

I opened the Enterprise console and was presented with the Devices tab and my local server had the status: ---------------------------- "Not Connected (Error in content: ). ----------------------------

I checked the PRTG EC Log (C:\ProgramData\Paessler\PRTG Network Monitor\Logs (System)\PRTG EC Log (1)) and saw the following three lines repeating: ---------------------------- 28/06/2018 3:38:51 PM Get status 6(Exception): http://127.0.0.1:80/api/table.xml: Not Connected (Error in content: ) 28/06/2018 3:38:55 PM Get status 2(Exception): https://127.0.0.1:443/api/table.xml: Socket Error # 10061 28/06/2018 3:39:01 PM Get status 6(Exception): https://127.0.0.1:443/api/table.xml: Not Connected (Error in content: ) ----------------------------

I then opened the PRTG Administration Tool and checked my Web Server settings and Administrator credentials where correct. I saved & closed the tool and reopended the Enterprise Console but was still getting the "Not Connected" status message. I went back to the Admin Tool, clicked on the Service Start/Stop tab and clicked "Start Core Server (ignoring changed settings).

After a small delay, the follow messages where displayed: {{{---------------------------- 1st Msg PRTG Core Service Service could not be started. The service did not respond to the start or control request in a timely fashion.

2nd Msg Sorry, could not start the PRTG Core Server (Web Server) Please check the PRTG Core Server Log. ----------------------------}}}

I then went to look at the PRTG Core Server Log (C:\ProgramData\Paessler\PRTG Network Monitor\Logs (System)\PRTG Core Server Log (1)), but it was showing as not updated in over an hour and last log message was simply: ---------------------------- 28/06/2018 1:42:45 PM System Cleanup Done ----------------------------

Next thing to check was the PTRG Core Server Service via services.msc. It was set to "Automatic" but not running. When I went to manually start the service I got the follow message after a small delay: ---------------------------- Windows could not start the PRTG Core Server Service on Local Computer. Error 1053: The service did not respond to the start or control request in a timely fashion. ----------------------------

At this point I decided to perform a soft reboot on the server just in case the update process was hung on something. After reboot, still getting the same result as above.

I then restored the PRTG Configuration.old file to its original .dat extension (and renamed the existing .dat file). Still not able to star the PRTG Core Server Service. I also tried restoring the dat file from the previous day using the Configuration Auto-Backups folder, but no luck.

Lastly, I looked in the Windows Event Log, the Application log presented a single error that I could get much more info on. It appears about 45 minutes after the update is applied, may or may not be related: ---------------------------- Faulting application name: PRTG Probe.exe, version: 18.1.36.3728, time stamp: 0x5a4f6fd5 Faulting module name: PaesslerSNMPWrapper.dll, version: 6.3.9600.18895, time stamp: 0x5a4b127e Exception code: 0xc0000135 Fault offset: 0x0009d4e2 Faulting process id: 0xaec Faulting application start time: 0x01d40ea73961cd3b Faulting application path: C:\Program Files (x86)\PRTG Network Monitor\PRTG Probe.exe Faulting module path: PaesslerSNMPWrapper.dll Report Id: 773e07a2-7a9a-11e8-80fa-005056be2577 Faulting package full name: Faulting package-relative application ID: ----------------------------

The System log was showing the following error several times, for the manual service starts failing, I presume: ---------------------------- A timeout was reached (30000 milliseconds) while waiting for the PRTG Core Server Service service to connect. ----------------------------

Sorry, there's a ton of info there, but if anyone feels keen to have a crack I would be very appreciative! Hopefully my formatting doesn't get too mangled by the editor... :P

Kind Regards Jack

core-service prtg sadface update