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PRTG update process is unsuccessful while trying to install Npcap. What can I do?

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I have the Npcap library installed and running on my system. When I want to update PRTG or install a remote probe, for example, the update or installation process works fine up to the point when PRTG tries to install Npcap. Here, Windows shows the error message

A LWF & WFP driver installation tool has stopped working. A problem caused the program to stop working correctly. Please close the program.

When I close the program, PRTG does not start again. The PRTG update or installation was unsuccessful. What can I do?

error npcap prtg update

Created on Oct 22, 2019 5:00:36 AM by  Maike Behnsen [Paessler Support]

Last change on Oct 22, 2019 10:31:20 AM by  Maike Behnsen [Paessler Support]



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This article applies to PRTG Network Monitor 19 or later

Updating or Installing PRTG while Npcap is Running

When you have Npcap 0.995 or later running at the time you want to update or install PRTG, the update or installation process may stop when trying to install Npcap. Windows shows the error message

A LWF & WFP driver installation tool has stopped working. A problem caused the program to stop working correctly. Please close the program.

Closing the program does not solve the issue. PRTG does not start again and the update or installation process was not successful.

Troubleshooting Solution

Unfortunately, this is a known issue with Npcap. If you experience this issue, you need to manually stop npcapoem.exe via the Windows Task Manager, for example, to continue and finish the PRTG update or installation process.

Note: When you use the auto-update function of PRTG, you do not get an error message. PRTG just does not start again. In this case, you need to manually stop npcapoem.exe as well.

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Created on Oct 22, 2019 5:07:14 AM by  Maike Behnsen [Paessler Support]

Last change on Oct 22, 2019 10:32:28 AM by  Maike Behnsen [Paessler Support]



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Hello!

I just red the article "Release Notes for the "Stable" Release Channel" -> Packet Sniffer and Packet Sniffer (Custom), and want to ask - this adressed only for those users who use Packet Sniffer sensor or everyone? I can't found npcapoem.exe running on any of PRTG Core or Probes, and we don't use Packet Sniffer sensor.

Thank you!

Created on Nov 1, 2019 11:01:18 AM by  Vasiliy (43) 1



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Hello Vasiliy,

if you don't use a packet sniffer, the NPCAP driver still gets updated. But you should not run into the installation issue mentioned.

Created on Nov 1, 2019 11:32:02 AM by  Arne Seifert [Paessler Support]



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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.