Auto Update not Working

Hi,

Please check if you already created an exception for all PRTG folder in your anti virus software. Furthermore, please check if the user has also administrative permissions for the core server system.

Hello,

Updates only fail when PRTG attempts to automatically update itself or if the “install update “ button is clicked on the auto-update settings web page. Manual updates by browsing to the downloads folder and running the exe are successful.

I will test with AV turned off but manual updates work so this doesn’t make sense.

Which used are you referring to? The used that the prtg core service is running under? This is running as the local system account.

Thanks

Hi,

Please let me know about the result of your test. Furthermore, it could be possible that the issue occurs, as the local system account cannot end processes in time.

Hello,

Disabling AV did not help and auto-update still failed. Please see below for part of the auto-update log. The line " No implementation registered for type IPaeLogger" has newly appeared in the log when the problem started. Previous, successful auto-update logs did not have this line.

20/06/2020 9:29:38 AM Check 13 20/06/2020 9:29:38 AM Rename path: c:\program files (x86)\prtg network monitor\ 20/06/2020 9:29:38 AM No implementation registered for type IPaeLogger 20/06/2020 9:29:38 AM c:\program files (x86)\prtg network monitor\*.* -> 10893 files found c:\program files (x86)\prtg network monitor\Lb2to3.exe not running -> OK c:\program files (x86)\prtg network monitor\openssl.exe not running -> OK c:\program files (x86)\prtg network monitor\paesslerVMWareShell.exe not running -> OK c:\program files (x86)\prtg network monitor\paesslerVMWareShell.vshost.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG Administrator.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG Enterprise Console Remover.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG Enterprise Console.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG GUI Starter.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG Probe.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG Server.exe not running -> OK c:\program files (x86)\prtg network monitor\prtgappserver.exe not running -> OK c:\program files (x86)\prtg network monitor\PrtgDllWrapper.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTGProbeUpdate.exe not running -> OK c:\program files (x86)\prtg network monitor\PrtgRemoteInstall.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTGServerUpdate.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG_Chromium_Helper.exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG_IE_Helper.exe not running -> OK c:\program files (x86)\prtg network monitor\RegWrapper.exe not running -> OK c:\program files (x86)\prtg network monitor\unins000.exe not running -> OK c:\program files (x86)\prtg network monitor\64 bit\PRTG Server.exe not running -> OK c:\program files (x86)\prtg network monitor\64 bit\prtgappserver.exe not running -> OK c:\program files (x86)\prtg network monitor\download\PRTG Network Monitor 20.2.59.1689 Setup (Stable).exe not running -> OK c:\program files (x86)\prtg network monitor\download\PRTG Network Monitor 20.2.60.1535 Setup (Preview).exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG Installer Archive\PRTG Installer (Currently Installed Version).exe not running -> OK c:\program files (x86)\prtg network monitor\PRTG Installer Archive\PRTG Installer (Previously Installed Version).exe not running -> OK c:\program files (x86)\prtg network monitor\prtg-installer-for-distribution\PRTG Network Monitor 20.2.59.1689 Setup (Stable).exe not running -> OK

20/06/2020 9:29:38 AM CheckFiles failed to 1) kill processes holding references to files to be renamed, or 2) rename files. See previous log lines for more info. 20/06/2020 9:29:38 AM End

Hi,

Please check if the local user has administrative permissions on the core server system. As it could be possible that the user doesn't have the correct permissions and isn't able to rename the files.

Hello,

The prtg core server is running as a service under the local system account so there should be no issues with permissions. Have you seen this problem with the local system account in the past?

Thanks, Anthony

Hi,

Yes I had seen some cases where this caused the issue. Our developers know about the issue and are currently analyzing it. Therefore, I would ask you to manually update your instance. You can download the current version here.