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Auto Update not Working

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Auto update has stopped working for me on a few site the I help mange. When an auto update install runs, both the core and probe services are stopped, the install fails in some fashion and the services remain stopped. The services can be restarted manually and PRTG runs but still on the old version. Manually running the setup.exe from the PRTG download folder updates PRGTG to the latest version successfully, including restarting the services.

This has been an issue for us for over a year now resulting auto-update being disabled as each time it tries to update PRTG is shutdown and required manual intervention to restart.

How ca we get auto update working again?

auto-update prtg services

Created on Jun 18, 2020 12:33:59 AM by  adix (0) 1



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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.

Created on Jun 19, 2020 9:08:14 AM by  Marijan Horsky [Paessler Support]



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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

Created on Jun 20, 2020 12:58:13 AM by  adix (0) 1



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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.

Created on Jun 22, 2020 6:51:46 AM by  Marijan Horsky [Paessler Support]



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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

Created on Jun 23, 2020 11:00:59 AM by  adix (0) 1



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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.

Created on Jun 23, 2020 12:55:58 PM by  Marijan Horsky [Paessler Support]



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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

Created on Jun 24, 2020 12:44:20 AM by  adix (0) 1



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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.

Created on Jun 24, 2020 6:50:29 AM by  Marijan Horsky [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.