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PRTG Desktop Upgrade

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After upgrading the server side, i see that the desktop app has a new version available. If I try to upgrade it fails unable to find the prtg_desktop_full_installer.msi. do i have to do something on the server side for existing desktop to find the file?

desktop-application prtg windows

Created on Dec 21, 2020 8:25:01 PM by  totalnet32 (0) 1



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Hello,

Thank you for your post.

Have you tried uninstalling the desktop app, and then installing the new version afterwards?


Kind regards,
Sasa Ignjatovic, Tech Support Team

Created on Dec 23, 2020 9:28:16 AM by  Sasa Ignjatovic [Paessler Support]



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No, I was prompted from within the application. "would you like to install the new version now?" Yes/No then it continues about 75% and the prompts for the "PRTG_Desktop_Full_installer.msi" it looking to use a file that doesn't exist at c:\programdata\package cache\

Created on Dec 23, 2020 7:00:31 PM by  totalnet32 (0) 1



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i had received the update without any issue, but the desktop app then failed (sort of), it just said 'loading' in the display window forever, and did not display any information, but the fix above worked

Created on Dec 23, 2020 11:28:04 PM by  aj (20) 1



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i have false alarms for the reason of intermittent connection issues on the probe that usually resolve themselves in short order, the corrective action is clear, but in the mean time i find the email notifications do a great job of filtering the noise

Created on Dec 24, 2020 12:13:52 AM by  aj (20) 1



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Hi aj,

Since your probe connection issue does not seem to be related to the topic in this KB, please open a support ticket by writing a email to [email protected], or by creating a new KB post.


Kind regards,
Sasa Ignjatovic, Tech Support Team

Created on Dec 24, 2020 2:01:24 PM by  Sasa Ignjatovic [Paessler Support]



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Hi totalnet32,

Were you able to uninstall the PRTG Desktop app, and then install the new version?


Kind regards,
Sasa Ignjatovic, Tech Support Team

Created on Dec 24, 2020 2:02:34 PM by  Sasa Ignjatovic [Paessler Support]



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aj - I don't see what you are referring to when you mentioned "fix above worked"

Created on Dec 24, 2020 2:21:08 PM by  totalnet32 (0) 1



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Sasa Ignjatovic, Tech Support Team

that would not solve my issue, I was notified by the desktop install about the new version being availabe and it tried to guide me , it failed. by manually uninstalling and reinstalling would defeat the whole system notification.

Created on Jan 25, 2021 9:07:59 PM by  totalnet32 (0) 1



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Hello totalnet32,

"by manually uninstalling and reinstalling would defeat the whole system notification."--> Can you please explain this more in detail?
Are you not able to uninstall the Desktop app?


Kind regards,
Sasa Ignjatovic, Tech Support Team

Created on Jan 27, 2021 12:53:06 PM by  Sasa Ignjatovic [Paessler Support]



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