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bill_AZ's avatar
bill_AZ
Active Contributor
2 years ago
Solved

Unattended Agent not updating

We have a handful of unattended agents that mistakenly had an older version installed (ver 1.7.4.1487). The older versions show up on our device list however Terminal, File manager and Remote Execution fail to connect to the device. Will the devices auto-update or does it require a uninstall/reinstall? If they're supposed to auto-update how long should it take for the client to update itself? It's been ~2 days so far.

 

Thanks!

 

Bill

  • KateG's avatar
    KateG
    5 months ago

    Hi ecdrew1994 ,

     

    Unattended updates are pushed out in batches there is no manual update. 

     

    The agent experience is as follows: 

    • When we release a new Desktop Console version, we make the update available to all installed Desktop Consoles.
    • The Desktop Console always checks for an update after starting, but it will display the update found dialog after it’s been closed
    • On macOS, there’s an option to skip a version update (not recommended)
    • There is no manual update option

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  • GlennD's avatar
    GlennD
    GoTo Manager
    5 months ago

    Hi ecdrew1994, I see your case was resolved, would you mind sharing the solution? 

     

  • ecdrew1994's avatar
    ecdrew1994
    Active Contributor
    5 months ago

    No worries, I've actually been in touch with our CSM during this process. I was hoping the community would have potential solutions that they know of or issues they ran into, etc. Thanks!

  • KateG's avatar
    KateG
    GoTo Manager
    5 months ago

    HI ecdrew1994,

     

  • ecdrew1994's avatar
    ecdrew1994
    Active Contributor
    5 months ago

    So unattended does get automatically updated then? I'm less worried about the console because only IT will have access to the console, not our end-users. I've just noticed that we have a variety of different versions on the computers we have deployed it for our test and it appears that most of them aren't getting any updates to the unattended agent without a re-install.

  • KateG's avatar
    KateG
    GoTo Manager
    5 months ago

    Hi ecdrew1994 ,

     

    Unattended updates are pushed out in batches there is no manual update. 

     

    The agent experience is as follows: 

    • When we release a new Desktop Console version, we make the update available to all installed Desktop Consoles.
    • The Desktop Console always checks for an update after starting, but it will display the update found dialog after it’s been closed
    • On macOS, there’s an option to skip a version update (not recommended)
    • There is no manual update option
  • ecdrew1994's avatar
    ecdrew1994
    Active Contributor
    5 months ago

    Is the agent supposed to auto-update? Or will all 1200 of my end-users get a prompt they have to agree to click on?

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi bill_AZ, welcome to the community.

     

    When a new version is available there is a prompt to upgrade displayed, but the technician is able to dismiss it and carry on.