Endpoint Protection

Hi, I'm hoping someone can help us.

We recently upgraded to 12.1.6 RU6 MP5 build 7004.  About 95% of all of our clients upgraded to the new version successfully using the Install Packages tab in the Group with all of the correct settings.

The other 5% are refusing to upgrade.  When I click on the client to open up the properties window, there is no upgrade information, and in "Deployment Status" it says "No Status Reported".  There's plenty of hard drive space, and the communication settings are all correct, and they are all receiving the latest antivirus definitions.

We've tried re-installing with the Add A Client wizard, and it says successful, but nothing happens and the clients don't get upgraded.

We've also deployed the HWID RepairTool to the affected devices but that doesn't seem to affect anything because they're not virtual devices.  But we ran it just in case.

These devices are off-site, so it's not possible for us to get to them physically if we have to uninstall the client (if recommended by you).

Any ideas?

I might add that these clients are currently showing version 11.0.5002.333 in the Client Status tab.  We are well aware that we need to use the Add a Client wizard to upgrade them.  We've done this, but as I mentioned, they are not upgrading.

Are the clients talking to the SEPM? Are you able to run the symdiag tool on one? It can be run remotely if needed.

Remotely Deploy SymDiag - formerly SymHelp

Hi Brian, yes, the clients are talking to the SEPM console.  All have an "Online" Health State status.

I would start with symdiag for additional error checking.

We opted to create a new deployment package and send that out to the devices.  This seems to have worked for us, as the 1 device we tested it on came back as updated, so now we'll just update the rest.

Thanks for your help!

Dan

It's good to know new deployment package is working out however just make sure reboot is not pending if any client rejected upgrade package.