The Windows agent update failed or is paused

Symptom

Under «Manage» › «Computers» › «Agent updates» you see «The rollout of 1.4.2 paused itself: a computer could not install it. Check the failures below before resuming.», and one or more computers show the outcome «rolled back» or «failed».

Cause

Each computer installs the version, runs a self-test and, if the sign-in component does not load, goes back to the previous version by itself and reports the failure. A single failure pauses the rollout for every ring, so a faulty version does not reach the rest of the organization. Common causes:

• antivirus or application control blocking the new file;
• a full disk or an installation interrupted by a restart;
• an untested combination of Windows and third-party software.

Fix

1. In the failure list, read the computer's name, the outcome, the version and the detail.
2. Fix the cause on that computer (antivirus exclusion, disk space).
3. To test, open the computer and use «Pinned version» to install the version on it alone.
4. Once resolved, resume the rollout by saving again, or choose another version under «Version to install».

Other messages

• «The computer has not reported its version since updates were turned on.»: wait for the next sync.
• «This installation offers no agent versions yet.»: on a self-hosted installation, publish the version catalogue.

When to escalate

If the failure repeats on several computers with the same version, keep the rollout paused and contact support with the failure details.