Agent is Not Auto-Updating

Agent is Not Auto-Updating

If a device is not updating to the latest Automox agent version, there are several potential reasons. This guide explains the common causes and provides steps to resolve the issue.

Possible Causes

  1. Staggered Rollout:
    • Updates are rolled out gradually; not all devices receive updates simultaneously. Devices will attempt updates during their routine check-ins.
  2. Blocked Working Directory:
    • The update process uses C:\Windows\Temp on Windows as the working directory, which may be blocked on systems with strict security controls.
  3. Disabled Auto-Update:
    • Your organization may have requested Automox Support to disable auto-updates via the Agent Update Policy.
  4. Firewall Restrictions:
    • Firewalls may block access to the Automox repository. Ensure allowlisting rules are configured correctly.

Troubleshooting Steps

Step 1: Verify Working Directory Permissions

  • Ensure C:\Windows\Temp is accessible. If blocked, allowlist this directory for all devices. See full instructions here.

Step 2: Confirm Update Policy Settings

  • Verify whether auto-updates have been disabled for your organization. Contact your IT administrator or Automox Support for confirmation.

Step 3: Check Firewall Rules

Steps to Resolve

If the issue persists:

  1. Restart the agent service:

Windows:

net stop amagent
net start amagent

Linux:

sudo service amagent restart

macOS:

sudo launchctl kickstart -k system/com.automox.agent
  1. Review local agent logs for errors related to updates.
    • Log file location: [Provide file paths per OS].
  2. Submit a support ticket:
    • Include the device name, ID, and relevant log files.

Resources

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