Upgrade from Unified Agent 4.7.1 to 4.7.3 or newer version release on Windows 8.1 or 10 fails

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Article ID: 169380

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Updated On:

Products

CDP Integration Server

Issue/Introduction

The latest release of Unified Agent, v4.7.3 or newer version for Windows, fails when attempting an upgrade from version 4.7.1 on Windows 8.1 or Windows 10 systems.

Affected Products:

  • Unified Agent 4.7.3 or newer version for Windows
  • Unified Agent 4.7.1 for Windows

Resolution

Upgrades from Unified Agent v4.7.1 to later versions of Unified Agent do not work (because of an issue with the 4.7.1 installer). 
An installer fix is not available for this issue. Use the Workaround below.

Workaround:

WORKAROUND #1:  UA HAS NOT BEEN UPDATED

The current recommendation for clients running Unified Agent 4.7.1 on Windows 8.1 or Windows 10 is to disable the Prompt end user for update feature in the portal. If you plan to upgrade, Symantec recommends a full uninstall of version 4.7.1, followed by a reboot, and then installation of the latest release 4.7.3 or newer version release.


WORKAROUND #2:  UNIFIED AGENT HAS BEEN UPDATED BUT HAS FAILED TO UPDATE

Perform the following steps:

  1. Initiate UA auto update, wait until the install fails, then restart the workstation.
  2. Delete the following reg key: HKEY_LOCAL_MACHINE\SOFTWARE\Blue Coat Systems.
  3. Install UA 4.7.3 or newer version from the MSI.
  4. Restart the workstation.