Troubleshooting agent update issues

Occasionally, some Windows or Mac devices may fail to be updated when a new agent version is released. To help you identify these devices, you can create a report that shows the version number of the agent components installed on your devices. You can then review this report to troubleshoot agent connection and upgrade issues.

To create an agent version report:

  1. On the navigation bar, click to open the Devices area.
  2. Add the following columns to the report:
    1. Core agent version A field and report column showing the version number of the core agent (rpcnet) installed on a Windows or Mac device. For Chromebooks, it shows the version number of the Absolute for Chromebooks extension.
    2. Agent version The version number of the Secure Endpoint Agent installed on the device.
  3. [Optional] Add filters to refine the list of devices.
  4. Review the values in the Last connected column to identify devices that may be offline or experiencing connectivity issues.

  5. Review the values in the report columns you added.

    In particular, review the values in the Agent version column. Version numbers are in the format x.x for major releases and x.x.x.x for minor releases. To determine which Agent version is the latest, go to the Agent Management page in the Settings area.

    Possible values in the Agent version column are:

    Value Details

    <version number>

    The version number of the Secure Endpoint Agent currently installed on the device

    Version numbers are in the format x.x for major releases and x.x.x.x for minor releases.
    <version number>

    The version number is not the latest

    Hover over the icon to view the following message in a tooltip:

    A newer agent version is available, but the device hasn't called in or been upgraded.

    The device may be offline. The device will call in to the Absolute Monitoring Center after it comes online.

    If the device is online, one of the following conditions applies:

    • If automatic agent updates are enabled, it may take up to two weeks for the agent version to be updated.

    • If automatic agent updates are disabled, the agent version will be updated when a new agent version is assigned to the device's policy group.

    No action is required.
    Unknown

    The version number is not available or it has never been reported

    Hover over the icon to view the following messages in a tooltip:

    Unknown value due to unsupported OS or unlicensed device or other reasons.

    One of the following conditions apply:

    • The device is unlicensed
    • The device is running an unsupported operating system, such as Linux
    • The agent version failed to be detected

    No action is required.
    <version number>

    -or-

    Unknown

    If a version number is shown, it may not be the latest because a recent agent upgrade is delayed or in progress, or it failed

    If Unknown is shown, the version number is not available or it has never been reported

    Hover over the icon to view the error messages.

    • If the message Delayed installation and upgrade due to jitter shows, an agent upgrade is pending or in progress on the device. No action is required.

      When a new agent version is released, Absolute may stagger the agent downloads to minimize the load on your network. In this scenario:

      • The Delayed installation and upgrade due to jitter message is displayed, and

      • Downloads to your devices are randomly delayed and distributed over a specified period (for example, 8 hours), depending on the number of devices in your account.

    • If any of the following error messages show, check the device's network connection, or wait to see if the error is resolved after the device's next scheduled connection to the Absolute Monitoring Center (approximately 15 minutes, if the device is online):

      • Failed to download component
      • Failed to download component policy
      • Failed to download component action
    • For all other error messages, record the message and contact Absolute Technical Support.
    No version (Chromebook)
    • The Secure Endpoint Agent is not supported on Chromebook devices

      To view the version number of the device's Absolute for Chromebooks extension, see the device's Core agent version field or report column.

  6. If desired, save your changes as a user-defined report.