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Why are there reporting issues on KES endpoints that were updated from AVG8.5 to 9.0?

KB#:  KKB000248

QUESTION

KES updates are not reported in Kaseya until after the machine is rebooted (but AVG UI says its up-to-date)

KES updates reported as failed, but AVG UI says its up-to-date

AVG component statuses reported incorrectly in Kaseya (e.g. Kaseya says Resident Shield is disabled, but AVG UI says its enabled)

 

Two AVG Watchdog services were running, one from AVG8 and the other from AVG9. The AVG8 service had not been removed when upgrading to AVG9.

ANSWER

1) check Task Manager to see if there is more than oneinstance of avgwdsvc.exe running

2) if so look for this file -C:\PROGRA~1\AVG\AVG8\avgwdsvc.exe - and this reg key -HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\avg8wd

3) if present, the AVG8 watchdog service is still running - delete the reg key and reboot the computer to fix the problem

To resolve the problem without a reboot: -
1) delete the above registry key
2) kill both instances of avgwdsvc.exe
3) delete the above file
4) the AVG9 avgwdsvc.exe should have automatically restarted - if not go to services.msc and start the AVG Watchdog service

MORE INFORMATION

APPLIES TO

Kaseya Endpoint Security (KES)
AVG9.0 (only endpoints which had been updated from previous version)

 

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