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What do I do if the KES reports update failed but AVG user interface shows latest definitions installed?

QUESTION

What do I do if the KES reports update failed but AVG user interface shows latest definitions installed?


Security > Manual Update page reports that the last update failed, and shows an out-of-date version.

Security > View Logs has the following error 15 minutes after the update was started: -

Update Timeout Script succeeded but client never reported update success

AVG user interface on the endpoint itself shows latest definitions installed.

 

ANSWER

When an update is scheduled by KES, the Kaseya Security service on the endpoint uses an API to initiate the AVG update and reports the status back to the server. This error occurs if the update does not complete within the expected timeframe. In some cases, the AVG update eventually completes but by this time KES has timed out and assumes failure.


This can be caused by severe performance problems on the endpoint machine, but in some cases it has been found to be due to a corrupt AVG installation.


First check for any system resource issues on the machine where the update is failing (low RAM, high CPU utilization, etc.), and whether there are any other performance related problems.

If nothing is found and everything else on the machine is running OK, perform the following steps to clean up and reinstall AVG: -

1) uninstall KES from the Kaseya interface (Security > Install/Remove)

2) reboot the machine

3) delete any folders starting 'avg...' from the following locations: -
%Temp%
%ProgramData%
%AllUsersProfile%
%ProgramFiles%

4) delete the following registry key (if exists): -
HKLM\SOFTWARE\AVG

4) reinstall KES using Security > Install/Remove

 

APPLIES TO

Kaseya Endpoint Security (KES) v2.x

AVG8.x
AVG9.x

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