Meraki Agent not updating

[Decaone]

Hello, 

version 4.2.2 is not installing in some computers (about 50 out of 200)

I've set the Agent Expected version for Device to 4.2.2 but the agent won't install.

The computers are online. some have the 4.1.4 version, some 4.1.5, 4.2.0 etc.

Is there a way to force the update?

Does the user be logged in as Administrator (or the same user used to install the agent)?

Thanks!

[alemabrahao]

Have you tried doing a test by installing manually as an administrator?

[Decaone]

I am looking for an automated solution, rather than a manual one.

thanks tho

[alemabrahao]

I know, it's just a test to validate if you can install it.

[alemabrahao]

By the way, yes, the user needs to have administrator privileges to install or update the Meraki agent.

Ensure that the m_agent_service.exe is running on the affected devices.

Review the agent logs for any errors that might indicate why the update is failing. Logs can be found in C:\ProgramData\Meraki\Systems Manager Agent\Logs

[Decaone]

I'll have a look if logging in as the Admin user I can get the agent to update. This happens on both windows and mac.

[PriscillaX]

Hello @Decaone , thank you for submitting your post. In oder to be install the Agent, the user must be logged in as administrator to successfully install the software. For bulk enrollment, we recommend looking at the different methods of Windows Enrollment article.

[Decaone]

The agent IS installed, the problem is that it does not update. 

the issue is on both Apple and Windows computers.

[Decaone]

the Agent is already installed, it just won't update.

Agent was installed on an admin user, while the update should happen while a standard user is using the computer.

[BHC_RESORTS]

What is the OS version? 4.22 doesn't support Windows Server OS. Server 2016/2019 only support 3.7.2. Windows 10 21H1 or earlier doesn't support anything in the 4.0 train.

Good luck, we have several open tickets with 1+ year on them on SME issues.

[Decaone]

OS version is Mac OS 15, Windows computers don't have this issue.

No servers OS.

and thanks.. What i will do is log in with the itsupport Admin User and hope that it'll work.

[Decaone]

Tried logging in as Admin User, no dice, no update.... 

I've opened a case with CS.

I'll keep you posted.

[AnitaF]

I have the same problem with two Macs.  Have you found a solution?  

[BrandonD]

Hi @AnitaF ,

Do you mind confirming if you have added the SM macOS App as a 'custom app' via the below process?

• https://documentation.meraki.com/SM/Device_Enrollment/Systems_Manager_Agent_and_MDM_Profile_Enrollme...
  
  • Systems Manager > Manage > Apps > + Add new and scoped to all devices, or via tags.
  • This also allows the macOS app to be 'pushed' on demand, as an alternative of waiting on the auto upgrade feature from the global 'SM > General > Preferred Agent Version' (upon next check-in.) 

Thanks!

[Decaone]

Hello Brandon and Anita, 

i've got in contact with Meraki Support, and all they said is that it's a "known issue" but so far no solution.

Now the issue is only on some Mac computers, all updated at the last MacOS version.

unfortunately, i tried to push it as custom app but it won't work, neither installing it manually as the error reported would be "Your organization installs it automatically and there's no need to install the agent".

My only idea now is to unenroll the computers and re-enroll them manually, but that's about 40 computers and it's going to take a while...

Best

Valerio

[BrandonD]

@Decaone Feel free to DM me your Case Number and I can try to do some digging for known workarounds on my end!

[Decaone]

Done, 

thank you!

Valerio