Some Windows10 PCs are not automatically upgraded to Snow Agent version 6.10 from old version 5.3

Kenknuds asked a question.

August 15, 2019 at 7:00 AM

We have the following Snow issue: 1 . We have deployed Snow Agent version 6.1. 0 for all Windows10 PCs in Bergen municipality before the summer holidays with date 25.6.2019 2 . We have discovered that there are still many Snow PCs that have not been automatically upgraded from old Snow Agent version 5.3 to new version 6.1.0 with a number of 532 PCs. 3. Prior to June 25, 2019, it was thoroughly tested with the current SCCM 6.1.0 package that it really upgraded from old version Snow agent version 5.3 See screenshot that illustrates / documents this with the 2 current Supersedence rules regarding. Snow version 5.3 and Snow Agent version 6.02 4 . What might be the reason why there are still 532 W10 PCs that have not been automatically upgraded to Snow Agent version 6.1.0? 5 . Possible causes as I have observed so far: A. Strongly suspect that the main reason is that the current 532 PCs are only used for short time intervals and thus have not the SCCM agent was given time to upgrade to Snow version 6.1.0. This has been confirmed using the internal monitoring system with 4 random samples with the following dates: 8.7.19 + 30.7.19 + 31.7.19 B. Some PCs run on old W10 build version: Microsoft Windows 10 Enterprise (Build 15063), unsure of that may have been a possible explanation. C. On our Snow Inventory server, I detect the following status in the C folder: \ Program Files \ Snow Software \ Snow Inventory \ Server \ Incoming \ data \ error 710 Files, 0 Folders with snowpack files .snowpack and snowpack.log files with Date range: 19. February 2019 to 15. August 2019, Uncertain about this is relevant to this issue, but I mention it as a possible interim cause.

Portal User
7 years ago
Hi Kenneth Silly question, but just wondering if the computers being upgraded have been rebooted or not. It could be that the services need to be removed for the old agent and started for the new one via a reboot? Adam
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Community Manager (Flexera Software)
7 years ago
Hi Kenneth, Basic Troubleshooting steps: Things to check on one of the computers where the SIA is not upgrading: Open IE or chrome and attempt to browse to the endpoint that the SIA is targeting in the snowagent.config file. Is the installed SIA running properly? Is there any *.snowpack files on the computer in the c:\Program Files\Snow Software\Inventory\Agent\Data directory of the SIA? Is there any errors within the SIA log files that provide an insight to what is happening? Is the Snow Inventory Agent registered and running as a service? Of the agents that are not updating, can you confirm that they are correctly sending a heartbeat properly: Does the computer exist in the SMACC - Snow Inventory Plug-in? What was the last time the agent check-in the Snow Software Platform? Agent Heartbeat is the connection from the Snow Inventory Agent (SIA) to the Inventory Server - Master Server/Gateway Server. The frequency of the heartbeat of a SIA is governed by settings in the snowagent.config file. Things that can prevent the agent from upgrading: SIA service is frozen. Communication path is blocked between the SIA and the Inventory Server. User prevents SCCM from applying the update. For some of the older versions of the SIAW, you may need to perform a scripted uninstall instead of using the SIAW installation over the top. Inventory Queue Processing errors: Review the log file associated with the snowpack file to understand why the it failed to process properly. This may need to be reviewed by Snow Support. Hopefully this gives you some things to check. Please feel free to reach out to Snow Support for assistance identifying what is happening and why the SIAW is not upgrading properly.
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Colin Campbell
7 years ago
Hi , If the existing agents are still reporting ok, and there's no trace of the new agent on the computers, then it's an SCCM problem. SCCM should deploy the Agent even if there are problems with the Snow Agent running or reporting. Recently I did an SCCM deployment with many remote computers that connect only occasionally. We had to re-advertise the SCCM package a couple of times to reach more computers. Also, due to an SCCM configuration issue an unrelated package was failing and blocking any further packages from SCCM - so our Snow package wasn't even sent to many computers that are online full-time, until that issue was resolved. I would suggest thoroughly checking SCCM operation. We emailed owners of remote computers without agents to ask them to leave their computer on and online for a while, so that SCCM had time to work. Cheers Colin ‌ ‌ ‌
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