Jump Client shows Installed on some but ...

Forum|Forum|1 year ago
September 25, 2024
14 replies
1405 views

Installed via Intune. Shows 107 jump clients installed successful but only 52 show up in the rep console. What would cause that? I have people that show the jump client is installed in their company portal but the icon doesn’t show up in their system tray.

Remote Support

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J

Jens Hansen

Guru

Another post here discovered they exceeded the license count, which let to the JumpClient to uninstall as is got successfully installed.

https://beekeepers.beyondtrust.com/topic/show?tid=5553&fid=45

C

Chris M

Apprentice

Did we validate the JumpClient actually got installed while the JumpClient deployed was valid?
I know screen shot is from PRA, but RS would be similar.

Then for mass deployments, I would always recommend using MSI’s

The client was originally installed with the MSI via win32 app in Intune. They were running successfully. (At least in my case, but I am not OP) Then suddenly disappeared off several machines. Many of them reinstalled successfully, but 10 or so refuse to install and immediately uninstall. (Don’t want to take over this thread and have a ticket open for this) The installer is/was valid at the time of reinstall and we are not near our max license count.

Can I ask if these machines had a Jump Client installed on them previously? If so, was that installed via the MSI Installer previously?

Overall, the best course of action is to try to deploy the Jump Client again to a known problem machine and ensure the ‘blog.ini’ logging enabling file in placed in the root of C:\. This should then generate a Jump Client installer log we (well, the Support Team) can review to advise why it failed. If you need a copy of the ‘blog.ini’, you’ll need to log a Support Case to get a copy of that.

In our case (not sure if this applies to OP) it appears to have some sort of authentication error just before uninstalling. Found this by using the blog.ini to create a log.

@Chris M When I looked at my co-workers machine that shows an “install” but isnt showing up anywhere, they don’t even have a bomgar folder in C:\ProgramData

I had this happen on a few installs as well. Seems to be hit or miss if the MSI actually creates the folder in my testing.
(actually, looking again at process monitor (captured while running the MSI), the bomgar-scc.exe process appears to attempt to remove the “bomgar-scc-0x#######” folder on uninstall, but that clean-up fails in our environment on many occasions leaving only it and remove.exe in place)

S

SquirrelAuthor

Rising Star

@PhillC No the machines didn’t have a Jump Client installed on them previously. We had a small test group to begin with but we didn’t use MSI for that group. When we were ready to roll out company wide we used the MSI with Intune. That’s when we noticed install failures/errors.

C

Chris M

Apprentice

I mean, how does the company portal know if something actually installed? Does it just execute the EXE, and just assume it worked? Does it do any checks? Does it keep any logs you could look through? Maybe it deployed the EXE, but there are networking complications that prevent the device from hitting the internet?

I think, overall, this is a common line of questioning with any software system that deploys other software. My advice would be to powershell into one of the “problem” computers and take a peak at the logs to see if you can find anything out of the ordinary.

Here’s how it works:

Detection Rules: Intune administrators set up detection rules that specify how to check if an app is installed. These rules can look for specific files, registry entries, or other indicators.
Company Portal Sync: The Company Portal app collects data from your device and sends it to Intune. This includes information about installed apps based on the detection rules.
Intune Evaluation: Intune evaluates the data against the detection rules. If the criteria are met, Intune marks the app as installed.
Reporting Back: Intune then communicates this status back to the Company Portal app, which displays the information to the user.

So, if Intune/Company Portal is reporting something is installed that isn’t, it’s likely due to the detection method/rules. For example, if the detection rule is looking for X version via registry key and that key still exists with the program uninstalled, it would still think the program is installed.

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