Remote Support 24.3.1 Upgrade Pending

All of the affected clients are Windows 11 Enterprise.

Did any upgrade on their own? Do you know if these were pinned during previous sessions or installed via executable or MSI?


Friendly advice for next time, there is a Remote Support section.

Just an FYI: We also have a similar issue in PRA. Just upgraded today and from what I can see 80% of “Upgrade Pending” Jump Items are Windows 7/10 Enterprise machines. I can see, that they are trying to connect, for a few seconds they show as online, but they remain in “Upgrade Pending” status, though when I start a session at that time with those, I can connect, weird though...

​@Tim-BT We have had a case open for 15 days now. It has numerous logs attached if you can view them. CS1316447. It’s been 10 days since we’ve received any kind of communication on the case.  I asked for an update 2 days ago and have received nothing.  The lack of response is getting frustrating.

The majority of our jump clients are pinned during a session.  It’s just as quick for us to deploy the jump client that was as it is to install it via MSI/EXE.  The logs are showing the MSI installation failing due to a memory access violation.  I’ve gathered and provided logs from two computers along with the system and application Windows Event logs that show the memory access violation errors.

Hello EdenNCIT - I have taken a look through the logs, and the Client log cuts off shortly after it downloads the new Jump Client update, so nothing much more to review in those.

In the MSI log however, it does state: ‘MSI (s) (AC:04) [08:33:25:464]: Product: BeyondTrust Jump Client - support.edennc.us -- Installation failed.’ - can I ask, is this a manual attempt to install the JC? If so, a certain process needs to be followed, namely - removing the Jump Client via the orginial (older) MSI first, before running this newer MSI.

I’ll raise this with the Support Team here to see if we can get some forward movement on this for you.

No, it’s not a manual attempt, it’s the appliance trying to update pinned endpoints.  The logs cut out because after the appliance attempts to upgrade the client and the MSI installation fails (MSI is now the only option in 24.3.1 since .EXE has been deprecated), the jump client service stops itself.  

We’re also seeing reports online of the same issues occurring with some of your other Remote Support customers.

We’re now on day 15 of being ghosted by BeyondTrust support.  No updates have been added to the case. No e-mail communication regarding a resolution. Not even a note to just say “We’re still working on this” has been added to the case.  If I let a ticket sit for 15 days with no response to the customer, I’d be sitting in my manager’s office, and not for a friendly chat.

I get the same issue more than 50 Jumpclient in Upgrade Pending states with Active Status

And nothing append i ‘m from 24.2.3 jumpclient en try to upgrade to 24.3.1.

No log revelent

Please update this status !

We have about 7000 Passive Jump clients stuck in Upgrade pending state. Newly generated Jump client installation MSIs not working correctly. 3 open support cases and no fix in sight. No communication from support for 20 days.

Is anyone still working in BeyondTrust?

I called in for an update and was told that my ticket has been sitting in the tier 3 queue since November 27th AND HASN’T BEEN ASSIGNED TO A TECHNICIAN.  How is this an acceptable level of customer service?

Hello ​@EdenNCIT and ​@Andrej,

I apologize for the delay in resolving this issue.  I have escalated both of your tickets to our support leadership team, and will have someone reach out to you through the ticket for next steps.

Thanks,

Devin

VP, Customer Success & Adoption

We had similar issues with 24.3.1: dozens of pinned endpoints stuck at “Upgrade Pending.”  We opened a ticket and the tech pulled some logs.   In the end he advised downgrading back to 24.2.4 which we did by rolling back the VM snapshot.  All the pinned endpoints, including the ones that were “Upgrade Pending” for 5 days came back online fine.

Greetings - we had a similar experience as others.  We are RS only.  Our upgrade was automatically applied by BT because of the SaaS incident.  We had 25 out of ~1300 clients stuck in Upgrade Pending.  It looks like the service stopped somewhere along the line.  We pushed a PS script to start the service and within seconds the clients upgraded.  The PS code. “Get-service -DisplayName "BeyondTrust*" | where {$_.Status -eq "Stopped"} | Start-Service”  

I attempted to start the service on my locally installed Jump Client and the service started but immediately stopped again. I’m working with a number of customers who are also having this problem. 

Hello, any update on this from anyone?

we ran into the same issue on few devices…. Support suggested to 

Export the Root certificate from the /appliance -> Certificate section and update the trusted root store of the endpoint machine.

This resolved the issue.