Remote Control - Knowledge base

Unable to complete on-demand tasks: "Agent version is not compatible"

Problem

You are trying to complete the following on-demand tasks:

  • Scanning for patches
  • Scanning for inventory
  • Establishing remote control
  • Shutting down computers remotely
  • Moving agents from one remote office to another

However, you encounter an error - "Agent version is not compatible".

Cause

When you try to take control of a remote computer or when you scan for patch or intentory manually, you get as error as "Agnet version is not compatible". Desktop Central tries to upgrade the agent automatically, however it fails due to one of the following reasons:

  • Communication between the Desktop Central server and the Distribution server has failed
  • Agent binaries might be corrupted. 

Resolution

  1. Verify connectivity between Desktop Central server and the Distribution server, you can verify this from Desktop Central web console -> SoM -> Remote Office -> DS Replication Interval. You can identify if the Distribution server is in contact with the Desktop Central.
  2. Ensure DS has replicated after applying the new version. 
  3. Ensure Desktop Central server and the Distribution server S folder is excluded from AV.
  4. Agent Binaries might be incomplete, retry to configure agent settings/retry agent generation SoM Settings-> Agent Settings->Save Changes.
  5. From the computer where Desktop Central agent is installed, try to verify the connectivity to reach the Desktop Central server by, pinging the Desktop Central server. 
  6. If you still find the problem persists, contact Support with Server & Agent logs

Applies to: Remote Control, Agent Version is not compatible, Remote Control Failure, Manual Asset Scanning, Patch Scanning

Keywords: Remote Control failure, Agent Upgrade, Agent Version incompatible

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