Versions / Builds AffectedLanGuard 2011 SR2 build 20111128
Problem SummaryWhen upgrading from a previous version the upgrade might fail as some of LanGuard's processes are still running. There is a mechanism in place for killing these processes, but a defect was introduced on which breaks killing our own processes.
How to IdentifyThe installer shows the following dialog:
There was an error while downloading and installing prerequisite: GFI LanGuard 2011 Engine
To retry prerequisite installation, click retry.
To quit the setup progra, click Exit Setup.
[x] Open the prerequisite download location when exiting
[Retry] [Exit Setup]
The most common situation is when users get notified in the app that a new build is available and they click on that notification which downloads and triggers the installer. This all happens while languard.exe is running and the upgrade will fail.
The list of processes that might cause the failure is (the ones that are more likely to be running at that exact moment are on top):
Some of the above processes also exist on agents, so there may be coincidences that will cause failure to upgrade the agents. This will however be temporary as we retry to upgrade the agent every 6 hours in case of such failure.
Workaround / Fix DetailsThe upgrade usually works just fine if the user closes the application before running the installer. If any of the above processes is running, then terminating the process also unlocks the upgrade.
There will be no extra build to address this issue. In future versions this issue will be addressed though.
Required ActionsCommunicate the workaround to the customer.