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March 24, 2013 21:49 Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #226577
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Nick_Sinyakov

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Hi all,

Please advice how to uninstall\upgrade AVG Internet Security 2011 to 2013 using Admin Console 2013.
Station is online. Version 10.0.1424
For uninstall I'm getting: Installation failed: Remote workstation is not responding to the status check - operation cannot continue! Please check if the workstation is powered on, connected to a network and Firewall settings are correct (for ping operations especially)
Same for the upgrade attempt.

Thanks,
March 25, 2013 16:21 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #226660
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Optic

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Hi Nick_Sinyakov,

The network requirements for remote installation have changed for AVG 2012 and later. Please visit this FAQ for the new requirements:

http://www.avg.com/gb-en/faq.num-4560

Should the install still fail, please reply with the following logs:

- XP\Server 2003 - C:\Documents and Settings\%username%\Local Settings\Application Data\Avg2013\admin_log\admnetworkinstaller.log

- Vista\7\Server2008 - C:\Users\%Username%\AppData\Local\Avg2013\admin_log\admnetworkinstaller.log

Our only advice would be to use the Network Installer Wizard if not being used already as it gives you more control of the installation:

- In the Admin Console > Tools > Run AVG Network Installer Wizard > Advanced Mode > Follow the wizard

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



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March 25, 2013 22:05 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #226687
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Nick_Sinyakov

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Hi Michael,

Thanks for reply. I've checked FAQ link which you provided and can confirm that all required services are started as well as Firewall rules.
Please find attached admnetworkinstaller.log with 4 latest attempts to uninstall and upgrade AVG 10.0.0.14xx

P.S. All this time I've used Network Installer Wizard.

Regards,
Nick
March 26, 2013 11:14 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #226728
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Optic

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Hi Nick_Sinyakov,

The log shows that the install is not even getting as far as pinging the workstation. Would you mind putting the network installer into debug please:

Open this cfg file in notepad:

XP\Server2003 - C:\Documents and Settings\All Users\Application Data\Avg2013\Admin Log\Log\admnetworkinstaller.cfg
Vista\7\Server2008 - C:\ProgramData\Avg2013\Admin Log\Log\admnetworkinstaller.cfg

- Change the line 'Severity=Info' to 'Severity=Debug'
- Save the changes
- Restart the Admin Server Monitor
- Induce the issue again
- Attach the debug log again to your reply.

Is it possible to check port connectivity both from the Server to the client and the client to the workstation. Portqry can be used for this - http://support.microsoft.com/kb/310099

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



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March 26, 2013 22:43 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #226778
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Nick_Sinyakov

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Hi Michael,

Please find attached log file with severity=debug and the screenshot from Admin console.

Could you clarify which port should I check using portqry application?

Thanks,
Nick
March 27, 2013 09:47 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #226798
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Optic

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Hi Nick Sinyakov,

Thanks for the log. Unfortunately there is not much more info in the log for us to see what is happening. The port we need to test is 135. The UI link is here as it is a bit more user friendly to use - http://www.microsoft.com/en-gb/download/details.aspx?id=24009

Please test the connection to workstation from the Server and vice versa for both TCP\UDP protocols.

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



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March 27, 2013 21:50 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #226835
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Nick_Sinyakov

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Hi Michael,

I've tried to connect to the PC to port 135 using telnet - successful. Also please find attached port query report for TCP+UDP 135 port tests.

Regards,
Nick
March 28, 2013 10:28 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #226852
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Optic

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Hi Nick Sinakov,

Thanks for the log. The TCP test looks okay, but the UDP does not:

UDP port 135 (epmap service): LISTENING or FILTERED

Querying Endpoint Mapper Database...
Server's response:

RPC query failed (6e4).

Is this just the one workstation that you cannot remotely deploy to?

Thanks,

Michael Allen

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April 1, 2013 21:34 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #227066
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Nick_Sinyakov

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Hi Michael,

I have the same issue with all four stations which have old (10.0.14xx) AVG software. All errors are the same.

Regards,
Nick
April 2, 2013 09:28 Re: Uninstall\Upgrade AVG 2011 IPW Using Admin Console 2013 #227084
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Optic

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Hi Nick_Sinyakov,

If there are only 4 machines to do, it would be quicker to run the latest installation file locally to upgrade the machines - http://www.avg.com/gb-en/download.prd-ise (Existing AVG installation will be upgraded during install).

Thanks,

Michael Allen

AVG Customer Services

http://www.avg.com



Join the AVG community!

http://www.facebook.com/AVGFree

http://www.twitter.com/avgfree

http://www.youtube.com/officialavg
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