Problem with update from 12.3.2.5

[S_Kunimuench]

Hello everyone,

I'm currently still on version 12.3.2.5. With this version, I set up a second scan server, which is working very well.

However, I’m unable to update to a newer version, and I'm not sure if this issue started after setting up the second scan server.
Every time I try to update, it proceeds up to the start of the update, and then a browser window opens with the unhelpful message:
"An Installation Error Occurred. It looks like something went wrong."

Does anyone have an idea what might be causing this? These are the last lines in the setup log

2025-05-12 07:33:53.256   Extracting temporary file: C:\Users\xxxxx\AppData\Local\Temp\is-R3TN2.tmp\WebpiCmd-x64.exe
2025-05-12 07:33:53.256   Extracting temporary file: C:\Users\xxxxx\AppData\Local\Temp\is-R3TN2.tmp\WebpiCmd-x64.exe.config
2025-05-12 07:33:53.271   Extracting temporary file: C:\Users\xxxxx\AppData\Local\Temp\is-R3TN2.tmp\Microsoft.Web.PlatformInstaller.dll
2025-05-12 07:33:53.319   .Net Framework 4.8 already installed (4.8.04161).
2025-05-12 07:33:53.319   Extracting temporary file: C:\Users\xxxxx\AppData\Local\Temp\is-R3TN2.tmp\VC_redist.x64.exe
2025-05-12 07:33:53.319   CurStepChanged raised an exception (fatal).
2025-05-12 07:33:53.319   Deinitializing Setup.
2025-05-12 07:33:53.319   Lansweeper Setup Aborted! Failed Actions: Error:  The process cannot access the file because it is being used by another process.! Failed:  The process cannot access the file because it is being used by another process.! Errorcode: 
2025-05-12 07:33:56.422   Failed to remove temporary directory: C:\Users\xxxxx\AppData\Local\Temp\is-R3TN2.tmp
2025-05-12 07:33:56.434   Log closed.

I’ve already stopped and disabled all Lansweeper services and rebooted the server, but the same behavior persists.

I’m using Lansweeper with IIS (not Express) and a separate MS SQL Server.

Thanks and best regards,
Sascha

[S_Kunimuench]

Hello,

I'm still waiting for a solution here. Either how I can get the update installed, or how I can open a ticket. Because neither is working at the moment. It would be really nice if someone from support could finally get back to me.

Bye, Sascha

[micos]

Hello team,

Same issue on our end as well. Stuck on 12.3.3.0 version for a long time now, since then whenever I have attempted to upgrade to the latest version keeps failing with the below message. 

Lansweeper Tech Support, please  for you support to identify the root cause and sort it out asap.  

 

[S_Kunimuench · Accepted solution]

I wrote a mail to support@lansweeper.com and get this answer

Thank you for contacting Lansweeper Support.

This error message:

2025-05-12 07:33:53.319   Lansweeper Setup Aborted! Failed Actions: Error:  The process cannot access the file because it is being used by another process.! Failed:  The process cannot access the file because it is being used by another process.! Errorcode:

Is usually related to the antivirus or antimalware software installed on your computer. We've found that some AV/AM software, such as Cisco's, might lock files needed by the installer, like the C++ installers. We have created a bug about it, LAN-17510. Once it is solved, it will appear in our changelog: https://www.lansweeper.com/changelog/

Works for me.

[micos]

S_Kunimuench hi,

Super. Issue resolved. You are right. The AV was the root cause. Many thanks!

[S_Kunimuench]

Can someone help me? I’m unable to create support cases.

[FrankSc]

Dear, 

Based on the error, could you please also check if there are no read/write issues on C:\Users\xxxxx\AppData\Local\Temp\is-R3TN2.tmp?
If the issue remains, please create a Support Case.

[S_Kunimuench]

Can you please help me so that I can open a support case? As soon as I click on 'Create Case', nothing happens.

[S_Kunimuench]

I also already deleted the temp folder and saw it being recreated. I don’t think that’s the cause.

When I click on “Create Case,” the page doesn’t load for me. What could be the reason for that?

[FrankSc]

Dear, 

Can you check if there is still a tool open? Like ConfigEditor.exe, or DatabaseMaintenance.exe?
The error typically indicates that an exe cannot be replaced, because it is still running or open. 

Additionally, check to stop all Lansweeper-related services.