Problem with update from 12.3.2.5

[S_Kunimünch]

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

[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_Kunimünch]

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_Kunimünch]

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

[S_Kunimünch]

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.
 

[S_Kunimünch]

Hello Frank,

I've already done that. I stopped and disabled all services to ensure they wouldn't restart after a reboot. Unfortunately, the same error still occurs.
This happens on both servers — the main server and the scan server.

Best regards,
Sascha