Symptoms
During an upgrade attempt in Lansweeper on-prem, an error occurred stating "An Installation Error Occurred". The web console became unavailable, and the Lansweeper and IIS services failed to start.
Diagnostics
Verify that no antivirus software is running during the installation process, as it may interfere with the upgrade.
Resolution Steps
- Disable any active antivirus software on the server, particularly any that might be operating in an auditing mode (e.g., Cisco Secure Endpoint). For instructions, please consult with your vendor.
- Retry the Lansweeper upgrade process as documented here: https://community.lansweeper.com/t5/lansweeper-maintenance/update-lansweeper-on-premises/ta-p/64338
Notes
In this scenario, disabling the antivirus allowed the installation to proceed successfully. Always ensure antivirus software is temporarily disabled while performing significant software upgrades to avoid conflicts.
