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000012440
 Troubleshoot TDR Host Sensor Update Errors on Windows Devices

Information

My Host Sensor upgrade failed. How can I troubleshoot the problem?

When a new version of the TDR Host Sensor is released, any installed Host Sensor automatically tries to upgrade. If the upgrade fails three times in a row, the Host Sensor is classified as in a trouble state and shows with an orange icon in the TDR web UI. On Windows devices, there is sometimes an error code associated with the failed upgrade. This is a list of common upgrade errors and options to troubleshoot the issue. If you see an MSI error that is not included here, you can search Microsoft Windows Dev Center for "Msiexec error messages".

It can take up to 24 hours before TDR automatically tries another upgrade. If you want to see if your issue is fixed, you must turn off the Host Sensor Auto-Update option at Settings > General. It is important to turn this setting on again after you have fixed the issue so your Host Sensor stays current. 

No Error Code: The Windows Installer Service could not be accessed

  • Contact your support personnel to verify that the Windows Installer Service is correctly registered.
  • Make sure the system was not booted in safe mode and that the Windows Installer Service is running.
No error code: A fatal error occurred during installation
This indicates Windows could not register the TDR Host Sensor service on upgrade. To troubleshoot:
  • Manually uninstall the Host Sensor and try to install it again. If the install problems persist, contact WatchGuard Support.
No Error Code: Unable to update: Max updates for host exceeded

The basic error message indicates the TDR Host Sensor could not download the upgrade .msi file from the cloud, or could not save it locally. To troubleshoot:

  • On your firewall, add these hostnames to the Threat Detection and Response policy:
    • tdr-files-na.watchguard.com
    • tdr-files-eu.watchguard.com
  • Remove unecessary files from C:\windows\Temp\ and make sure there is free space on the system drive.

Problem updating sensor, error code: 1601

  • The Windows Installer Service could not be accessed. Contact your support personnel to verify that the Windows Installer service is correctly registered.
  • Make sure the system was not booted in safe mode and the Windows Installer Service is running.

Problem updating sensor, error code: 1603, Unable to update: Max updates for host exceeded)
This error code means that Windows could not register the TDR Host Sensor service after the upgrade. To troubleshoot:

  • Manually uninstall the Host Sensor and try to install it again. If the install problems persist contact WatchGuard Support.
Problem updating sensor, error code: 1605
This action is only valid for products that are currently installed. As part of the Host Sensor upgrade process, the previous Host Sensor is uninstalled. This error indicates the uninstall process for the previous Host Sensor failed. To troubleshoot:
  • Manually uninstall the Host Sensor and install it again. If the install problems persist contact WatchGuard Support.
Problem updating sensor, error code: 1612
The installation source for this product is not available. Make sure the source exists and that you can access it.
  • Clear out any unnecessary files from C:\windows\Temp\ and make sure that there is free space on the system drive.
  • If there is a local antivirus or security product installed, see if it blocked the execution of the upgrade .msi file.
Problem updating sensor, error code: 1618
Another installation is already in progress. To troubleshoot:
  • Complete the other installation, then try to update the Host Sensor again.
This error is usually temporary. If this issue persists, see if another software installation is stalled or in process. If there is a stalled Windows installer process, kill the process or reboot the computer.

Problem updating sensor, error code: 2203, Unable to update: Max updates for host exceeded
The installation files cannot be unpacked.  To troubleshoot:
  • Clear out any unneeded files from C:\windows\Temp\ and ensure that there is free space on the system drive. 
  • From the Control Panel, restart the Windows Installer service.