Purpose

In rare instances, a Quickpass agent update may fail and be unable to complete the agent update process. Sometimes, the previous installation of the Quickpass agent will remain partially installed, although the MSI and EXE files from the installation were been deleted from the C:\ProgramData\Package Cache\ folder during the Quickpass agent update attempt.

The following details how to diagnose this challenge and resolve it.

Diagnose

1. When attempting a Quickpass agent update or uninstall, you see an error similar to what is shown below.

2. You copy the 'C:\ProgramData\Package Cache\...' File Explorer path referenced under the 'Use source:' text window and find that it does not exist, or you navigate to it on the machine to find that no file by the name of 'Quickpass-Agent-x64.msi' is present.

Resolution

If the above diagnoses steps prove true, please contact CyberQP Support at <support@cyberqp.com> or create a support ticket via the online portal and provide the following information:

• Quickpass Agent version installed on the machine.
• Screenshots of any errors shown when attempting the Quickpass Agent update/uninstall (as shown above in step 2 Diagnose).

1. Navigate to Control Panel > All Control Panel Items > Programs and Features.

2. Find the Quickpass Agent program, and note the Version number listed in the far right column.

3. Once the support ticket is submitted, CyberQP Support will contact you with an installer for the specific version of the Quickpass Agent that is currently installed on the machine. 

4. Once you have received the installer, open File Explorer and navigate to C:\ProgramData\Package Cache\

5. Reference the folder path noted in the error message (as shown above in step 2 Diagnose) and recreate the package cache folder location it is trying to reference - if it doesn't exist. 

6. Once the folder path is created, move the installer into that folder and run it As Admin

7. Once the install window opens, select Repair

8. Once repaired, you should then be able to update the Quickpass Agent to the latest version, or complete an uninstall and re-install the latest Quickpass Agent version.

NOTE: For Quickpass Agent uninstallation procedure, see - Quickpass Uninstall Procedure