Description of Issue

• Systems Affected: Windows Server 2008 R2, 2012, 2012 R2, 2016 and 2019. 
• The server agent shows as offline in the web admin console
• The Quickpass Server Agent windows service is stopped in Start -> Run -> services.msc. If you start the service manually it stops right away. 
• In the windows system event viewer you see event ID 7031 many times with description "The Quickpass Server Agent service terminated unexpectedly. It has done this X time(s). The following corrective action will be taken in 10000 milliseconds: Restart the service."
• Password rotations fail
• Self-serve password resets fail

Cause

The issue is causes by an inconsistency between the local cache of the Quickpass user database and Active Directory causing an un-handled exception.

Resolution

Quickpass has released a hotfix for this issue that resolves the cases that cause the local cache inconsistencies between Quickpass and Active Directory. Follow the instructions below to apply the hotfix. 

• Download server agent version 1.6.2 which includes a hotfix for this issue. Follow the guides below to generate the latest version of the server agent and to install. 
  • https://support.getquickpass.com/hc/en-us/articles/360035206694-How-to-Generate-Custom-Server-Agent
  • https://support.getquickpass.com/hc/en-us/articles/360035206994-How-to-install-the-Server-Agent
• Uninstall the older Quickpass server agent from Program & Features.
• Install server agent version 1.6.2