N-central Help

KBA91002: Troubleshooting AV Defender upgrades

When permitted to do so by the Maintenance Windows, the agent verifies if there is an upgrade to AV Defender available on sis.n-able.com. If a valid AV Defender upgrade is available, the agent starts the installation of the upgrade and re-starts the computer once the upgrade installation is complete if permitted to do so by the Maintenance Window configuration.

After re-starting the computer, the agent detects the current version of AV Defender. If the AV Defender version does not match the latest available version, the agent initiates the upgrade again if permitted by the Maintenance Window configuration.

After three successive upgrade attempts and the AV Defender version does not match the latest version available, the upgrade will not be attempted again. The following error message may be displayed for the AV Defender Status Service:

"The maximum number of attempts to upgrade has been reached. Upgrade has been attempted <x> times."

This error message means that after three attempts, the AV Defender software installed is not the latest version.

If there are no other errors the message that appears is Success. Reboot required return code (3010).

Resolving the root cause of this problem will require that you contact SolarWinds MSP Technical Support.

To temporarily work around this issue, complete the steps below. It performs a complete removal and re-installation of AV Defender. This also clears the max retries flag and removes the error message.

  1. Click ViewsAll Devices and click the name of the device.
  2. Click SettingsSecurity Manager and click Enable Security Manager check box to uninstall Security Manager.
  3. Click Save.
  4. Allow sufficient time for SolarWinds N-central to complete uninstalling AV Defender; it can take up to 30 minutes.
  5. Re-start the device.
  6. Repeat step one to install Security Manager.