Appendix A: Troubleshooting

The information below will assist you in the unlikely event that you experience difficulty when upgrading to Ivanti Endpoint Security 2025.1 (8.6.0.80).

Top Upgrade Issues

The following list identifies the top reasons why you cannot complete upgrade.

  1. You do not have adequate permission to perform the upgrade. Only users assigned the Administrator role (or the InstallationManager access right) can access Installation Manager.

  2. Your system does not have the minimum required Windows components, or does not meet the minimum system requirements.
    Refer to the Endpoint Security Server Install Guide for a complete list of both required and recommended system requirements.

  3. Failure to stop or disable an AntiVirus product (such as McAfee, Trend-micro, Symantec, and so on) prior to running the upgrade.

An AntiVirus product can prevent processes from running correctly during the installation. For best results, stop or disable all AntiVirus services prior to the upgrade. If you have an upgrade issue and you currently have an AntiVirus product running, Ivanti Support will be unable to assist you until the AntiVirus product has been disabled.

Frequently Asked Questions

When preparing for, or while performing an upgrade, users often ask the following questions.

  1. Is there a cost for the upgrade?

    No, as long as you are a current Endpoint Security customer you can download and install the latest version without an additional charge.

  2. I cannot remember my login and/or password to the Ivanti Community. What do I do?

    Click the Forgot my password link and follow the instructions. A new password will be sent to you. If you receive a message indicating that the email you entered is not recognized, try using a different email address or contact Ivanti Support for assistance.

  3. If I upgrade my server now, do I have to immediately upgrade my agents?

    No, it is not necessary for you to upgrade your agents at the same time that you upgrade your server. We do, however, encourage you to upgrade them to take advantage of the new Endpoint Security Agents.

  4. My upgrade appeared to go smoothly, however my replication appears to be taking a long time. How long should this first replication take?

    After the upgrade, it is not uncommon for the initial replication to take anywhere from 30 minutes to 2 hours to complete, depending upon your network speed and available bandwidth.

  5. What should I do if I want to get a separate license to build and test my Endpoint Security server before I upgrade or move my agents?

    Contact your Ivanti Account Manager for additional details. If necessary, refer to Ivanti Support for contact details.

  6. Who do I contact if I have questions or would like assistance with the upgrade?

    Please contact the Ivanti Support Team with any questions or requests for assistance.

  7. Who do I contact if I have problems with the upgrade or the upgrade fails?

    Please contact the Ivanti Support Team with any questions or requests for assistance.