Agent Update Questions

Applies To:

Halcyon Agent

Overview:

The current Halcyon Agent release schedule follows a bi-monthly cadence with an exception for hotfixes, if necessary. For customers who are not version pinned, when a new Agent is released to production, you can expect Agents to start updating after the next successful heartbeat to the cloud. Listed below are some reasons why an Agent may not update and what can be done to remediate the issue:

• Device not communicating to the cloud (does the console show a recent heartbeat for the device?)

• A reboot is pending for the machine due to another application update.

• An error with the Agent preventing the update from succeeding.

Resolution:

Ensure the Agent has a viable network connection and is able to reach Halcyon cloud services. Schedule a reboot of the device to remove any pending reboot flags and ensure the Agent is in a known good running state.

Additional Information:

Collect Agent logs from C:\ProgramData\Halcyon\HalcyonAR\logs and contact Customer Success if the Agent is unable to update for further troubleshooting.