ePO 5.10 Update fails due to Paessler Router Traffic Grapher Network Monitor

Technical Articles ID: KB94451
Last Modified: 3/18/2022

Environment

McAfee ePolicy Orchestrator (ePO) 5.10.x, 5.9.x

Paessler Router Traffic Grapher (PRTG) Network Monitor

Problem

After you try to install ePO 5.10.0 Update 9, the install fails and displays the errors below:

Failed to apply update. All applied changes have been reverted
The ePOUpdater.log file records errors similar to the following:
Error: Unknown error while executing other file
Error: Error: EPERM: operation not permitted, unlink 'C:\PROGRA~2\McAfee\EPOLIC~1\dal.dll'
at Object.fs.unlinkSync (fs.js:1061:3)
at mayCopyFile (C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\node_modules\fs-extra\lib\copy-sync\copy-sync.js: 59:8)
at onFile (C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\node_modules\fs-extra\lib\copy-sync\copy-sync.js: 54:10)
at getStats (C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\node_modules\fs-extra\lib\copy-sync\copy-sync.js: 48:44)
at startCopy (C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\node_modules\fs-extra\lib\copy-sync\copy-sync.js:36:10)
at Object.copySync (C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\node_modules\fs-extra\lib\copy-sync\copy-sync.js:31:10)
at copyFileInSync (C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\js\core.js:1596:13)
at executeOtherFiles (C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\js\core.js:1529:13)
at C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\js\core.js:1273:17
at C:\Users\Joe\Downloads\ePO_5.10.0_Update_9\resources\app\node_modules\async\dist\async.js:3110:16
info: Add update with id CU-9 to failed update list

NOTE: Although these errors were seen with ePO 5.10 Update 9, it is expected to be seen with any ePO 5.10 update.

Cause

The issue is caused by PRTG Network Monitor, which monitors the McAfee services, and restarts them during the Installation process.

This issue might also apply to other monitoring software.

Solution 1

Temporarily stop the PRTG Network Monitor and ePO services:

Stop the PRTG Network Monitor service.
Stop the ePO services.
1. Access the ePO server.
2. Press the Windows key + R.
3. Type services.msc into the field, and press Enter.
4. Right-click each of the following ePO services, and select Stop:
  
  McAfee Mobile plug-in Service
  McAfee ePolicy Orchestrator 5.10.0 Application Server
  McAfee ePolicy Orchestrator 5.10.0 Event Parser
  McAfee ePolicy Orchestrator 5.10.0 Server
5. Close the services window.
Reinstall ePO 5.10 Update X. The installer restarts the ePO services.
Start the PRTG Network Monitor service.

When the installation is complete, wait a minute to allow the ePO application server to initialize.

Solution 2

Contact the third-party PRTG company for help: https://www.paessler.com/prtg

Affected Products

ePolicy Orchestrator 5.10.x
Upgrade/Migrate

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ePO 5.10 Update fails due to Paessler Router Traffic Grapher Network Monitor

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Cause

Solution 1

Solution 2

Affected Products

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ePO 5.10 Update fails due to Paessler Router Traffic Grapher Network Monitor

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Solution 1

Solution 2

Affected Products

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