Symantec Privileged Access Management

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  • 1.  Client update broken for some users.

    Posted Jun 09, 2020 05:08 PM
    We have several users that are getting the message "Another instance is under update, please wait" when launching the client.  There are no other instance running.  Rebooting does not resolve the problem.  The only way to resolve so far is reinstalling the client

    Any idea what causes this?  Is there an easier way to fix it?

    This appears and does not go away or ever finish updating.


  • 2.  RE: Client update broken for some users.
    Best Answer

    Broadcom Employee
    Posted Jun 10, 2020 09:39 AM
    I had always assumed that this error was the result of having two processes running, but if that were the case then it would go away with a reboot.  So that means that there is something persistent on the machine that flags that an update in is progress.  Compare the following with a working client and see if you can find any difference that may signal that an update is in progress.  Let us know if you find something:

    • Look in the registry under HKCU\Software\JavaSoft\Prefs\com\ca\client
    • Look in c:\Users\<username>\CA Pam Client\version
    • Look in c:\Users\<username>\CA Pam Client\settings.properties
    • Look in c:\Users\<username>\CA Pam Client\launch.properties
    • Compare the files under c:\Users\<username>\CA Pam Client and see if an additional file exists on the failing client
    You might also get a hint from c:\Users\<username>\CA Pam Client\logs.log as to what it's checking to determine if an update is in progress.

    Finally, this may be the result of an incomplete/failed update, in which case reinstalling the client may be the only solution.