ERR-2026-002: MonitorWare Agent update reports success but program files are not upgraded correctly#

Status: Resolved

First published: August 26, 2026

Description#

A direct MonitorWare Agent update across product generations can finish with a successful setup message while one or more program features remain incomplete. The installed product identity may look current, but the MonitorWare Agent client, service, or selected feature files can still be from the older release. A later repair can then appear to do nothing because Windows Installer still considers the affected features installed or otherwise satisfied.

This is an installer registration and feature-state problem. It does not, by itself, indicate that the MonitorWare Agent configuration was deleted. A newer setup can change package contents without changing the installed product identity, leaving the recorded feature state out of sync with the files on disk.

Affected products and versions#

This notice applies to MonitorWare Agent. The behavior has been confirmed on direct updates from the 13.x generation to the 15.x generation. The same failure mode can also appear on other direct paths when the symptoms described below are present. Older starting versions may also be affected; this notice does not claim that every historic version is proven to fail.

When an intermediate release is available, adjacent MonitorWare Agent upgrades such as 14.x to 15.x usually work and are the preferred in-place path. They are not a guarantee, so verify the result after every update. A fresh installation of the target release on a clean machine is outside the typical scope of this notice.

Impact#

The setup wizard can display a normal completion page even though the installed MonitorWare Agent client or service still runs older binaries. Modify or Custom Setup can show an unexpected state, such as no selected subfeatures or zero required disk space. The About dialog or file properties can disagree with the version shown by setup or Programs and Features. A service or locked file can also cause a reboot prompt during recovery.

How to determine whether this applies#

Check for all or most of the following:

  • the issue follows a direct in-place MonitorWare Agent update between product generations

  • setup reports that the installation completed successfully

  • the running MonitorWare Agent client, service, or file properties still show an older version

  • Modify or Custom Setup shows an incomplete feature state, such as 0 of 1 subfeatures selected or 0 KB

  • an ordinary repair does not replace the older files

Record the client version, service version, selected features, and file versions before and after recovery. Preserve the verbose installer logs if further support is needed.

Workarounds#

  1. Export or back up the MonitorWare Agent configuration before changing the installation.

  2. If a staged update is practical, update 13.x to 14.x and then to 15.x, verifying the client, service, features, and configuration after each hop. A staged path reduces the size of the generation change; it is not a guarantee of success.

  3. If the installation remains inconsistent, use the MonitorWare Agent clean-install procedure after exporting the configuration. Uninstalling removes program files, so confirm the configuration and license after installing the target release and re-import configuration data if required.

  4. If the symptoms already match this notice, run the following as two separate elevated setup runs from the folder containing the MonitorWare Agent installer. Close the Configuration Client and stop the MonitorWare Agent service manually before each run. This can avoid a reboot request caused by locked service files, although it cannot avoid every reboot request.

    First run: mark every setup feature as locally installed.

    mwaremax.exe /v"ADDLOCAL=ALL /L*v %TEMP%\mwagent-addlocal.log"

    Second run: force a refresh of the installed files and registration data.

    mwaremax.exe /v"REINSTALL=ALL REINSTALLMODE=amus /L*v %TEMP%\mwagent-reinstall.log"

    Let the wizard finish after each command. Do not combine the two property sets into one command for this recovery path. If the first command opens a resume page, continue through the wizard. After the second run, check Modify or Custom Setup, then verify the About dialog, file versions, service state, and configuration before normal use.

Resolution status#

The 26.09 MonitorWare Agent setup release corrects the cross-generation installer behavior. The corrected MonitorWare Agent service build is 26.9.0.689.

The correction applies when the update is performed with the 26.09 setup. It does not retroactively repair an installation that was already left incomplete by an earlier setup; use the recovery steps above for that situation.

After a direct update from an earlier product generation, confirm that the installed service and Configuration Client report the expected 26.09 versions and that the required features are present.

Revision history#

  • September 1, 2026: Resolved in the 26.09 MonitorWare Agent setup release; added the Technical Release Notes link.

  • August 26, 2026: Initial publication for MonitorWare Agent, with the two-stage repair workaround and cross-version symptom guidance.