> For the complete documentation index, see [llms.txt](https://eaclouddoc.eauditor.eu/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eaclouddoc.eauditor.eu/eacloud-docs-en/features/it-management/updates/troubleshooting.md).

# Troubleshooting

This page helps resolve the most common issues related to detection and management of Windows updates.

### Quick diagnostics

| Issue                                             | What to check first                                       |
| ------------------------------------------------- | --------------------------------------------------------- |
| The update is not visible                         | The eAgent status and the computer's last connection date |
| The operation has status Error                    | Full operation log                                        |
| The operation remains in progress for a long time | Whether the computer is online                            |
| The update was not uninstalled                    | Whether Windows allows this package to be removed         |
| The hidden update was installed                   | Whether Windows Update did not consider it required       |

### Detecting and installing updates

<details>

<summary><strong>The update is not visible in the list</strong></summary>

The update list refreshes automatically in the background. Check the eAgent status and the computer's last connection date.

</details>

<details>

<summary><strong>The operation remains in Current operations for a long time</strong></summary>

Check whether the computer is online. The task will be executed when the device connects to the update engine.

</details>

<details>

<summary><strong>The operation ended with an error</strong></summary>

Go to the tab **Logs**, find the operation and click **Read the full log**. Include the error message and the names of the update and the computer in the report.

</details>

### Uninstalling and hiding updates

<details>

<summary><strong>The update cannot be uninstalled</strong></summary>

Not all Windows updates support uninstallation. Check the full operation log. If the system marks the package as non-removable, eAuditor cloud will not be able to uninstall it.

</details>

<details>

<summary><strong>The hidden update was installed anyway</strong></summary>

The update-hiding request is passed to the Windows Update engine. In exceptional cases, however, Windows may still install the patch if it considers it required.

</details>

### Error report

For the report to be analyzed efficiently, it should contain all information required in the procedure below.

Reports should be sent to:

<support@eauditor.eu>

In the body of the report, provide:

* the contact details of the person responsible for contact regarding the report,
* as detailed a description of the issue as possible,
* the name or login of the user affected by the issue,
* the name of the associated computer,
* information on whether the issue affects one or multiple users,
* the name of the tab where the issue occurs,
* description of the actions taken to resolve the issue independently,
* the date and time when the issue occurred,
* the eAgent status and the computer's last connection date,
* the applied filters and the selected time range,
* screenshots, error messages, or other materials helpful for analysis.

After sending a message to the address <support@eauditor.eu> the report will be automatically acknowledged by a reply message.

No confirmation means the report may not have reached the support team. In that case, verify the recipient address and send the message again.

{% hint style="danger" %}
Do not send passwords, login credentials, access keys, or any other authentication information. If the analysis requires additional data, technical support will indicate a secure way to provide it.
{% endhint %}


---

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