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

The update is not visible in the list

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

The operation remains in Current operations for a long time

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

The operation ended with an error

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.

Uninstalling and hiding updates

The update cannot be uninstalled

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.

The hidden update was installed anyway

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.

Error report

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

Reports should be sent to:

[e-mail]

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 [e-mail] 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.

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.