CyberQP experienced a major incident on April 25, 2024 affecting Agent and Agent, lasting 1d 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 25, 2024, 02:22 PM UTC
We are currently investigating an issue with Agents that have updated to 4.1.0.0 overnight. We're seeing behaviour where the Agent service is running on the system, however it is not communicating with the back end. Symptoms include: 1. Agent Showing offline on the Dashboard 2. Service on Server is running. 3. Event Viewer -> Applications and Services Logs -> Quickpass Events -> Log entries indicating that the Service is attempting to connect to server "waiting for authentication" or repeated "Disconnect from Server" and then attempts to connect again. As soon as we have an update from our internal teams we will update you with more information.
- identified Apr 25, 2024, 05:36 PM UTC
We have identified the issue and our team is currently working on a hotfix. We will send another update when the hotfix will be released today.
- monitoring Apr 25, 2024, 10:30 PM UTC
We are pleased to inform you that a Fixed Agent has been released as a Hotfix. Agent Version 4.1.1.1 has been released. How to get the Agent Update Auto Update: No action required. The agent checks for new updates every two hours. Force Agent Update: Via RMM or other Management Tool force the Update Executable from this Path: "C:\Program Files\Quickpass Software\Quickpass Server Agent\AgentUpdater.exe" - This will need to be ran with Administrative privileges. Scripting/Direct Download Link: The agent download link is now updated and downloads via your script Post-Update Verification: After the update, there will be a period of time that the Agent still appears as offline. The Agent is designed to reconnect to the CyberQP infrastructure on a regular basis. As the queue of Agents that were on the previous version clears, the Agents will begin to appear as Online. Should you experience any further challenges, please do not hesitate to reach out to [email protected] .Thank you for your patience while we worked on a resolution and we do apologize for any inconvenience this may have caused. Regards, CyberQP Support
- monitoring Apr 26, 2024, 01:17 PM UTC
Our team worked late into the night last night and has released Agent 4.1.3 as a resolution to the challenge seen yesterday. The majority of Customer agents have updated overnight but if an agent is still stuck at a previous version, please update manually. How to get the Agent Update Auto Update: No action required. The agent checks for new updates every two hours. Force Agent Update: Via RMM or other Management Tool force the Update Executable from this Path: "C:\Program Files\Quickpass Software\Quickpass Server Agent\AgentUpdater.exe" - This will need to be ran with Administrative privileges. Scripting/Direct Download Link: The agent download link is now updated and downloads via your script
- resolved Apr 26, 2024, 05:57 PM UTC
The vast majority of Agents have updated and we're seeing consistent results with connections. If you are still having challenges with the Agent updates, please reach out to [email protected] .