Network Management

Unable to Update Agent, "The older version of SolarWinds agent cannot be removed. Contact your technical support group"

Unable to Update The Agent with Error "This patch package could not be opened. Verify that the patch package exists and that you can access it. Or, contact the application vendor to verify that it is a valid Windows Installer patch package". Or "The older version of SolarWinds agent cannot be removed. Contact your technical support group".

First published date

6/2/2025 6:27 PM

Last published date

6/2/2025 6:27 PM

Overview

You are unable to update the SolarWinds Platform Agent with an error message like:

"The older version of SolarWinds agent cannot be removed. Contact your technical support group."

And you are also unable to uninstall the Agent from Programs and Features, command line, or using the Microsoft Tool Fix problems that block programs from being installed or removed - Microsoft Support

Product section

Orion Platform

Resolution

Open the Registry Editor by selecting Start, Run, typing regedit and clicking OK.
Navigate your way to Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products
In the left pane, with the Uninstall key expanded, right-click the Agent and select Delete. Click Yes to confirm, and that item is officially off the list.
Once this is done, run the installer from C:\ProgramData\SolarWinds\Agent\Installer

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.