Failure
After installing or updating DCA and Cloud Connector, the agent continues to show an older version, or the associated services are not updated correctly.
It may also happen that DCA and Cloud Connector appear online, while the associated services remain at older versions, are not displayed correctly, or exhibit unexpected behavior.
Cause
The problem may be caused by remnants of a previous installation, failures during the update process, or inconsistencies in the local NDD Orbix files.
When a previous installation is already registered on the computer, the new service may not communicate correctly with the existing local data. A timeout may also occur during the update, leaving components in previous versions.
Related technical context:
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There may be communication from a previous installation that is still registered.
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The Workfolder folder may contain residual data.
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The update may fail due to a timeout.
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The portal may show DCA and Cloud Connector as online, but still displaying an older version.
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DCA and Cloud Connector is the service responsible for installing and updating the other services.
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Updating via the NDD Orbix portal depends on network connectivity and downloading the necessary packages.
Solution
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In the NDD Orbix portal, check the version of DCA and Cloud Connector viewed on the computer
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On the computer, check the installed version
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Verify that the installer used is the latest available version
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If you are using an older version of the installer, download the latest version as instructed at Install the DCA and Cloud Connector agent on Windows
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Run the latest installer as an administrator
Note
In a standard update, install the new version over the existing one. Do not uninstall the previous version unless specifically instructed to do so by technical support.
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Wait for the installation to complete
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Restart the NDD - DCA and Cloud Connector service
Information
After restarting the NDD - DCA and Cloud Connector service, the remaining services will be automatically installed or updated according to the configuration received from the portal.
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Verify that the agent and dependent services have been updated correctly
If the services remain out of date or inconsistent:
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Access the computer with administrative permissions
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Stop all NDD Orbix services on Windows
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Access the C:\NDD TECH directory
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Delete the Workfolder folder
Warning
The Workfolder folder must be removed only after all NDD Orbix services have been stopped.
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Start only the NDD - DCA and Cloud Connector service
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Wait for the agent to re-establish communication with the portal
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Request that the services be updated via the NDD Orbix portal, as instructed at Update the DCA and Cloud Connector agent, Gateway Connector, or services version via the portal
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Verify that the DCA and Cloud Connector and the other services have been updated
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Run the printer search again, if necessary
If the problem persists, collect the installation and update logs.
Additional information:
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This procedure is recommended when there is evidence of a previous installation, a communication failure between the new service and old data, or an update timeout.
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Installing an older version may increase deployment time, as it requires a subsequent update of the services.
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Do not manually remove any files or directories other than those specified in this procedure, as this may cause new inconsistencies in the installation.
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When the installation is performed using a deployment tool, such as SCCM, the tool’s logs should also be analyzed.