Package is Incompatible

Purpose

A deployment fails with the error message "Package is Incompatible" or "Package is incompatible with device OS version" in the output. 

Package is incompatible with device OS version"

Cause

This error occurs when the package you are trying to deploy does not match the architecture or version of Windows that has been detected by PDQ Connect.

Solution 1: Package Targeting Incorrect OS

The most common reason to see a "Package is incompatible" error is when attempting to deploy Windows Cumulative Updates to a version of Windows that the update was not designed for. For example, attempting to deploy a cumulative update designed for Windows Server 2016 to a computer running Windows 11.

Similarly, if a cumulative update that is designed for a 32-bit version of Windows is deployed to a 64-bit version of Windows, the same error will be thrown. In both cases, verify that the update being deployed is targeting the correct version of Windows. 

Solution 2: OS Information is Missing

A less common situation that will also produce this error occurs when PDQ Connect is missing the OS details required to evaluate package compatibility. 

PDQ Connect looks at the operating system information it has collected from a device to determine package compatibility. Shortly after a device is added, the PDQ Connect agent will scan the system for device details including the installed version of Windows and the current build it's on. If this scan has not been performed, or if network issues prevent the agent from relaying the scan results back to PDQ Connect, there will be no operating system data for the package comparison. As a result, PDQ Connect will be unable to determine if the package is compatible with the target and throw an error as a result. 

In this situation, the PDQ Connect will need to perform a successful scan before the package can be deployed. The following troubleshooting steps should be taken to resolve the issue. 

Run a manual scan on the device. To do this, select the device and then click the Vertical Ellipsis at the top right of the screen, then select "Scan devices."  Verify that the device is able to communicate with app.pdq.com and that it has all the necessary exclusions required as outlined in our documentation on PDQ Connect Network Requirements.  Verify that that the PDQConnectAgent Service has been excluded in any antivirus software that may be present on the machine. See Anti-Virus Exceptions for more information.  If the above solutions do not resolve the issue, contact our support team for additional troubleshooting.