PDQ Connect Agent Not Updating Automatically

In rare cases, a new version of the PDQ Connect Agent may be released, but the agent on a device does not automatically update to that version.

Solution

If you have devices that are online but not updating to the latest agent version, there are two options offered in this article:

1. Option One: Use the 'Force update' feature. This method performs an in-place upgrade of the existing agent. Instructions follow.
2. Option Two: Use the PDQ-curated PDQ Connect Agent Reinstall Package. This is a PDQ-provided package that removes all agent software before reinstalling. Click here to skip ahead to this section. 

Option One: Force Update

This method utilizes the new 'Force update' feature to deploy the latest Connect agent .msi to online devices that are running an older agent version. Mechanically, it can be considered an "in place upgrade" instead of a full reinstall. 

When to use this method

• The agent is functioning normally but no longer self-updating to the latest version.
• You wish to update the agent without removing any additional agent components. 

Instructions

1. Click either 'View outdated agents' in the 'Agents require update' banner or click the 'Outdated agents' tab above 'All devices'. You will be taken to a dedicated page showing all devices running agents v5.10.4 or earlier that must be updated by October 18, 2025.
2. From here, you can either update agents individually by clicking 'Force update' next to the agent version number or click 'Force update online agents' to attempt updates for all online agents. Only online devices can be updated.
3. When either 'Force update' or 'Force update online agents' is clicked, we will deploy the latest agent .msi to these devices. If the deployment is successful, the agent should successfully update to the latest version and disappear from the 'Outdated agents' list. If the deployment is unsuccessful, you can try again later. If you are having troubling updating agents for online devices with this feature, consider Option Two below 

Option Two: PDQ Connect Agent Reinstall Package

The PDQ Connect Agent Reinstall package fully removes and reinstalls the agent without creating a duplicate device in PDQ Connect. It is maintained and updated by PDQ, so users do not need to manage or modify it themselves.

When to use this method

• The agent is functioning normally but no longer self-updating to the latest version.
• Updating the agent has been unsuccessful using Option one. 
• You prefer a native package and do not wish to create or maintain a custom one. 

What the PDQ Connect Agent Reinstall Package Does

This package will backup the local PDQ Connect agent database then completely uninstall the PDQ Connect agent and all its components. It will then reinstall the agent and restore the previous database, ensuring the device is not duplicated in app.pdq.com. Here is a more detailed breakdown: 

1. When deployed, the package will create a new working directory in %SystemRoot%\PDQ\PDQConnectUpdate where it stores the files used by the package, including an uninstall utility and generic agent. 
   
   
    
2. The local agent database located at %SystemRoot%\ProgramData\PDQ\PDQConnectAgent\PDQConnectAgent.db
   is backed up to the working directory. 
3. A scheduled task in Windows is created called "ReinstallConnectAgent." We use a scheduled task to ensure the deployment continues while the agent is uninstalled. 
   
   
    
4. The scheduled task runs the PDQ Connect Apps Uninstaller. This removes ALL PDQ Connect applications. 
5. When the agent components have been removed, a generic version of the agent is reinstalled. 
6. Once the agent has been reinstalled, the original agent database is restored, making sure the machine stays associated with the same device object in app.pdq.com.
7. A log file is retained in the working directory. All other files used by the package are removed. The Windows scheduled task is also deleted for cleanup. 

Deployment Notes

• The deployment will finish in a few seconds, but the Windows scheduled task is on a 1-minute timer. For this reason, there is a delay between the time the deployment is completed and when the agent is reinstalled. 
• This package can be considered a "clean installation" as opposed to an in-place upgrade. It removes ALL agent components. 
• The components that will be removed (if installed) are as follows:
  • The PDQ Connect Agent
  • The PDQ Connect Updater
  • The PDQ Remote Desktop Agent
  • The PDQ Remote Desktop Viewer
• The PDQ Connect Updater application will reinstall automatically but not immediately. It is normal for the application to take a day or longer before reappearing again. This does not affect agent functionality, and the PDQ Connect agent will still update normally even if the PDQ Connect Updater has not been reinstalled yet.
• If the PDQ Remote Desktop agent and Viewer were installed previously, they will not be reinstalled automatically. These will need to be redeployed through PDQ Connect. 
• If the PDQ Remote Desktop agent was installed before deploying the PDQ Connect Agent Reinstall package, it will still appear to be installed in app.pdq.com until the next time the device has been scanned. 

If the agent still does not update after attempting the solutions above, please contact PDQ Support.