Troubleshoot: Windows Agent Installation

A device can't be managed in JumpCloud until the agent has been successfully installed. If you encounter issues installing or uninstalling the agent, use the following suggestions to resolve them.

Installation Stalls After Connect Key is Entered

The Windows Agent installation can stall after entering the connect key. After you type or paste in the connect key and click Next, the agent installation process stops responding.

If the agent installation wizard becomes unresponsive, complete the following steps:

1. Force the installation to stop using Task Manager:
   1. Press the Ctrl + Alt + Delete keys at the same time.
   2. Select Task Manager.
   3. Click on the agent installation application.
   4. Click End task.
2. Reboot the device.
3. Log in to the Admin Portal and go to DEVICE MANAGEMENT > Devices. If the device is listed with a red checkmark, is inactive, is blank or shows no information, delete the device.

After following these steps, you can try to install the agent again using the installation application. If you continue to have issues, try to install the agent using the command line. See Install or Reinstall the Agent with PowerShell.

Installer Freezes During Uninstall or Reinstall

Symptoms

When uninstalling and reinstalling the JumpCloud Agent on a Windows device, the installer freezes during the setup or installation steps with a “Please wait while Windows configures JumpCloud Agent v[version]“ message.

You may also see an error pop up within Windows asking for the location of the missing installation package or MSI with the message “The feature you are trying to use is on a network resource that is unavailable. Click OK to try again, or enter an alternate path to a folder containing the installation package ‘jcagent-msi-signed.msi’ in the box below.” This error may appear even though the MSI is within the C:\Windows\Temp directory indicated.

Cause

If the JumpCloud Agent is having issues installing or reinstalling and freezes or asks for an alternative path for the installation, this may be because:

• the device has been offline for some time;
• certificates have expired; or
• the Agent could not update to the latest version.

Resolution

To resolve either of these issues, jump to the following section to use a script to uninstall the Windows agent.

Uninstalling the Agent Using a Script

Download and run the following script in an elevated PowerShell prompt on your Windows device to automate removal of the necessary registry keys, files, and Windows service to allow the JumpCloud Agent to be reinstalled: UninstallWindowsAgent.ps1.

The following data is removed by this script:

• Registry Keys:
  • HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products<JumpCloud Agent GUID>
  • HKCR:\Installer\Products<JumpCloud Agent GUID>
  • HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall<JC MSI Installation ID>
  • HKLM:\Software\JumpCloud
  • HKLM:\SOFTWARE\Classes\Installer\Products<JumpCloud Agent GUID>
• Files and Folders:
  • C:\Program Files\JumpCloud
    • The folder ‘cpoidc’ is not removed.
    • The file ‘JumpCloudCredentialProvider-X.XXX.X.dll’ is not removed.
• Services:
  • The JumpCloud Agent service and the associated executable are removed.

Uninstalling the Agent Manually

If you cannot run the the PowerShell script in the previous section, you can manually uninstall the Windows agent using the following steps.

Removing the Windows Service

1. Check if JumpCloud service is present in Windows Services:
   1. If the service is present, ensure that it is stopped.
2. Next, open an elevated command prompt and enter in the following command:

Removing Agent Files and Folders

1. Open Windows File Explorer.
2. Check for the following files and folders and delete them if they're present:
   • C:\Windows\Temp\jcagent-msi-signed.msi
   • C:\Program Files\JumpCloud
   • C:\Program Files\JumpCloud-agent-app

Cleaning the Windows Registry

1. Open the Windows Registry Editor (regedit.msc).
2. Check for the following keys and delete them if they're present:
   1. HKLM\Software\JumpCloud
   2. Perform a search for JumpCloud in the following hives to locate the GUID and remove the keys:
      • HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall<JC MSI Installation ID>
        • Example: GUID {96542816-DAD1-4D02-8363-CA4121E5CAE7}
      • HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products<JumpCloud Agent GUID>
        • Example: GUID {96542816-DAD1-4D02-8363-CA4121E5CAE7}
      • HKLM\SOFTWARE\Classes\Installer\Products<JumpCloud Agent GUID>
        • Example: GUID A8887EBF76EE21745B3CD6B1514AD519
      • HKCR\Installer\Products<JumpCloud Agent GUID>
        • Example: GUID A8887EBF76EE21745B3CD6B1514AD519