{"id":102904,"date":"2023-12-18T16:23:00","date_gmt":"2023-12-18T21:23:00","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;p=102904"},"modified":"2025-02-27T17:20:17","modified_gmt":"2025-02-27T22:20:17","slug":"troubleshoot-windows-agent-freezes-during-install","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/troubleshoot-windows-agent-freezes-during-install","title":{"rendered":"Troubleshoot: Windows Agent Installation"},"content":{"rendered":"\n<p>A device can&#8217;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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Installation Stalls After Connect Key is Entered <\/h2>\n\n\n\n<p>The Windows Agent installation can stall after entering the connect key. After you type or paste in the connect key and click&nbsp;<strong>Next<\/strong>, the agent installation process stops responding.<\/p>\n\n\n\n<p>If the agent installation wizard becomes unresponsive, complete the following steps:<\/p>\n\n\n\n<ol>\n<li>Force the installation to stop using Task Manager:\n<ol class=\"is-lower-alpha\">\n<li>Press the Ctrl + Alt + Delete keys at the same time.<\/li>\n\n\n\n<li>Select Task Manager.<\/li>\n\n\n\n<li>Click on the agent installation application.<\/li>\n\n\n\n<li>Click End task.<\/li>\n<\/ol>\n<\/li>\n\n\n\n<li>Reboot the device.<\/li>\n\n\n\n<li>Log in to the Admin Portal and go to&nbsp;<strong>DEVICE MANAGEMENT<\/strong>&nbsp;&gt;&nbsp;<strong>Devices<\/strong>. If the device is listed with a red checkmark, is inactive, is blank or shows no information, delete the device.<\/li>\n<\/ol>\n\n\n\n<p>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&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/install-or-reinstall-the-agent-with-powershell\" target=\"_blank\" rel=\"noreferrer noopener\">Install or Reinstall the Agent with PowerShell<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Installer Freezes During Uninstall or Reinstall<\/h2>\n\n\n\n<h4 class=\"wp-block-heading\">Symptoms<\/h4>\n\n\n\n<p>When uninstalling and reinstalling the JumpCloud Agent on a Windows device, the installer freezes during the setup or installation steps with a \u201cPlease wait while Windows configures JumpCloud Agent v[version]\u201c message.<br><img decoding=\"async\" width=\"770\" height=\"606\" class=\"wp-image-102907\" style=\"width: 500px\" src=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/tshoot-win-agent-install-stuck.png\" alt=\"\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/tshoot-win-agent-install-stuck.png 770w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/tshoot-win-agent-install-stuck-300x236.png 300w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/tshoot-win-agent-install-stuck-768x604.png 768w\" sizes=\"(max-width: 770px) 100vw, 770px\" \/><\/p>\n\n\n\n<p>You may also see an error pop up within Windows asking for the location of the missing installation package or MSI with the message \u201cThe 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 \u2018jcagent-msi-signed.msi\u2019 in the box below.\u201d This error may appear even though the MSI is within the <strong>C:\\Windows\\Temp<\/strong> directory indicated.<br><img decoding=\"async\" width=\"944\" height=\"460\" class=\"wp-image-102909\" style=\"width: 500px\" src=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/agent-install-network-location.png\" alt=\"\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/agent-install-network-location.png 944w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/agent-install-network-location-300x146.png 300w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/agent-install-network-location-768x374.png 768w\" sizes=\"(max-width: 944px) 100vw, 944px\" \/><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Cause<\/h4>\n\n\n\n<p>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:<\/p>\n\n\n\n<ul>\n<li>the device has been offline for some time;<\/li>\n\n\n\n<li>certificates have expired; or<\/li>\n\n\n\n<li>the Agent could not update to the latest version.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-resolution\">Resolution<\/h4>\n\n\n\n<p>To resolve either of these issues, jump to the <a href=\"#uninstalling-the-agent-using-a-script\">following section<\/a> to use a script to uninstall the Windows agent. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-uninstalling-the-agent-using-a-script\">Uninstalling the Agent Using a Script<\/h2>\n\n\n\n<p>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: <a href=\"https:\/\/github.com\/TheJumpCloud\/support\/blob\/master\/scripts\/windows\/UninstallWindowsAgent.ps1\" target=\"_blank\" rel=\"noreferrer noopener\">UninstallWindowsAgent.ps1<\/a>.<\/p>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card important\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/important-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Important:<\/strong> \n<p>Use this script only when an Agent is in a broken state and cannot be removed or reinstalled without manual intervention. Installing the Agent after running this script will create a new Agent record, and any previous users, groups, or resources the device was bound to will need to be re-bound.<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n<p>The following data is removed by this script:<\/p>\n\n\n\n<ul>\n<li>Registry Keys:\n<ul>\n<li>HKLM:\\SOFTWARE\\Microsoft\\Windows\\CurrentVersion\\Installer\\UserData\\S-1-5-18\\Products&lt;JumpCloud Agent GUID&gt;<\/li>\n\n\n\n<li>HKCR:\\Installer\\Products&lt;JumpCloud Agent GUID&gt;<\/li>\n\n\n\n<li>HKLM:\\SOFTWARE\\Microsoft\\Windows\\CurrentVersion\\Uninstall&lt;JC MSI Installation ID&gt;<\/li>\n\n\n\n<li>HKLM:\\Software\\JumpCloud<\/li>\n\n\n\n<li>HKLM:\\SOFTWARE\\Classes\\Installer\\Products&lt;JumpCloud Agent GUID&gt;<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Files and Folders:\n<ul>\n<li>C:\\Program Files\\JumpCloud\n<ul>\n<li>The folder \u2018cpoidc\u2019 is <strong>not<\/strong> removed.<\/li>\n\n\n\n<li>The file \u2018JumpCloudCredentialProvider-X.XXX.X.dll\u2019 is <strong>not<\/strong> removed.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Services:\n<ul>\n<li>The JumpCloud Agent service and the associated executable are removed.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-uninstalling-the-agent-manually\">Uninstalling the Agent Manually<\/h2>\n\n\n\n<p>If you cannot run the the PowerShell script in the previous section, you can manually uninstall the Windows agent using the following steps.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-removing-the-windows-service\">Removing the Windows Service<\/h3>\n\n\n\n<ol>\n<li>Check if JumpCloud service is present in Windows Services:\n<ol style=\"list-style-type:lower-alpha\">\n<li>If the service is present, ensure that it is stopped.<\/li>\n<\/ol>\n<\/li>\n\n\n\n<li>Next, open an elevated command prompt and enter in the following command:<\/li>\n<\/ol>\n\n\n\n<div class=\"wp-block-cgb-code-block code-block\"><div class=\"code-block-snippet is-type-body-default\">\n<p>SC DELETE jumpcloud-agent<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-cleaning-up-files-and-folders\">Removing Agent Files and Folders<\/h3>\n\n\n\n<ol>\n<li>Open Windows File Explorer.<\/li>\n\n\n\n<li>Check for the following files and folders and delete them if they&#8217;re present:\n<ul>\n<li>C:\\Windows\\Temp\\jcagent-msi-signed.msi<\/li>\n\n\n\n<li>C:\\Program Files\\JumpCloud<\/li>\n\n\n\n<li>C:\\Program Files\\JumpCloud-agent-app<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-check-the-following-keys-in-the-registry-editor\">Cleaning the Windows Registry<\/h3>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card important\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/important-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Important:<\/strong> \n<ul>\n<li>Proceed with caution when using the Registry Editor.<\/li>\n\n\n\n<li>A device restart is required to apply any changes to the registry.<\/li>\n<\/ul>\n <\/div><\/div><\/div><\/div>\n\n\n\n<ol>\n<li>Open the Windows Registry Editor (regedit.msc).<\/li>\n\n\n\n<li>Check for the following keys and delete them if they&#8217;re present:\n<ol style=\"list-style-type:lower-alpha\">\n<li><strong>HKLM\\Software\\JumpCloud<\/strong><\/li>\n\n\n\n<li>Perform a search for JumpCloud in the following hives to locate the GUID and remove the keys:\n<ul>\n<li><strong>HKLM\\SOFTWARE\\Microsoft\\Windows\\CurrentVersion\\Uninstall&lt;JC MSI Installation ID&gt;<\/strong>\n<ul>\n<li>Example: <kbd>GUID {96542816-DAD1-4D02-8363-CA4121E5CAE7}<\/kbd><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>HKLM\\SOFTWARE\\Microsoft\\Windows\\CurrentVersion\\Installer\\UserData\\S-1-5-18\\Products&lt;JumpCloud Agent GUID&gt;<\/strong>\n<ul>\n<li>Example: <kbd>GUID {96542816-DAD1-4D02-8363-CA4121E5CAE7}<\/kbd><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>HKLM\\SOFTWARE\\Classes\\Installer\\Products&lt;JumpCloud Agent GUID&gt;<\/strong>\n<ul>\n<li>Example: <kbd>GUID A8887EBF76EE21745B3CD6B1514AD519<\/kbd><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>HKCR\\Installer\\Products&lt;JumpCloud Agent GUID&gt;<\/strong>\n<ul>\n<li>Example: <kbd>GUID A8887EBF76EE21745B3CD6B1514AD519<\/kbd><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>A device can&#8217;t be managed in JumpCloud until the agent has been successfully installed. If you encounter issues installing or [&hellip;]<\/p>\n","protected":false},"author":206,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"2normal","inline_featured_image":false,"footnotes":""},"support_category":[2923,3161,2852,3127],"support_tag":[3160],"coauthors":[2842],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshoot: Windows Agent Installation - JumpCloud<\/title>\n<meta name=\"description\" content=\"Learn how to troubleshoot the Windows Agent installer freezing during setup or install steps when reinstalling the JumpCloud Agent.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jumpcloud.com\/support\/troubleshoot-windows-agent-freezes-during-install\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshoot: Windows Agent Installation\" \/>\n<meta property=\"og:description\" content=\"Learn how to troubleshoot the Windows Agent installer freezing during setup or install steps when reinstalling the JumpCloud Agent.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/troubleshoot-windows-agent-freezes-during-install\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-27T22:20:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/12\/tshoot-win-agent-install-stuck.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"pamkellman\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-windows-agent-freezes-during-install\",\"url\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-windows-agent-freezes-during-install\",\"name\":\"Troubleshoot: Windows Agent Installation - 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