The update is stuck, or the device has the wrong version

What it is for

A device should move to the new version but stays on the old one — or it jumps back after an update. BrowserDesk follows rules here: a target version from the console takes precedence, a running session is never interrupted for an update, and an update lock stops everything. Go through the steps in order.

What you need

• For the steps in the console: administrator rights in your access (the console calls the access "tenant").
• For the last step: administrator rights on the Windows device.

How to do it

1. Read the version. On the device at the bottom left of the BrowserDesk window ("v …") and under Einstellungen › Allgemein (Settings > General) at "Installiert ist …" (installed is …). In the console in the device list, column "Version".
2. Is a session running? An update from the console waits until the last session has ended and follows about a minute afterwards. On Linux the new version likewise only starts once no session is running. End the session and wait a moment.
3. Does the device have a target version or a lock? Then it installs only the target version — neither a newer nor an older one. That is intended and prevents going back and forth. Check in the console: - on the device: Devices → menu of the device → group "Manage" → Assign version, and whether Unlock updates is shown there (then a lock is set); - for the whole access: in the access's menu Assign version… or Unlock updates; - for the whole relay (own relay only, system administrator): Version management.

Set the target to the desired version or remove it, remove the lock. The device then signs in again and fetches the version.

1. Automatische Updates (automatic updates) off on the device? Einstellungen › Allgemein → Automatische Updates. If the switch is off, an update is only shown; start it with Update prüfen (check for update) and then the button "Auf … aktualisieren" (update to …), or at the top Jetzt aktualisieren (update now). By itself the program only checks at start; the Windows service checks every 30 minutes. A target version from the console arrives even with the switch off.
2. Did the window disappear during the update? On Windows with the service, the WatchDog does the swap and closes all BrowserDesk windows for it. From version 20261010.5 the window then reopens by itself, on the new version. With older versions: in the BrowserDesk icon in the notification area choose BrowserDesk öffnen (open BrowserDesk).
3. Does the device still stay on the old version? On the Windows device run the command from KB: Force an update in a PowerShell as administrator. It downloads the active version, checks it and swaps it. If that does not help either: repair the client (H18, KB: Repair a client).

How you know it worked

• In the console the column "Version" shows the desired version.
• On the device "Installiert ist …" shows the same version.

What the other side sees

On the device the BrowserDesk window disappears briefly and comes back on the new version. A running session is not interrupted — the update waits.

Good to know

• "Wrong version" is often the target version. If a target is set for the device, the access or the relay, the device fetches exactly that — even if the program already shows a newer one.
• Linux cannot go back below the newest version. A target older than the newest package is not reached by a Linux device.
• A device that has not signed in anew at the relay for over 14 days may fetch the newest version once and is brought back to the target at its next sign-in.
• If the download hangs, BrowserDesk aborts it when no data has arrived for a longer time. A slow line on which data still flows is not aborted.

If it does not work