Troubleshooting Windows Modern Agent Upgrade Failure After Upgrading from SOTI MobiControl 2024.x to 2025.x

This article describes an issue in which some Windows Modern devices fail to upgrade the Windows Modern Agent after upgrading SOTI MobiControl from 2024.x to 2025.x, and provides the cause and resolution.

SOTI MobiControl

Windows Modern

After upgrading a SOTI MobiControl server from 2024.x to 2025.x, some Windows Modern devices may remain on their existing 2024.x Windows Modern Agent version and appear as Incompatible in the SOTI MobiControl console.

When an administrator issues the Upgrade Agent action, the console reports that the request was successfully sent; however, the device does not perform the upgrade. The Windows Modern Agent version remains unchanged, and subsequent upgrade attempts produce the same result.

This issue affects devices that were offline or did not complete an MDM check-in during the server upgrade. A workaround is available through SOTI Support. A permanent fix is planned for a future SOTI MobiControl release.

Affected devices exhibit one or more of the following symptoms:

• The device status is displayed as Incompatible in the SOTI MobiControl console.
• Selecting Upgrade Agent returns the message: "SUCCESS — Successfully sent the Upgrade Agent action to 1 device." However, the device does not upgrade.
• The Windows Modern Agent version remains unchanged (for example, 2024.1.2.146) regardless of how many times the upgrade is initiated.
• The device remains online and continues to check in successfully, indicating that connectivity is not affected.
• The issue persists across subsequent check-ins until the workaround is applied by SOTI Support.

Component	Details
SOTI MobiControl Server	Version 2025.x, upgraded from 2024.x
Affected Agent	Any 2024.x Windows Modern Agent build (for example, 2024.1.2.146 or 2024.12.146)
Affected Operating System	Windows Modern (Windows 10)
Not Affected	Android, iOS, and Windows Classic devices
SQL Server	Microsoft SQL Server 2019 or 2022 (Standard or Enterprise Edition)
Server Operating System	Windows Server 2019 or Windows Server 2022
Trigger Condition	The device was offline or did not complete an MDM check-in during the SOTI MobiControl server upgrade from 2024.x to 2025.x.

 

When the SOTI MobiControl server is upgraded from 2024.x to 2025.x, devices that were offline or did not complete an MDM check-in during the upgrade window may retain configuration data created in the previous server version.

When these devices later check in, the 2025.x server validates the existing configuration before processing the Upgrade Agent action. If legacy configuration records fail validation, the server does not dispatch the agent upgrade command to the device. Although the SOTI MobiControl console indicates that the Upgrade Agent action was sent successfully, the command is not processed by the device, and the Windows Modern Agent remains on the existing 2024.x version.

Devices that were online and completed an MDM check-in during the server upgrade are not affected because they received and processed the agent upgrade as part of the normal upgrade workflow.

To resolve this issue, SOTI Support must perform a database cleanup to remove incompatible configuration records created before the server upgrade. After the cleanup is complete, affected Windows Modern devices will receive the Windows Modern Agent upgrade automatically during their next MDM check-in. No action is required on the devices.

Prerequisites

Before the database cleanup is performed, ensure that the following prerequisites are met:

• A full SQL Server database backup has been completed and verified.
• Approval has been obtained from the customer's database administration team.
• A maintenance window has been scheduled with the customer.

Verify the Issue

Run the following SQL queries to determine whether stale configuration records are present.

Expected result

• If the queries return one or more rows, the environment is affected by this issue. Contact SOTI Support, who will perform the required database cleanup.
• If both queries return zero rows, this issue is not the cause of the failed agent upgrade. Do not proceed with the cleanup. Further investigation is required.

DECLARE @Device dbo.GEN_UDT_NumericIdentifier;

INSERT INTO @Device (Id)
SELECT DeviceId FROM dbo.DevInfo
WHERE  AgentVersion < '2025.00.00'
  AND  DeviceKindId = 8;

-- Check for stale payload entries (must return rows to proceed):
SELECT p.*
FROM   dbo.DeviceConfigurationActionPayload p
INNER JOIN dbo.DeviceConfigurationAction a ON a.ActionId = p.ActionId
INNER JOIN @Device d ON d.Id = a.DeviceId;

-- Check for stale action entries (must return rows to proceed):
SELECT a.*
FROM   dbo.DeviceConfigurationAction a
INNER JOIN @Device d ON d.Id = a.DeviceId;

Permanent Fix

A standalone patch is not available for this issue. A permanent fix is planned for a future SOTI MobiControl release. The update will automatically transform legacy configuration data during the server upgrade process, eliminating the need for manual database cleanup.

Applicability

This issue applies only when all of the following conditions are met:

• The SOTI MobiControl server was running 2024.x before the upgrade.

• The server was upgraded to 2025.x.

• One or more Windows Modern devices were offline or did not complete an MDM check-in during the server upgrade.

Known Limitations

• If a device disconnects during the agent upgrade process before the new Windows Modern Agent is installed, the issue may recur for that device. If this occurs, contact SOTI Support for assistance.

• This issue is not specific to any hardware manufacturer or model. Any Windows Modern device can be affected if the applicability conditions are met.

• The database cleanup targets only the affected Windows Modern devices in the environment. Devices that are not affected by this issue are not modified.