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Barracuda MSP Partner Toolkit

Automatic Onsite/Device Manager Upgrade Feature FAQ

Automatic Onsite/Device Manager Upgrade Feature FAQ

1.    What is being introduced in Managed Workplace 12 SP1?

In Managed Workplace 12 SP1, we will be introducing an automatic upgrade feature for all Onsite and Device Manager Managed Workplace 11 SP4 and below to the latest Managed Workplace Onsite and Device Manager version.

2.    When is Managed Workplace 12 SP1 being introduced?

Managed Workplace 12 SP1 is targeted to release early December 2019.

3.    Why is this feature being added to Managed Workplace?

We are imposing this feature to ensure all our partners can leverage the latest and greatest Managed Workplace features. This includes any backend security updates we have implemented, newly introduced features, and to provide a common experience amongst our partners.

4.    Are all Managed Workplace deployments impacted with this new feature?

Both hosted and self-hosted deployments with Managed Workplace Onsite and Device Managers v11 SP4 and older will receive an automatic upgrade to Managed Workplace Onsite and Device Manager v12 SP1 30 days after the Service Center has been upgraded without any impact to the MSP.

5.    How will this feature impact self-hosted MSPs?

Since the automatic upgrades are controlled by the Service Centers, the automatic upgrade of Onsite and Device Managers will only begin 30 days after the Service Center is upgraded to Managed Workplace 12 SP1.

6.    What is the impact of this upgrade?

During the upgrade process, the Onsite or Device Manager will be offline for up to 15 minutes. However, for environments that are missing pre-requisite software such as Microsoft .NET Framework 4.6 or the Group Policy Management Console, the offline period may be longer. If the Onsite or Device Manager does not come back online after the upgrade, please contact mwsupport@barracuda.com.

7.    Can MSPs choose to not partake in this feature?

This is a mandatory feature for all Managed Workplace partners. MSPs can still use the manual upgrade option for their Onsite and Device Manager. The automatic upgrade feature will upgrade Onsite and Device Manager v11 SP4 and older 30 days after the Service Center has been upgraded, allowing our partners to plan accordingly.

NOTE: v11 SP5 and above Onsite and Device Manager will remain on those versions.

8.    Is there a consistent time for when the automatic upgrades will take place?

The upgrades are staggered and will occur during different times 30 days after the Service Center has been upgraded to v12 SP1. We recommend that MSPs plan manual upgrades for critical sites and systems during the 30-day delay period or to upgrade them prior to v12 SP1 release.

9.  Are all Onsite and Device Managers upgraded at the same time or is it staggered?

The upgrades are staggered and will occur during different times 30 days after the Service Center has been upgraded to v12 SP1. We recommend our MSPs to plan manual upgrades for critical sites and systems during the 30-day delay period or to upgrade them prior to v12 SP1 release.

10.  Will the access to my Managed Workplace Service Center be interrupted during the automatic upgrade?

No, there is no interruption to the Service Center during the Onsite or Device Manager upgrade.

11.  I have Device Managers that do not support Microsoft .NET Framework 4.6 or higher, what can I do?

The automatic upgrade will fail, and the Device Manager will remain in the same version as previous. We recommend to either upgrade the operating system on the device or remove the Device Manager and choose to manage the device with an Onsite Manager. Device Manager v11.4.0.96468 and older does not support TLS 1.2, which means the data transmitting between Service Center and the Device Manager are using weaker security protocol, posing a security risk to you and your customers.

12.  If a Device Manager is offline during the scheduled automatic upgrade period, how will the Device Manager be upgraded?

If a Device Manager is offline for longer than 14 days after the automatic upgrade process has begun, the Device Manager will not be upgraded. We recommend a manual upgrade at your earliest convenience.

13.  I have Onsite Managers that do not support Microsoft .NET Framework 4.6 or higher, what should I do?

We recommend migrating the Onsite Manager to a newer operating system that supports Microsoft .NET Framework 4.6 or higher. To migrate the Onsite Manager, please refer to this Knowledge Base article.

14.  Is a system reboot required for upgraded Onsite and Device Managers?

Onsite or Device Manager v10.2.1.74 or higher should not require a reboot. Onsite or Device Manager v.10.2.0.43 or older may require a reboot if Microsoft .NET Framework 4.6 or higher is not installed. If the Microsoft .NET Framework 4.6 or higher is not installed, the automatic upgrade will also install this software, but it will not force a reboot. MSP can schedule a reboot at a convenient time for you and your customer. Once the reboot is complete, you may proceed with the upgrade.

15.  My Onsite Manager is still using a Microsoft SQL 2005 Express, what should I do?

We recommend migrating the Onsite Manager to a newer operating system with support for Microsoft SQL 2014 Express. Optionally, if the operating system supports it, you may also perform what would be considered an in-place migration by following the Onsite Manager Migration article in the Knowledge Base. This KB article provide the additional steps of uninstalling the Microsoft SQL 2005 Express instance and installing a new Microsoft SQL 2014 Express instance. 

16.  What is the recommended best practice to upgrade Onsite Manager v10.0.1.99 and older?

For Onsite Manager older than v11.0, we recommend that you perform a manual upgrade in advance to the release of Managed Workplace v12 SP1. Please contact mwsupport@barracuda.com if you have any questions.

17.  Will the Integrated Antivirus be upgraded at the same time?

No, the Integrated Antivirus will not be upgraded but the Avast Agent will be upgraded to the latest version available.

18.  What can cause the automatic upgrade to fail?

If the Onsite or Device Manager is installed on an unsupported Operating System such as Vista or Server 2003 or if the Onsite Manager is installed with unsupported SQL Express 2005.