The issues related to the 3rd Party Patch Management product are usually generated by limitations/restrictions specific to some type of endpoint setups, by corrupted registries, or by the interaction of other applications.
A 3rd Party Application is not being updated by the HEIMDAL Agent
BEHAVIOR: A 3rd Party Application is not being updated by the HEIMDAL Agent.
SOLUTION: follow the troubleshooting steps below to solve the issue.
1. Some 3rd Party Applications cannot be patched while running. In order to allow the HEIMDAL Agent to patch specific 3rd Party Applications, they need to be killed/stopped (patching can occur during Windows startup).
2. Most 3rd Party Applications that are maintained by Heimdal's 3rd Party Patch Management are using an MSI Installer and only a small percentage are being installed from an EXE Installer. In the case of MSI Installers, all the information related to the way an installation operation goes is logged in the Event Viewer Logs (under Windows Logs -> Application, by filtering all the MsiInstaller event sources).
All errors regarding the installation of an updated version of a 3rd Party Application (that is using an MSI Installer) are found in the Event Viewer Logs. In terms of EXE Installers, each installation operation must end with an exit code and that is why applications that are successfully installed return exit code 0, while those that are not successfully installed return an exit code 1 or any other value. This can be seen in the logs generated by the HEIMDAL Agent, using the Heimdal LogViewer (in the Heimdal Log Viewer search for the following keywords: There was a problem).
If none of the above help please reach out to the HEIMDAL Security Support Team.