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Install of McAfee agent status is stuck - Pending

Hello, I have a windows 10 PC that is running agent 5.5.1.342 and MNE 4.1.4.2  the pc was being updated to agent 5.6.5.195, MNE 5.1.0 and ENS 10.7.  We are using ePO 5.10

The problem is I first started the updating the agent, then I discovered that MNE 4.1.4.2 is not compatible with agent 5.6.5.195. Now the agent install status says "Pending" and I can not delete MNE 4.1.4.2, I can not update MNE to 5.1.0   I have tried using the McAfee product removal tool in ePO and the task says completed but even after several wake up agents, MNE is not removed (device is not encryption)  

It seems like the update from agent 5.5.1 to 5.6.5 is stuck and preventing any other installs and uninstalls.  Is there a way to delete the pending install from ePO. Because the system is at another location I prefer a solution that I can do through ePO. Thanks

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Re: Install of McAfee agent status is stuck - Pending

@Quint1,

Thank you for your post. This looks like a more suitable question for McAfee Agent Forum. I will tag in my peers from Agent team to assist you further, however I would recommend moving this query to Agent forum (link below) for more attention from it's experts!

https://community.mcafee.com/t5/ePolicy-Orchestrator-ePO/bd-p/epolicy-orchestrator

Tagging ePo/MA Experts: @vivs @LKS @cdinet 

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Thanks and regards,
Adithyan T
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Message 3 of 5

Re: Install of McAfee agent status is stuck - Pending

Hello @Quint1 

Apologies for delay here.

I would like to know , How exactly you are upgrading the McAfee Agent ?

Using Product Deployment Tab options or any other method?

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Re: Install of McAfee agent status is stuck - Pending

Product deployment task.  Tagged several systems that need updated.  

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Message 5 of 5

Re: Install of McAfee agent status is stuck - Pending

Hello @Quint 

Thanks for your response.

I would request you to please open a Service Request with the Support Team.

Also, Have you tried deleting or disabled the task from Product deployment?

But still i would recommend you to please open a service request with support team.

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