'Upgrade Agent' in Agent Client Collector is not working

saranyavs
Tera Expert

2 hours ago - last edited 2 hours ago

Hi team,

 

We have successfully installed ACC, and able to fetch all the details though ACC. But 'Upgrade Agent' button in ACC is not working  and showing below error.

 

"Agent upgrade Failed. Check output: ACC service must be running with account with administrator privileges to perform Windows upgrade"

 

saranyavs_0-1768994549013.png

 

Regards,

Saranya

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Pranesh Lokhand
Tera Contributor

25m ago

Hello @saranyavs 


ServiceNow confirms the upgrade fails when the ACC service user is not recognized as a local Administrator, even if it actually has admin rights, due to the way Windows validates the Administrator group.

  • The ACC upgrade validation explicitly checks local group membership.
  • If the Windows machine uses non‑English OS, the Administrator group name might differ (e.g., Administratoren, Administrateurs, etc).
  • ACC’s validation logic does not detect this localized group name, so it assumes the service does not have admin privilege.
  • Similarly, if the service account inherits admin privileges via Group policy, ACC cannot detect that access during upgrade.

 

For Machine using for ACC is english OS or non english OS? 
If your OS is English -> Add ACC service account directly to Local Administrators || Run ACC service as SYSTEM || 

If your OS is non-English -> also ensure the local admin group name matches or is mapped to the default Administrator group SID.

 

 

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Thanks & Regards
Pranesh Lokhande.

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