Upgrading Bomgar Software Quick Guide
Please visit the Product Change Log to get the details of each release of Bomgar remote support software.
Upgrade Considerations
If you use the Bomgar API, please see Supplement: Before Upgrading from Previous Bomgar Versions. Changes previously completed in the API may potentially impact your use of the Bomgar API.
If you have two Bomgar Appliances in a failover configuration, please refer to Upgrading Two Bomgar Appliances in Failover Configuration
Upgrade Preparation
- Prior to upgrading, always create a backup of your settings and configuration from /Login > Management > Software Management.
- For major software releases, customers with current maintenance contracts are placed into a rollout schedule. Once your upgrade is ready, Bomgar will alert you via email to begin this upgrade procedure.
- Installation usually takes between 15 minutes to an hour. However, if you are storing a large amount of data on your appliance (e.g., support session recordings), the installation could take significantly longer.
- Bomgar recommends performing upgrades during scheduled maintenance windows. Your Bomgar site will be temporarily unavailable during the upgrade. All logged in reps and active sessions will be terminated.
- Your installed Representative Consoles will need to be upgraded after the site upgrades. Typically, this occurs automatically the next time representatives run the Representative Console. Representative Consoles previously deployed on locked-down computers using MSI may need to be re-deployed once the upgrade is complete.
Automatic Updates
In most cases, Bomgar customers can download and install updates with no assistance from Bomgar support. To see if an upgrade is available, log in to your Bomgar appliance [/appliance]. Under Support > Updates, click on Check for updates.
If a software upgrade is available, it will appear under Available Updates. Once you select Install This Update, the appliance will download and automatically install the new version of the Bomgar software.
Note: Some packages may be grayed out and require another package to be installed first. Select Install This Update on the available package to enable the dependent one.
Manual Updates
If you are unable to use automatic updates (for example, your multiple Bomgar appliances are configured in failover), you may need to contact Bomgar Support to request a download link to your new update.
Once you have downloaded the package from the link in the email sent by Bomgar support, log in to your Bomgar appliance [/appliance].
Under Support > Updates, browse to the software package and click Update Software to initiate the install.
The appliance will install the new version of the Bomgar software.
Questions about upgrading?
Please check knowledgebase articles on the Self Service Center.
