Upgrade the Agent interactively

To upgrade the Agent interactively, you download a generic Agent's installation package from the Downloads page of the Connected web application, and then run it to start the installation wizard that steps you through the upgrade process. A company-wide setting, configurable by customer-level administrators, defines the Agent version available on the Downloads page to basic users for each supported operating system. However, as an administrator, you can download any version currently available to your company.

Before you begin

Ensure that your computer meets all Agent requirements.

To upgrade the Agent interactively

1. In the upper-right corner of the web application, click your name, and then click Downloads.

2. On the Downloads page, select the Agent specific to your computer's operating system, click the Download selected agent, and then save the Agent installation package to a temporary folder.

3. To start the upgrade process, browse to the location where you saved the file, and then double-click it.

   The Connected Setup Wizard opens.

4. Follow the steps in the wizard.

   The exact steps depend on the type of computer that you are using:

   • Windows-based computer

     To upgrade the Agent on a Windows-based computer

     1. On the Welcome page of the wizard, click Next.
     2. Read the end-user license agreement. If you accept it, select the check box, and then click Next. Otherwise, to stop the installation and exit the wizard, click Cancel .

     3. On the Destination page, do one of the following:

        • To upgrade the Agent in its default location, click Next.
        • To upgrade the Agent in a custom location, click Change, specify the new location, and then click Next.

     4. Finish any activity that uses Windows Explorer, such as copying files, and then click Next.

        NOTE: The installation process must restart Windows Explorer to register the icons that the Agent uses as badges on files and folders to indicate sync status. To ensure that this process does not cancel any Windows Explorer activity that you have in process, such as copying or downloading files, be sure to finish that activity before you click Next.

     5. Click Install.

     6. (Optional) To start the Agent manually after upgrade, click to clear the Launch Connected check box.

        By default, the Agent starts automatically.

     7. Click Finish.

     8. If prompted, restart the computer to complete the upgrade.

        If the upgrade process cannot completely install or configure a component in use by another application, it prompts you to restart the computer. After restart, the upgrade process automatically completes.

   • macOS-based computer

     IMPORTANT: macOS 10.15 (Catalina) introduced data protection measures on folders that contain your documents and other personal files in your user profile. As a result, the first time the Agent attempts to access a file in each of these folders, macOS prompts whether to allow access.

     The first of these prompts occurs during Agent installation or upgrade to macOS Catalina when the installer package tries to create a shortcut on your desktop. Additional prompts occur during the Agent’s initial scan whenever it attempts to access one of the protected folders for the first time. For the Agent to back up files, you must allow access. After granting access to a specific folder, you are not prompted again for that location unless you manually revoke access through the macOS Security & Privacy settings.

     For more information about this macOS security-related data protection feature, see https://www.apple.com/macos/catalina/features/.

     To upgrade on a macOS-based computer

     1. The installer prompts for permission to check whether the new software can be installed. To allow the check, click Continue. Otherwise, to stop the installation, click Cancel .
     2. On the Introduction page of the wizard, click Continue.
     3. Read the end-user license agreement, and then click Continue.
     4. To accept the agreement, click Agree. Otherwise, to stop the installation and exit the wizard, click Disagree.
     5. To upgrade the Agent in its default location, click Install.
     6. In the password prompt that appears, enter your macOS user account password, and then click Install Software.
     7. When the upgrade process completes, click Close.

   If the upgrade fails, see the FAQ The Agent install or upgrade process failed, what should I do? for troubleshooting tips.

After successful upgrade, the Agent typically starts automatically. However, if during a Windows-based upgrade you cleared the wizard's Launch Connected check box, you must manually start the Agent.