Unable to install Agent

This is happening on all computers I have tried so far:
When installing via MSI I get the error ‘There is a problem with this windows installer package. The program run as part of the setup did not finish as expected…’
When installing using the EXE the error is ‘Error trying to creat device…’

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I was running into this on a device yesterday. We ended up having a Windows machine that had major issues with the root certificate store. For Syncro specifically, the let’s encrypt root CA was not trusted by Windows, so it could not create a trusted TLS connection for the API calls.

Sounds like that was only 1 computer, mine is all.
How did you resolve it?

Check your DNS. Cloudflare DNS is blocking Syncro so you’ll see the error creating device because it can’t communicate back to Syncro.

@Andy If this turns out to be part of the CF issue, do you know if there has been any communication from Syncro to CF about this? It’s been months now since this first started. Further, is there a reason why the computer must online and able to talk to Syncro for the agent install? Syncro is the only RMM I’ve seen where you can’t install the agent offline.

Thanks Jimmie! It was a DNS issue. I use pfsense and and pfblocker which somewhere along the way may use some cloudflare dns. Anyway once I switched to for all the workstations the install went normally. Would be nice for potential customers like me who are on the trial, if this could be solved.

I don’t know on that part, but we don’t have a lot of reports of this and I do believe it’s been raised internally.

I don’t know the initial reason it was designed with an online requirement, but I don’t believe we’d ever change that now. That’s a fair amount of work for little upside.

lol I’ve seen and responded to a lot of reports of these. It’s when using CF DNS with filtering, not and is blocking Syncro. This started when the report of the hackers came out, so several months now. You guys usually stay on top of security and vendor issues, so surprised this one hasn’t been addressed.

I am using NextDNS and was able to resolve this error by allow listing *.syncromsp.com and *.syncroapi.com in NextDNS settings.

For anyone seeing this issue with CloudFlare DNS, can they please get me the install logs so I can forward that to our engineering team? Thanks.

Try with changing the network like connecting another wi-fi or personal hotspot temporary and try to install the Syncro agent. it worked for me.

Unfortunately, I’m running into the exact same thing… Single machine won’t allow Syncro Agent to be installed no matter what I’ve tried. Any suggestions? Wiping this machine isn’t exactly an option, so if there’s a way to force it or get around this somehow, that would be amazing.

Check if the problem machine has these 2 files.

I had a PC the other day that for no apparent reason was missing these files, and Syncro would not install.
You can copy these files from a known good PC.
If they are missing, then once they are copied into place, I was able to install Syncro.

Thanks for the suggestion! Unfortunately, this machine already had those files. I overwrote them and tried anyway… No change. From what I can tell, it has something to do with the certificates and/or SSL/TLS settings on this specific machine. I’ve tried every way I can think of to fix it, but I have come up short. If anyone has other suggestions, I’m open. Thanks!

What errors are you seeing the installer log? C:\programdata\syncro\logs. Should be a masterinstaller log file. I had a windows 7 PC today that needed 4.8.2 or 4.6.2 that Syncro was failing to push

Thanks for your reply! From what I can tell, it has something to do with the certificate or remote connection to Syncro, but I don’t know what exactly is preventing it. I’ve pasted the error/exception piece from both logs below, if you want to check them out. I’d love to hear your thoughts.

From “MasterInstaller” log:

2023-07-17 06:02:53.088 -06:00 [INF] v1.0.180 (1) Starting Syncro Installer, version
2023-07-17 06:02:53.088 -06:00 [INF] v1.0.180 (1) Product: ‘Syncro’
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) ImageName: ‘C:\Users\james\Downloads\SyncroSetup-personal-v1-3334723.exe’
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) Arguments: '“C:\Users\james\Downloads\SyncroSetup-personal-v1-3334723.exe” ’
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) OS Version: ‘Microsoft Windows NT 10.0.22621.0’
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) OS Is64Bit: ‘True’ / ‘True’
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) Interactive: ‘True’
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) ConsoleMode: ‘False’
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) AllowForceReboot: ‘False’
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) Auth payload v0: False False False
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) Auth payload v1: True
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) .NET Framework 4.6.2 is already installed, proceeding…
2023-07-17 06:02:53.104 -06:00 [INF] v1.0.180 (1) Next stage installer: Syncro.Installer.exe, ‘C:\Users\james\AppData\Local\Temp\Syncro.Installer.exe’
2023-07-17 06:02:53.119 -06:00 [INF] v1.0.180 (1) Next stage installer is starting.
2023-07-17 06:02:56.960 -06:00 [INF] v1.0.180 (1) Next stage installer returned with code -1

From “Syncro.Installer20230714” log:

System.Net.Http.HttpRequestException: An error occurred while sending the request. —> System.Net.WebException: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. —> System.Security.Authentication.AuthenticationException: The remote certificate is invalid according to the validation procedure.

How has this not yet been fixed? I’ve had this issue with multiple sites and none are using special DNS servers or restricted

What’s the work around at this point? I’ve attempted to add let’s encrypts cert to local authority and updated dns to use


As we don’t currently use any special DNS like CloudFlare or NextDNS, anyone have a work around?

I’d say contact support since it’s not a widespread issue.