Vault has uninstalled itself.

[dave.cutting]

Hi,

We've recently upgrade to Inventor and Vault 2022, but after using Vault for a couple of weeks, a number of user in the company have had Vault disappear from their machine completely.

It no longer appears in the installed programs list, the Inventor plug-ins have gone, no desktop shortcut. Nothing. They haven't manually unistalled it, it's just disappeared.

Has anyone else seen this behaviour?

[ihayesjr]

Have you checked with your IT department to see if they pushed out some changes that may have caused this to happen?

[dave.cutting]

No, we've not had any Windows updates pushed out.
It seems to be occurring randomly.

[ihayesjr]

I wasn't referring to Windows Updates. I was talking about IT changing software packages, auditing programs, or group policy changes. 

You might want to watch or review your Event Viewer logs. 

[CAD3D09]

Hi,

we face the same problem. After using the Vault client for a couple of weeks it disappers.

No Folders, no Icon and no entry in installed programs list.

And we made definitely no changes at the system.

[dave.cutting]

We haven't made any IT changes to our system.
I wouldn't know where to start looking in the Event Viewer Log.

[MUM_dloew]

Hi, I have the same issue on several PC by a Customer. I Have no Idea

[GunnarNilsson]

An IT guy approached me today in another matter. Talking to him he also mentioned that the vault client disappeared yesterday. I checked the windows logs, and there was a few entries about genuine service being reinstalled, and just seconds later there was another entry that vault wg client 2022 was successfully uninstalled. And the logged in user isn't even local admin, not allowed to touch the programs. I do suspect genuine service is the culprit here.

[ihayesjr]

@GunnarNilsson 

Thanks for that information. I will ask my teams to look into this and see what we find.

[ihayesjr]

Everyone,

Can you look into the Add\Remove Programs and tell me what version of the Autodesk Genuine Service you have?

[dave.cutting]

Currently running version 4.6.0.124

[GunnarNilsson]

Still waiting for the version number for genuine service. I just wanted to mention the license type for the vault client. It's a network license in case that's relevant.

[MUM_dloew]

I have version 4.6.0.124

[KevinHu_PDMS_Vault]

Hi everyone, 

Could you please run the attached tool to collect the log for our analysis?

[CAD3D09]

Hi,

we are running version 4.6.0.124 of the genuine service on our clients.

[J_Dumont]

Hello,

Unfortunately, I have to join this party as well. I have a customer who is experiencing the same issue with Vault Pro Client 2022 uninstalling itself. Something else to add is that the users do not have the rights to install/uninstall.

Not sure if it matters but their Vault licensing is network.

I'll check which version of AGS is running on computers with the problem.

[ihayesjr]

@J_Dumont 

Please see Kevin's post above and send us the information.

[BDCollett]

This will explain why the Vault client was missing on a clients computer yesterday. I just assumed they never installed it and were confusing it with Vault Server..

[elizabeth_dalida]

We also have clients with this behaviour. Currently the only way to correct the issue is to reinstall Vault Client. 

No changes were applied on the specific date when the problem started. Coincidentally, several PCs start to have the same issue on the same day.

Some of the client had a crash when Checkin in files from Inventor et others were slightly different.

After the crash:

• C:\Program Files\Autodesk\Vault Client 2022\Explorer\Connectivity.VaultPro.exe is no longer present
• AddIn Vault in Inventor disappears
• Not much infos in the Windows Event log nor ADMS log
• No infos in the antivirus/ quaranteen (plus exclusions for Vault extension and folders were applied)

For information, during the test migration we have noticed that if we install the image deployment of AutoCAD (with update included) before installing the image of Vault client (update also included), the Vault client will disappear. However, if the Vault with updates are installed before AutoCAD, there is no problem.

Hopefully these infos can help to find a cause!

[johan.monnier]

Here is more specified information about Elizabeth message :

"For information, during the test migration we have noticed that if we install the image deployment of AutoCAD (with update included) before installing the image of Vault client (update also included), the Vault client will disappear. However, if the Vault with updates are installed before AutoCAD, there is no problem."

Actually, when we did the test migration, the image deployment have updates included (AutoCAD 2022.1.2 & Inventor 2022.2.2 & Vault 2022.2.2).
However, after installing the softwares, they are not fully updated !!! In fact, we still have to do the some of the updates manually after, through the Autodesk Desktop App.
It is when we want to do those updates that we have to be careful of the operations order.
- If AutoCAD update is installed before the Vault update : Vault will disappear.
- If Vault update is installed before the AutoCAD update : Vault will stay installed.