ASR mobility agent upgrade issue

Question

ASR mobility agent upgrade issue

$@chin 320

Unable to upgrade the Mobility Agent on multiple ASR-protected VMs. The Portal shows that an upgrade is available, but the upgrade fails each time. The attached error message indicates the failure.

Reviewed several Microsoft articles and Q&A threads, which reference certain installation paths and prerequisites. However, those paths do not exist on the VMs. This issue is occurring on multiple servers running Windows Server 2019 and 2022.

Reference articles:

advise where I can download the Mobility Agent installer manually.

Naveena Patlolla 7,500 Reputation points Microsoft External Staff Moderator

2025-11-24T17:06:32.36+00:00

Hi $@chin

Please try below steps to resolve your issue:
1)Manual Installation

Download the latest Mobility Service installer GitHub repo (Azure Docs).

Run the installer manually on each VM. This bypasses the portal’s upgrade mechanism.

https://github.com/MicrosoftDocs/azure-docs/blob/main/articles/site-recovery/upgrade-mobility-service-modernized.md

2)Check Prerequisites

Ensure Visual C++ Redistributable (2013/2015/2019) is installed.

Verify .NET Framework 4.5 or later is present.

Confirm the VM has sufficient disk space and permissions for installation.

3)Clean Up Old Versions

If partial installs exist, uninstall the Mobility Agent first.

Remove leftover folders (commonly under C:\Program Files\Microsoft Azure Site Recovery).

4)Re-register Agent

After manual installation, re-register the agent with the ASR configuration server if required.

Restart the VM to ensure services load correctly.

Next Steps

Try manual installation on one VM first to confirm success.

If successful, repeat across all affected VMs.

If manual installation also fails, check logs under C:\ProgramData\ASRLogs for detailed error codes.

Please let me know if you face any challenge here, I can help you to resolve this issue further

If the solution was helpful, please click "Upvote"
$@chin 320 Reputation points

2025-11-24T18:56:20.3633333+00:00

Hi @Naveena Patlolla ,

Where can I obtain the installer file to perform a manual installation on Windows Server 2019 and 2022 Datacenter editions ?

What is the recommended process to remove old versions or fully clean a VM prior to installing a new setup ?

1 answer

Your answer

Naveena Patlolla 7,500 Reputation points Microsoft External Staff Moderator

2025-11-24T17:06:32.36+00:00

Hi $@chin

Please try below steps to resolve your issue:
1)Manual Installation

Download the latest Mobility Service installer GitHub repo (Azure Docs).

Run the installer manually on each VM. This bypasses the portal’s upgrade mechanism.

https://github.com/MicrosoftDocs/azure-docs/blob/main/articles/site-recovery/upgrade-mobility-service-modernized.md

2)Check Prerequisites

Ensure Visual C++ Redistributable (2013/2015/2019) is installed.

Verify .NET Framework 4.5 or later is present.

Confirm the VM has sufficient disk space and permissions for installation.

3)Clean Up Old Versions

If partial installs exist, uninstall the Mobility Agent first.

Remove leftover folders (commonly under C:\Program Files\Microsoft Azure Site Recovery).

4)Re-register Agent

After manual installation, re-register the agent with the ASR configuration server if required.

Restart the VM to ensure services load correctly.

Next Steps

Try manual installation on one VM first to confirm success.

If successful, repeat across all affected VMs.

If manual installation also fails, check logs under C:\ProgramData\ASRLogs for detailed error codes.

Please let me know if you face any challenge here, I can help you to resolve this issue further

If the solution was helpful, please click "Upvote"
$@chin 320 Reputation points

2025-11-24T18:56:20.3633333+00:00

Hi @Naveena Patlolla ,

Where can I obtain the installer file to perform a manual installation on Windows Server 2019 and 2022 Datacenter editions ?

What is the recommended process to remove old versions or fully clean a VM prior to installing a new setup ?

Answer 1

Adam Zachary 2,025

I’ve seen this many times, and when the in-portal upgrade fails on multiple ASR-protected VMs, it almost always means the Mobility Agent can’t update itself and needs a manual reinstall.

You can download the Mobility Agent directly from the ASR vault:

Azure Portal → Recovery Services Vault → Site Recovery Infrastructure → Configuration Servers (or Process Server if you use one) → Download Mobility Service.

This gives you the exact installer for your setup.

Once downloaded, run the installer manually on the VM. It will upgrade in place without breaking protection.

$@chin 320 Reputation points

2025-11-25T03:28:50.37+00:00

Hi @Adam Zachary ,

Unable to find any download option at the location mentioned
Adam Zachary 2,025 Reputation points

2025-11-25T03:34:10.02+00:00

The download link depends on which ASR scenario you are using.

Since you are protecting Azure VMs, the Mobility Agent does not appear under “Configuration Servers”, that menu only exists for VMware / Physical setups.

For Azure VM to Azure replication, the only place to download the Mobility Agent manually is:

Recovery Services Vault → Site Recovery Infrastructure → For Azure virtual machines → Extension update settings Inside that blade, there is a link named “Download Mobility Service installer”.

If you do not see it, it means your vault is using Extension-based replication only, and Microsoft hides the installer because Azure VMs install the Mobility Service through the extension pipeline.

In that case, the practical workaround is:

Remove protection for one affected VM (do not delete disks).

Re-enable replication, which forces a clean Mobility Service reinstall.

Once confirmed working, repeat for the others.

There is no standalone installer exposed for Azure VM replication if the vault does not show the download option.
$@chin 320 Reputation points

2025-11-25T15:13:37.8166667+00:00

Hi @Adam Zachary ,

I couldn’t find that option to download manually

I have already tried removing the protection and re-enabling replication, but it still installs the older version (9.55). The upgrade or installation of the latest Mobility Agent fails during the replication re-enabling process. As a result, the agent status remains unchanged, with only replication being synchronized
Naveena Patlolla 7,500 Reputation points Microsoft External Staff Moderator

2025-11-28T08:22:37.7433333+00:00

Hi $@chin
I have reached out to you in a private message

Thankyou

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ASR mobility agent upgrade issue

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