When upgrading the EventSentry agent on a remote host that is running a 64-bit edition of Windows, the remote agent (service) fails to start. You may also get the error "Unable to update service configuration, please see KB 164 at eventsentry.com"

Starting with version 2.90, the EventSentry agent (eventsentry_svc.exe) is installed in the %SYSTEMROOT%\SysWOW64 directory on 64bit machines.

When updating from EventSentry 2.81 (or earlier) to EventSentry 2.90 (or later), the service configuration needs to be updated in order for the service configuration to point to the new location of the EventSentry service. The Remote Update feature of the management console attempts to update the location automatically when it detects this condition, but it cannot do so if remote access to the registry is not available.

To resolve this problem, perform these three steps on the computer where the service does not start:

1. Open the registry editor regedit.exe
2. Navigate to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\EventSentry
3. Change the ImagePath value from %SYSTEMROOT%\system32\eventsentry_svc.exe to %SYSTEMROOT%\SysWOW64\eventsentry_svc.exe.
4. Start the EventSentry service

Alternatively to steps 1-3 above, you can also download the registry file kb_164_es_service_64-bit_fix.reg file from the additional links section below and simply import the file by double-clicking it.

Again, these steps are only necessary when the management console cannot access the remote registry on the remote computer, and when the remote computer is running a 64-bit version of Windows.