mpande
Posts: 64
Joined: Tue Sep 28, 2021 1:52 pm

Updater / Upgrade Issues

Fri Apr 29, 2022 1:24 am

Over our deployed upgrades we've had two sets of problems that fairly similar to each other, and reasonably common. (They occur at roughly 10% of our sites.)

Problem one is that the scheduled task to call the updater shows that the task has completed successfully. Looking at the installation directory the proper .aiu file has been downloaded, and the associated upgrader has been downloaded, but the upgrader program does not appear to have been run. (There are no logs within c:\users\USER_NAME\appdata\Local\temp), and our upgrader doesn't log anything, which it should do almost immediately.

Problem two is that the scheduled task shows an error 0x2EF3. Googling this error it appears to be a network connection error.

In both scenarios the next time the scheduled task is run automatically it frequently succeeds without any intervention on our part, and our running of the scheduled task manually has also always succeeded.

Do you have any insight into these problems? Are there any updater logs we can look at to determine what happened? Our upgrader program is fairly meaty at nearly 700mb, and many customers have poor internet. Does the updater have any time out timeout period?

Liviu
Posts: 1026
Joined: Tue Jul 13, 2021 11:29 am
Contact:  Website

Re: Updater / Upgrade Issues

Wed May 04, 2022 2:22 pm

Hello Max,

Sorry for the delayed reply on this.
Problem one is that the scheduled task to call the updater shows that the task has completed successfully. Looking at the installation directory the proper .aiu file has been downloaded, and the associated upgrader has been downloaded, but the upgrader program does not appear to have been run. (There are no logs within c:\users\USER_NAME\appdata\Local\temp), and our upgrader doesn't log anything, which it should do almost immediately.
I'm not sure if is related to this, but we had an issue when the users tried to update through our EXE boostrapper - "Check for updates before installation" option from "Updater" page - our EXE bootstrapper downloads the update but it never launches it. This was fixed in version 19.4, therefore can you please try to see if this issue is reproducible using our latest version?
Problem two is that the scheduled task shows an error 0x2EF3. Googling this error it appears to be a network connection error.

In both scenarios the next time the scheduled task is run automatically it frequently succeeds without any intervention on our part, and our running of the scheduled task manually has also always succeeded.

Do you have any insight into these problems? Are there any updater logs we can look at to determine what happened? Our upgrader program is fairly meaty at nearly 700mb, and many customers have poor internet. Does the updater have any time out timeout period?
I'm not sure why that happens, but yes, it may be related to the poor network connection if the package is large enough.

The download may fail if the connection gets lost, somehow. In this case, you can "/set retryattempts" to maximum (which is 6), so the updater will try to reconnect in case the connection is lost.

There is a command line that forces the Updater re-check for updates in case it cannot connect to the server from the first attempt. You can see more details about the "/set retryattempts <retryattemptslitmit>" command in our Updater article.

So basically, the updater needs to be once called with the "/set retryattempts" command, then anytime it tries to download new updates, that value will be taken into account.

Hope this helps!

Best regards,
Liviu
________________________________________
Liviu Sandu - Advanced Installer Team
Follow us: Twitter - Facebook - YouTube

Return to “Common Problems”