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Update ALLIANCE HF12 failed

  • December 1, 2022
  • 4 replies
  • 56 views
L
Sidekick (Partner)
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Hi,

 

We have a critical issue in live. We’ve upgraded our customer yesterday evening in ALLIANCE V15.1.0.12 (from HF11 to HF12), and on some computers we have a failure. Update has failed and is looping on this error message : 

 When killing the app, update is running again and fails again. We’ve already try to uninstall ALLIANCE, and same behavior.

What can we do now ?

Thank you for your help.

Laurence

 

 

Best answer by Phil Seifert

Hi Laurence,

Ok, glad you sorted it out it seems and the issue was the widgets you were using though the error message did not really allude to that being a possible cause. In general, the tips provided are good ones to follow whenever having issues deploying/updating the Astea Browser.

4 replies

Phil Seifert
Ultimate Hero (Employee)
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  • Phil Seifert
  • Ultimate Hero (Employee)
  • December 1, 2022

Hi Laurence,

We have had other customers updating from HF11 to HF12 without encountering this error message.  However, as the error message is (translating to English for everyone reading):

Please close all Astea Browser sessions before starting an online update.

Only things I can think of at this point are:

  1. uninstall the Astea Browser again (I know you did this) then open the task manager on your client after uninstalling to make sure there is not a hanging Astea Browser process.  If there is, end that task.
  1. uninstall once more and then goto C:\Users\pseifert\AppData\Local\Astea\ folder (change pseifert to the user account) and find the xml file for the environment you are connecting. Delete this file as it will be recreated once you login again.
  1. delete the 2.0 folder the Astea Browser is located on your client.  To get to this folder, run the Astea Browser and then using Task Manager - right-click and open file location.  This will be where the Astea Browser is deployed on the client.  Keep that file explorer window open and uninstall again.  Check if that folder is now empty or deleted.  If not, remove that folder.

Hope these suggestions help.

Please mark any comments which answered your question as Best Answer so the topic is easier recognised as answered and closed.
    L
    Sidekick (Partner)
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    • Laurence DEBRIE
    • Author
    • Sidekick (Partner)
    • December 1, 2022

    Hi Phil,

     

    Thank you for your tips.

    Before doing the step 3, we’ve tryied to remove from the home page some specific widgets we have created.

    Just to let you know that it appears it can be an issue. A posteriori, the customer reminds that, it causes troubles as well for the previous update.

    BR

    Laurence

     

      Phil Seifert
      Ultimate Hero (Employee)
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      • Phil Seifert
      • Ultimate Hero (Employee)
      • Answer
      • December 1, 2022

      Hi Laurence,

      Ok, glad you sorted it out it seems and the issue was the widgets you were using though the error message did not really allude to that being a possible cause. In general, the tips provided are good ones to follow whenever having issues deploying/updating the Astea Browser.

      Please mark any comments which answered your question as Best Answer so the topic is easier recognised as answered and closed.
      L
      Sidekick (Partner)
      Forum|alt.badge.img+10
      • Laurence DEBRIE
      • Author
      • Sidekick (Partner)
      • December 2, 2022

      Hi Phil,

      In addition to my previous post, I would like to inform you that it appears this is not the first time that a widget on the home page stucks the installation of a HF.

      Can you review that please, in order to prevent this issue in the future ? 

      Thank you

      Laurence

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