Automatic and manual "check for updates" fails

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sparkyguy
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Joined: Wed Apr 13, 2016 10:06 pm

Automatic and manual "check for updates" fails

Post by sparkyguy » Thu May 25, 2017 3:30 am

For over a month, when I manually check for updates it will time out after about 45 seconds and say to "try later".
If I manually verify an update is available, I can manually download the new versions and successfully install with my key.
However, this gets cumbersome. Why does the automatic check for updates no longer work? Why does a manual check for updates constantly fail?

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Radi - Tracker Supp
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Re: Automatic and manual "check for updates" fails

Post by Radi - Tracker Supp » Thu May 25, 2017 6:49 am

Hello sparkyguy,

Thanks for your post.

We haven't received other similar reports so this issue might be specific for your machine. The first thing your should check is whether your anti-virus application or firewall block our updater's access to the internet.

Please try adding our updater to the trusted applications in both your anti-virus application and your firewall and test if the updater again.

Regards,
Radi

sparkyguy
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Posts: 9
Joined: Wed Apr 13, 2016 10:06 pm

Re: Automatic and manual "check for updates" fails

Post by sparkyguy » Thu May 25, 2017 5:12 pm

As an easy test, I temporarily disabled both my Antivirus (Avast) and firewall (native Windows 7).
Same results.
After "checking" for about 30 seconds it times out and says to try again later.
Currently, no issues whatsoever with any other apps.

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Radi - Tracker Supp
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Re: Automatic and manual "check for updates" fails

Post by Radi - Tracker Supp » Fri May 26, 2017 9:36 am

Hello sparkyguy,

Please close the Updater (if it is running), then download and run the attached registry file:
TrackerLogFile.zip
(336 Bytes) Downloaded 43 times

This will enable the debug options in the updater.

Once done, start the updater again, try to check for updates and after it times out - click on the upper left corner of the updater's window to show the System menu and select Preparing data for debugging.

Please send us the saved log file so we can try to determine why the updater times out.

Regards,
Radi

sparkyguy
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Posts: 9
Joined: Wed Apr 13, 2016 10:06 pm

Re: Automatic and manual "check for updates" fails

Post by sparkyguy » Sun May 28, 2017 8:48 pm

Radi,
Thanks for the reply.
I added the registry patch as you directed.
However, immediately when when I get the time-out error, the "Tracker Updater" window disappears and I'm only able to close the window that says:
PDF-XChange Editor < Window Title
! Check for updates timed out.
Please try again later.
> Close

All other actions are inhibited until I click Close.
I don't see how to select the Systems menu to select Preparing data for debugging as you requested.

Ivan - Tracker Software
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Re: Automatic and manual "check for updates" fails

Post by Ivan - Tracker Software » Mon May 29, 2017 7:51 am

The easiest way to access system menu is to use shortcut Alt + Space.
Tracker Software (Project Director)

When attaching files to any message - please ensure they are archived and posted as a .ZIP, .RAR or .7z format - or they will not be posted - thanks.

sparkyguy
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Posts: 9
Joined: Wed Apr 13, 2016 10:06 pm

Re: Automatic and manual "check for updates" fails

Post by sparkyguy » Mon May 29, 2017 11:21 pm

After trying several times, the only options I am able to get in the pull-down menu are the following:
Restore (Greyed Out)
Move
Size
Minimize
Maximize
Close (Alt+F4)

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Radi - Tracker Supp
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Re: Automatic and manual "check for updates" fails

Post by Radi - Tracker Supp » Tue May 30, 2017 8:16 am

Hi sparkyguy,

Please make sure that the Updater is not running when you import the registry.

Please note that when you close the Updater with the X from the upper right corner of its window - it doesn't really close, it minimizes to the system tray. You should right click on the updater's icon from the system tray and select Exit, then execute the registry file.

Once done, the debug options should be available the next time you start the updater.

Regards,
Radi

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