Tracker Updater Not Working

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redsky8
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Tracker Updater Not Working

Post by redsky8 »

My Tracker Updater has never worked since I installed PDF-XChange Editor a few months ago. It always throws errors. New releases have been published, but the updater does not find them. This is what I see specifically:

The updater sits on "Gathering information, please wait..." for a while. It always results in the following error: https://imgur.com/28zNgM0
"An error has occurred:
Self-update error: Please try again later."


The PDF-XChange Editor version I have installed is 7.0.323.0. I am running the application on Windows 10 x64. Any suggestions?
Sasha - Tracker Dev Team
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Re: Tracker Updater Not Working

Post by Sasha - Tracker Dev Team »

Hello redsky8,

We'll need an Updater's log. Please read this post on how to obtain it:
viewtopic.php?f=62&t=30446#p121097

Cheers,
Alex
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redsky8
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Re: Tracker Updater Not Working

Post by redsky8 »

Here are both:

Image: (ATTACHED)

Log:

Code: Select all

Tracker Update © 2014, Tracker Software Products (Canada) Ltd., ver.7.0.0323.0000, from Nov 30 2017 20:37:12 with Sessin ID - 9zbJl
MS Windows NTx64; ver.10.0(16299) SP0.0 Workstation(100)
Started at 2018/02/13 04:50:47.058: 
04:50:47.074: Trace/e: Pipe::Server at NamedPipe('\\.\pipe\TrackerUpdatePipe1') started.
04:50:48.045: Trace/e: Dpi of current display was checked. Best size of icon is 24x24.
04:50:48.045: Trace/e:  Localizer's Languages folder path is C:\Program Files\Tracker Software\Update\\Languages
04:50:48.045: Trace/e:  Current language is BuiltIn
04:50:48.076: Trace/e: Base Config 'https://www.pdf-xchange.com/trackerupdate/TrackerUpdate.xml' download started.
04:50:48.076: Trace/e: Connecting to server www.tracker-software.com...
04:50:48.092: Trace/e: Connected successfully.
04:50:48.092: Trace/e: Dowloading file: TrackerUpdate.xml...
04:50:48.587: Trace/v: Item Downloading started.
04:50:48.587: Trace/e: File TrackerUpdate.xml was successfully downloaded.
04:50:48.587: Trace/v: Item Downloading finished.
04:50:48.587: Trace/e: Base Config received successfully.
04:50:48.587: Trace/v: Base Config confirmed to use.
04:50:48.602: Trace/v: Item Downloading started.
04:50:48.602: Trace/v: Item Downloading finished.
04:50:49.998: Trace/i: Can't rename self from 'C:\ProgramData\Tracker Software\TrackerUpdate\TrackerUpdate.exe' to 'C:\ProgramData\Tracker Software\TrackerUpdate\TrackerUpdate.exe.del'. ErrorCode:0x5
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Tracker Supp-Stefan
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Re: Tracker Updater Not Working

Post by Tracker Supp-Stefan »

Hello redsky8,

Our devs are looking at the log you provided, but for now it will be quickest if you manually download the latest build of our products from the website and update manually. This will update the "updater Tool" as well.

Regards,
Stefan
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redsky8
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Re: Tracker Updater Not Working

Post by redsky8 »

Thanks Stefan. Based on the log, I tried running the Tracker Updater as an Administrator and that allowed me to download the update and run it. FYI.
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Tracker Supp-Stefan
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Re: Tracker Updater Not Working

Post by Tracker Supp-Stefan »

Hi redsky8,

Glad to hear that worked!

Cheers,
Stefan
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delaing
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Re: Tracker Updater Not Working

Post by delaing »

Since this is a recent post, I'm going to add on to this.
I've had the same issue; thought it was solved by Run as Administrator also, but the Editor installation, via Updater, failed.
I ran the Updater-Install a second time, it did go ahead and finish the installation.

How can I pull up a log file if I wanted to send it to you? And,
Since I'm having issues with Updater, will I not be able to run Check for Updates from within the Editor GUI itself? That method has always error'd.

Thanks in advance,
Delain
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TrackerSupp-Daniel
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Re: Tracker Updater Not Working

Post by TrackerSupp-Daniel »

Hi Delaing,
We hope to have this issue fixed with the next update of the editor, but in the meantime, you can go to
C:\Program Files\Tracker Software\Update
Right click on the TrackerUpdate.exe and go into properties.
check the box that says Run as Administrator under Compatibility
Then Click "Apply" and "OK"
This will likely cause the updater to give you a "Run as administrator" or "Allow this program to make changes..." popup each time that the updater tries to run, but it will force it to always have those rights, even when run from inside the editor.
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD

+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
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delaing
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Re: Tracker Updater Not Working

Post by delaing »

Excellent; seems to work just fine now.
Thanks for the quick response.

Delain
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TrackerSupp-Daniel
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Re: Tracker Updater Not Working

Post by TrackerSupp-Daniel »

:)
Dan McIntyre - Support Technician
Tracker Software Products (Canada) LTD

+++++++++++++++++++++++++++++++++++
Our Web site domain and email address has changed as of 26/10/2023.
https://www.pdf-xchange.com
Support@pdf-xchange.com
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