Update installation

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julz
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Update installation

Post by julz » Tue Sep 11, 2018 1:34 am

Hi,

I'm running PDF-Xchange pro on a Win 10 machine. The problem:
When I do a software update, the program is able to download (says "download finished"), but when I click "install", I get a red warning saying "Request for administrative rights rejected."
Please help.

Thanks!

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Tracker Supp-Stefan
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Re: Update installation

Post by Tracker Supp-Stefan » Tue Sep 11, 2018 1:46 pm

Hello julz,

Is your windows account one with restricted permissions? And is someone else managing software installations on that machine?
If not - have you disabled UAC prompts or are those normally working?

As a workaround - please try to download the installation packages manually from our website, and run the installer from your e.g. desktop directly:
https://www.tracker-software.com/product/downloads

Regards,
Stefan

julz
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Joined: Tue Sep 11, 2018 1:26 am

Re: Update installation

Post by julz » Thu Sep 20, 2018 1:57 am

Hi Stefan,

Thanks for your reply. I have admin rights to my pc, UAC set to "notify only when applications try to make changes".
Anyways, did the workaround, was easy and worked fine. Just a bit annoying that I can't install update directly from the app.

Thanks!

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Dimitar - Tracker Supp
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Re: Update installation

Post by Dimitar - Tracker Supp » Thu Sep 20, 2018 7:01 am

Hello julz,

We are glad to hear that your problem is resolved.

I can assure you that our updater works normally, but sometimes it is influenced by other software products and by the operating system itself.


Regards.

RMan
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Joined: Tue Jul 02, 2013 10:06 pm

Re: Update installation

Post by RMan » Wed Nov 14, 2018 1:27 pm

The Updater doesn't work on my machine either most of the time. It downloads it and then fails to start it as the administrator as can be seen in the screen capture. I know from my own programmig that if I do a shell call with runas option that it prompts for Administrator rights so I'm not sure what your programmers are doing. My guess is maybe it's actually failing to unzip it and the error message is just wrong or that the zip file is still in use by the Norton Antivirus or something.

But I do see the zip file was downloaded to the following location.
C:\ProgramData\Tracker Software\TrackerUpdate\Download

Can I suggest that you add a button to the interface to "Open Download Location" so users can at least easily find the file that was downloaded and manually install it if they want.

Here's the message I got this morning when trying to update the Editor.
pdf-xchange_updater.jpg

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TrackerSupp-Daniel
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Re: Update installation

Post by TrackerSupp-Daniel » Wed Nov 14, 2018 7:21 pm

Hello RMan,
I am glad to hear that solved the issue for the time being.
I will bring up this suggestion at our next meeting for you.

Regards,
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

RMan
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Posts: 172
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Re: Update installation

Post by RMan » Wed Nov 14, 2018 7:46 pm

Thanks. Just trying to make it easier for your users also.

It's happened before to me and before I had to try the udpate again so it downloads the file again and gives the same error. This time I remembered luckily and just went to the folder and manually ran it but users should not have to do that.

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TrackerSupp-Daniel
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Re: Update installation

Post by TrackerSupp-Daniel » Wed Nov 14, 2018 8:06 pm

I agree, Ideally, we would like to simply never had to display this error (unless it is true) but certainly having an alternative would be ideal.

Thank again for the suggestion!
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

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