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PostPosted: Fri May 17, 2019 10:05 am 
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Common causes & resolutions for client update issues

UPDATE PROMPT NOT APPEARING FOR USERS:

•Verify user has full control of the install directory.
- Right click the Synoptix folder > Properties > Security. Select "users" and check the “full control” box. Apply.
• Check network security policies:
- Ensure antivirus software is temporarily disabled, or that an exception has been added for Synoptix.
- Ensure there is not a firewall blocking the update, or add exception
- Ensure User Account Control is not blocking the update.
- Ensure there is not a proxy blocking the update.
•Confirm the user you are currently logged in as has update rights within the Synoptix client.
•Your account may be outside of the maintenance timeframe. You can check this by contacting Synoptix Support.

UPDATE PROMPT WINDOW: CLICKING “ASK ME LATER” CLOSES THE CLIENT

• This is normal behavior if the CompuSoft database has already been updated. Users must update in order to log into the client.
- When one user accepts an update, it automatically updates the CompuSoft database. Following this change, all other users will be required to update their clients to remain in sync with the new database version.
- The “Ask Me Later” button is read as a denial to accept the update, so it closes the client entirely. If the user re-launches the client they will be able to accept the updates. Once the update is applied, they can open
the client again and log in to access reports.

POP-UP WINDOW ASKS FOR UPDATE NAME

•This prompt indicates there is still some form of internal security that is preventing the workstation from connecting to the Synoptix update server, such as a firewall.
•You can apply updates using this method by contacting Synoptix Support to receive the update names, as well as links to download jar files. This will allow you to manually update your client.
- If you are unable to use the jar file as a local file to manually update, you may need to zip the jar file in order to overcome a firewall.

USING INTERNAL IT SUPPORT TO AMEND YOUR HOST FILE

•Synoptix users can receive assistance from their local tech support if they are advised to adjust their host file to allow connection to the Synoptix update server.
- To test connection to the Synoptix update server “nslookup updates.compusoftdevelopment.com” and see if it returns 208.109.243.63. If it does, that is the correct IP. If it is pointing to the wrong IP, this may be a
router or DNS cache pollution issue, which will need to be remedied in the internal environment.
- The addition to be made to the host file is: updates.compusoftdevelopment.com 208.109.243.63



If you have additional questions or need update assistance, please contact Support: Support@synoptixsoftware.com

Please note: to best serve user needs, Support is only able to conduct troubleshooting in the most recent version of the client. Please update your client prior to contacting Support, or inform them if you will need assistance updating your client. Updates contain bug fixes based on user feedback, and issues experienced by users may already be resolved in a newer version of the client.


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