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Nick D.
Nick D.
User

Update problem  en

Autor: Nick D.
Visited 215, Followers 1, Udostępniony 0  

Hello, Following your advisory email I updated my system a day or so ago as normal with no problems.  A newly installed version on my colleague's PC comes up with the attached error message "cannot contact the server please try again later" whether I select search for updates or use the big yellow button that flashes up.  What do you suggest?  Her version is installed in French as she is French.

Regards.

Nick

Posted on the
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Paul M.
Paul M.
Moderator
Najlepszy Użytkownik miesiąca EN

Hello Nick,

Ask your your colleague to log in to her WebSite X5 Help Center account.

Then go to the Profile drop-down menu in the top right hand corner.

Select 'Download' from the options available, and download the full setup file which you will find there.

Then run the file as an 'Administrator' in Windows.

If you continue to have difficulty then please ask your colleague to request help from her own account, as this will enable us to assist better.

Kind regards,

Paul

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Posted on the from Paul M.
Esahc ..
Esahc ..
Moderator

Nick, as a first step please disable (or preferrably temporarily uninstall) any 3rd party av, malware or firewall protection and then test. Once you know what is causing the issue it can be put back and an exception created.

Please let us know of your success or otherwise.

I have assumed your colleagues PC has it's own licensed. Whilst you can have your copy on 2 devices,  I do not believe they can be used simultaneously.

Oops, Paul beat me again, & I suspect he may have provided a better answer :-)

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Posted on the from Esahc ..
Nick D.
Nick D.
User
Autor

Thanks, I'll give it a go

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Posted on the from Nick D.
Nick D.
Nick D.
User
Autor

... and no she hasn't her own license.  She and I share a copy as we manage the same site but we don't run them at the same time.  I guess therefore she hasn't her own account but on her machine she can log into mine and download as Paul suggests.  The initial setup a week or two ago worked fine and there were no AV or firewall issues. It is just this latest update that is causing problems.

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Posted on the from Nick D.
Esahc ..
Esahc ..
Moderator

The newest releases are often initially flagged. 

Be aware that your usage as described is not in accordance with Inconedia's licensing.

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Posted on the from Esahc ..
Nick D.
Nick D.
User
Autor

I don't understand what you mean about the licensing.  I'm sure I checked when we first bought into X5 that we were doing it correctly.  We have one website manager and I am just the technician/troubleshooter if you like and that's it, so my only activity is if there is a problem.

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Posted on the from Nick D.
Nick D.
Nick D.
User
Autor

In fact I emailed Incomedia just the other week to ask them about how to change the website manager from one user to another.  I explained how we operate under the 2 seat licence and they told me what to do.

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Posted on the from Nick D.
Esahc ..
Esahc ..
Moderator

I stand corrected.

Did you resolve the problem?

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Posted on the from Esahc ..