The Welkin Suite Forum

Bad update



Bad update

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#1
windows version welkinsuite

ikljaic@coria.com

    Posted 30 Jul 2018 and edited 31 Jul 2018

    Hi


    I had a bad update weekend. TWS went into Update mode, and afterwards, the executable launcher had disappeared.

    Tried reinstalling it, welkin installer would not allow it. 

    Tried uninstalling it, welkin installer would not allow it.

    Managed to delete everything, including the Regex keys, still somehow the autoupdater was locking the folder.

    Manged to delete it, but now it still won't reinstall, because of "not having access to the directory"

    And still no solution in sight.... 



    7 replies to this topic

    #2

    ihor.zhabolenko

      Posted 30 Jul 2018

      Hi Ivan,


      Thank you for your kind words about TWS and for your detailed information.


      Since this is impossible for us to reproduce this issue, I kindly ask to send us your 'UpdaterService.log' file that is created by the TWS auto-updater service. This file you can find in the C:\ProgramData\TheWelkinSuite\UpdaterService folder.

      Also, I kindly ask you to reproduce the issue one more time and send us a bug report with the attached log files directly from the IDE - you can find this functionality in the menu Help -> Report a Bug, please put your email and enable the 'Attach Log File' checkbox. This way we would receive your TWS log files which could provide us with an additional information about a reason for the issue.


       Ivan in this case, you can remove TWS using cmd, please follow the next steps to uninstall the IDE using a command line:
       1) please open your Regedit (Registry Editor) and the next path in it: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\The Welkin Suite\TheWelkinSuite\1.0;
       2) copy a value of a Product Code parameter;
       3) run cmd and execute the next command: MsiExec.exe /x {ProductCode Value}

      As a result, TWS would be removed from your computer and you would able to install the IDE again.


      Regards,

      Ihor


      TWS Team


      #3

      ikljaic@coria.com

        Posted 30 Jul 2018

        I managed to pull the files from the Recycle bin and find the Updaterservice folder.

        The regedit wont work, .... since Revo uninstaller managed to remove everything from the registry


        I was not able to launch TWS at all, since the launcher disappeared entirely, ... so no way of launchin it and send in the logs.

        Also, ... an uninstall did not work, the way it should have, ... he was missing the MSI file and attaching other installer files did not work as well.

        So in the end, .... everything got screwed up, ... seriously.


        Attached Files


        #4

        ihor.zhabolenko

          Posted 30 Jul 2018

          Hi, again. 


          You zipped the "update service" folder, but it without logs. I kindly ask to send us your 'UpdaterService.log' file that is created by the TWS auto-updater service. This file you can find in the %ProgramData%\TheWelkinSuite\UpdaterService folder.

          You can try to stop TheWelkinSuiteAutoUpdater.service using the Task Manager and re-install TWS via the installer from the site.


          If you would have any additional questions, please let me know - I'll be happy to answer them.


          Regards,

          Ihor


          Attached Files

          TWS Team


          #5

          ikljaic@coria.com

            Posted 30 Jul 2018

            The file I provided is the entire folder. There is nothing else inside. Obviously, ... something is very wrong with the updateService. I cannot install it now, even from the installer. I tried the onlilne installer as well as the offline installer.
            There have been no setups made to my machine. One night I go to sleep and turn off TWS, and the next morning shit hits the fan.



            Post deleted by author.

            #7

            ihor.zhabolenko

              Posted 30 Jul 2018

              ikljaic@coria.com, on 30 Jul 2018 - 12:55 PM, said:

              The file I provided is the entire folder. There is nothing else inside. Obviously, ... something is very wrong with the updateService. I cannot install it now, even from the installer. I tried the onlilne installer as well as the offline installer.
              There have been no setups made to my machine. One night I go to sleep and turn off TWS, and the next morning shit hits the fan.

               I kindly ask to send us the "TheWelkinSuite" folder (in .zip ). This folder you can find in the %ProgramData% folder. This way we would receive your TWS log files which could provide us with an additional information about a reason for the issue.

              Regards,

              Ihor


              TWS Team


              #8

              kate.dulko

                Posted 31 Jul 2018

                Hi Ivan,


                Thank you for contacting us on this and for your response.


                We are looking for a way to reproduce this and find a solution for this case.

                However, right now, I kindly ask you to send us the 'UpdateService' folder from the Program Data directory instead of the 'UpdaterService' folder from the Program Files - since the content of the archive which you sent to us is the Auto-Updater service itself and its log files are present in another folder.


                One more question: what do you get when you uninstall the IDE using the cmd and a TWS Product Code from the Regedit? 


                Also, can you please let me know which error do you get when you try to install the IDE and please send us the related installation log file - the 'TWS_Installation.log' file from the %LocalAppData%\The Welkin Suite\Installation\ folder.


                Looking forward to your response and we would be happy to solve the issue as soon as possible.


                Thank you,

                Kate




                Kate Dulko
                Customer Relations

                The Welkin Suite

                twitter: @KateDulko
                skype id: d_katerina
                e-mail: kate.dulko@welkinsuite.com

                 

                  





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