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What to Do If the Update Does Not Install Aptify 5.5.1 Correctly

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Last updated: Dec 12, 2014

If a problem occurs during the installation process and you need to get your Aptify system back up and running quickly, restore the database backup taken prior to the upgrade process. 

Logging Feature

To help identify where an error occurs during the installation process, the Service Pack Installer includes a logging feature to record the status messages of the setup process, and any errors encountered during the installation of Aptify 5.5.1. The log file that is generated is called InstallationStatusLog.txt and can be found in the top-level directory of the setup folder. If you need to contact Aptify's Customer Support department, please include any relevant exception errors found within this log file. 

If a problem occurs during the installation, the installer will notify you that an error occurred:.


If there is a problem with the installation, follow these steps:

  1. Click OK to close the Installer.
  2. Access the computer's Event Viewer (typically accessible from Start > Control Panel > Administrative Tools > Event Viewer).
  3. Click the Application Event Log and review the errors generated by Aptify (double click an error to open its Event Properties dialog).
  4. Copy the details of the errors to a file. You can either:
    • Right-click the Application heading and select Save Log File As… to save the error information to a Text or CSV file.
    • Copy the contents of a particular error and paste it to a text file or into an email message (the Event Properties dialog includes a Copy to Clipboard button). Repeat this procedure for each error generated by the Installer.
  5. Send the file containing the Error Log details to Aptify's Customer Support department with a description of the error you encountered.


If needed, contact Aptify's Support department using one of the following methods:

Over the Web:http://community.aptify.com/My-Aptify/Customer-Support/Support-Cases.aspx
By Emailsupport@aptify.com
By Phone

571-421-5260 (in DC Metro area)

800-355-6738 (outside DC Metro area)

 

 

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