Known Issue :: Check for Update Tool (PA6.3 to PA6.3.1)

Modified on Mon, 19 Aug, 2019 at 1:29 PM

We discovered recently, some clients are unable to update from 6.3 to 6.3.1 with the online updater. The problem exists in the 6.3 OTA (over the air) update. This means that clients who updated from 6.2.25 or previous to 6.3 using the "Check for Updates" tool within the PA6 application, will not be able to update to 6.3.1 online. If a client used the full 6.3 installer, they can update to 6.3.1 online without any issues. Also, if the client missed the 6.3 update, and they are still using 6.2.25 or older, they can update to 6.3.1 online without any problems as well.

To identify a failed update, when the client, using the "Check for Updates" tool, clicks to update after checking for updates, the update progress will show 0% and remain at 0% indefinitely.

There are two methods to resolving this issue, Method 1 should be quicker and easier:

Method 1

Download one of these patches.
1. For Windows
2. For Macintosh
Run the appropriate patch for your computer operating system.
Restart PA6 and login as system/admin, you should be able to update using the "Check for Update" tool.

If this Method does not work, try Method 2.

Method 2

The solution for clients who are unable to update online is for them to download the full PA 6.3.1 installer and re-install Play Attention.

Recommended Steps for Re-Install

Export Data (follow these steps)
Download newest installer (downloads)
Run the downloaded installer and follow initial setup protocol (install & setup)

Once your PA6 has been re-installed re-start PA6 and verify that your users have been restored. If they have not been restored you will need to IMPORT them from the file you created in step 1. above.