Solved Upgraded to v18, but v18.0.2.314 Web Client Update fails

[jasonhille]

We upgrade all of our customer's 3CX to v18. One of our clients upgraded to v18 successfully and the PBX is operational, but the PBX reports that there is an update for the Web Client (see attached image). The web client install freezes the PBX and since it is an update, it stops all the services and stops PBX from operating. We've tried uninstalling v18, restarting host OS, re-installing v18, but the issue persists. We did not run into this issue on the 10 other 3CX installs we manage.

Other steps taken:

1. Ensure Windows 10 Pro host OS was updated (21H2 build 19044.1503)
2. Re-downloaded v18 and attempted re-install.
3. Verified host OS is able to resolve 3CX servers for update downloads.
4. Scheduled overnight automatic update.

I'm sure there may be other steps I can take, but all of the other updates installed without an issue. It's only this update. Any help would be appreicated.

 

[NickD_3CX]

I sent you a PM.

 

[jasonhille]

I sent you a PM.

I sent a PM Back.

 

[jasonhille]

After performing the requested task, it essentially did the same thing during the CLI output. It started, hung for about an hour, and I was forced to stop the process and restart the services to get the PBX back up and running. I did restart the host machine to ensure reliable service startup. I've noticed some services will sporadically stop and restart based on service settings if I simply force restart services after a failed update.

The PBX is fully operational, but the update simply won't take.

If you have some other suggestions, I'm all ears. Otherwise, I'm going to have to backup the PBX, again, and rebuild the host OS.

 

[NickD_3CX]

Can you check if there is a file C:\Program Files\3CX Phone System\Bin\Updater1.log and a C:\Program Files\3CX Phone System\Bin\Updater2.log ?

I would have a look in there to see if there are any pointers as to why it might be failing.
Truth is however, if you want the faster solution, I think it would be taking a full backup, rebuilding the host, re-installing 3CX and restoring the backup.

 

[jasonhille]

It looks like some residual folders with files were being left behind when we original uninstalled v16 and installed v18. We uninstalled v18, deleted all 3CX folders from program files and programdata. Check registry which was clean, restarted the host os, and attempted a very fresh install of v18. Once completed, all subsequent v18 updates were successful without issue.

Standard SOP for version upgrades would be full backup of 3CX, uninstall old version, nuke all traces of 3CX from system folders, reboot host OS, install new version of 3CX, and restore from backup. If that is documented somehwere, I'm sorry we missed it.

 

[NickD_3CX]

Hi!

Glad you figured it out! Under normal circumstances, the uninstall process removes everything that it needs to, so you are correct in saying that there are no instructions mentioning that you need to manually delete files.

We have seen a few cases though where Windows for whatever reason locked some files and ultimately don't get removed, but those are so few and far apart.
(The weirdest one I've seen is V16 not being able to uninstall until you kill the "Windows Photos" process ?!?!?)

Anyhow, as a solution was found I will mark this as 'Solved'!
Thanks for the update @jasonhille !