Proclaim updates not happening automatically

I've just checked versions on Proclaim on two Windows 10 computers. They both reported being up to date but when clicking "Check again" a later version was found.

Screenshots below are from one of the computers

Is there a known problem with the auto-updater and, if not, how should I track down why this isn't working properly?

Thanks, Graham

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Jim Snowden

I just started Proclaim and it did not pick up any updates. I then did the manual check and like you I found there was a later version available. So suggests there might be a problem with Proclaim rather than our installations.

Jim

Graham Criddle

https://community.logos.com/discussion/comment/991907#Comment_991907

Thanks Jim

That's helpful, Graham

Graham Criddle

https://community.logos.com/discussion/comment/991908#Comment_991908

And I've just checked and the "disable auto-update" option is not selected!

On one computer - a laptop - this option is actually grayed out preventing me from changing it even if I wanted to.

For some reason when the laptop updated it only updated to 2.9.0.0074 as opposed to .0075 which is currently the most recent version.

Graham Criddle

https://community.logos.com/discussion/comment/991909#Comment_991909

The logfile (from one of the computers) shows that the out of date state was detected and a start was made on doing an update

But I can't see any indication as to what happened next - hopefully someone from the Proclaim team will be able to get more out of it!

5857.636701843918084587_Proclaim.log

Justin (Faithlife)

https://community.logos.com/discussion/comment/991911#Comment_991911

Thanks for bringing this up. Did you manually update the program? The log you posted is showing version x75, can you send me the full folder to support@faithlife.com?

Graham Criddle

https://community.logos.com/discussion/comment/991936#Comment_991936

Did you manually update the program? The log you posted is showing version x75,

Yes I did manually update it - and apologies for posting the wrong log.

I don't have access to that computer at the moment - and won't have until Monday.

For comparison I just loaded Proclaim on my home computer and saw it is also out of date (even if only slightly).

In this case I just started Proclaim, checked the version and then closed Proclaim.

Here are the log files from this computer

4503.Proclaim logs (18 Aug 2018).zip

If I start Proclaim again it shows it running x75 so in this case the upgrade worked.

So in this case it seems to be working properly.

I'll look into it again next week when I'm back in the office but I wonder if I was misreading what was happening.

Apologies for any confusion - I'll report back when I have something further.

Graham Criddle

https://community.logos.com/discussion/comment/991979#Comment_991979

Having checked through some of the logs it does seem to be updating properly.

I'll keep an eye on it and report back if I see it not doing so.

Apologies for any confusion.

Beaver Creek Baptist Church

https://community.logos.com/discussion/comment/992088#Comment_992088

However, for me, it doesn't seem to be consistent. I opened Proclaim yesterday, checked the version and it was 0071. I made a couple minor changes to a presentation and closed Proclaim. Today I opened Proclaim and the version was still 0071. I closed it immediately and reopened about 5 minutes later the version is still 0071.

Log files >> 7416.Proclaim Logs.zip

Scott Alexander

https://community.logos.com/discussion/comment/992118#Comment_992118

A couple caveats related to automatic updates worth mentioning.

* Proclaim will not try to update in the background if you're currently On Air. The background update should be silent and not interrupt Proclaim, but we've opted not to take that chance if you're On Air.

* On Windows machines the installer attempts to disable Layered Service Providers. This prevents other applications (e.g. Video Driver management suite) from inserting themselves in the Proclaim.exe process, and potentially crashing Proclaim. Disabling LSPs only has to happen once, but it requires a UAC prompt, therefore we don't want to do it in the background. Some Windows machines repeatedly fail at this step, meaning we UAC prompt at each update and can never background install. It's a small percentage of machines and we haven't been able to track down the reason for the failure.

Jim Snowden

https://community.logos.com/discussion/comment/992120#Comment_992120

I have found that the virus checker I am using (Webroot) is detecting proclaimsetup.exe as a virus threat. I think perhaps partly because it is being downloaded into Appdata/local/proclaim/backgroundinstall.

So Webroot then quarantines the setup file before Proclaim gets a chance to run it. Proclaim then proceeds to open normally (the old version) without displaying any error.

If I download it manually from the proclaim About popup, it goes in to the normal WIndows Downloads directory. Webroot doesn't seem to mind it being there and I can then manually run it to do the install.

The automatic updating used to work fine even though I've always had Webroot. So perhaps either Webroot is now being more fussy, or Proclaim is handling the automatic download differently.

I added the file as an "allowed file" in Webroot, so maybe automatic updates will work fine the next time.

Justin (Faithlife)

https://community.logos.com/discussion/comment/995147#Comment_995147

Sorry for the trouble Jim, I don't think much has changed. With certain anti-viruses, whitelisting some programs is necessary as they have a database of trusted common applications with various levels of sensitivity. It could be being blocked because it's an executable that another process is calling, and it's not commonly recognized.