Support Board
Date/Time: Thu, 26 Dec 2024 04:02:23 +0000
update failure
View Count: 849
| [2015-12-04 23:42:33] |
| User989073 - Posts: 3 |
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The following is a copy of the text from Support regarding the Update Failure. I was requested to submit this to the Support Board. See file attached of screen shot of the Task manager when SC has been opened with only 1 instance of SC showing. and here is another screen shot file of the Task Manager after attempting download and install the new update. Now 3 instances of SC are showing, and this is after the update failed and after SC was closed down. The only way to remove the 3 instances of SC from the task manager was to restart the computer. This sequence has been tried several times, all unsuccessful. [Open] update failure - Account Support Ticket [6] 2015-12-04 21:04:26 GMT | By : Sierra Chart Support | Status : Open For further help with this, use the Support Board. We will want to see a screenshot of the Task Manager showing what you are describing. Download for software update has been redirected. Request ID: 5 -> 6 | 2015-12-04 12:55:15 Failed to open the file: C:\SierraChart\SierraChartSetup.exe. Error: Windows error code 32: The process cannot access the file because it is being used by another process. | 2015-12-04 12:55:27 * HTTP connection to www.sierrachart.com:80 (22) | Closed. No error. | 2015-12-04 12:55:30 HTTP connection to www.sierrachart.com:80 (22) | Shutdown and closed. | 2015-12-04 12:55:30 Any suggestions how to correct this? Thanks, Glenn Date Time Of Last Edit: 2015-12-05 00:59:54
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 Task manager after SC opened.PNG / V - Attached On 2015-12-04 23:26:38 UTC - Size: 1.39 KB - 256 views Task manager after update failed.PNG / V - Attached On 2015-12-04 23:33:06 UTC - Size: 3.47 KB - 259 views |
| [2015-12-06 10:23:08] |
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The Task Manager screenshot showing 3 instances of SierraChartSetup.exe is the installer. It is not Sierra Chart itself. This is highly unusual. When the download of the installer is completed you are prompted to exit from Sierra Chart. When you press Yes, then do you see the installer window appear? We are trying to understand at what point this is failing. In the installer window, there is an option for "Microsoft Redistributable Package". Disable that option. Refer to the attached screenshot of the installer. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2015-12-06 10:23:54
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| SierraChartInstaller.png / V - Attached On 2015-12-06 10:22:35 UTC - Size: 11.9 KB - 268 views |
| [2015-12-06 14:30:51] |
| User989073 - Posts: 3 |
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After restarting the computer I rechecked the task manager and no instances of SC were showing. Then opened SC and downloaded update via the help button, unchecked the "Microsoft Redistributable Package" and completed a successful update. Also checked task manager and only one instance of SC was showing. This is the first time this has been a problem. I'm assuming for future updates to uncheck the Microsoft Redistributable Package? Thanks for you help. |
| [2015-12-06 21:08:23] |
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Yes, always uncheck "Microsoft Redistributable Package". Eventually that will be removed. But it is not so easy for us to remove the dependency on it. However, we are working on that. Also, restarting a computer is a drastic step and that is never needed when installing Sierra Chart and we would only mention that as a last resort. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
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