Web Update unable detect new version

[danieltan]

Hi,

I have some problem regarding web update Installaware.
We develop an web update installer for 30 customer.
The finding tell that web update only worked for 6 customer while other 24 customer are failed.

While the 24 customer explain that to make it work web update worked, they go to Control Panel -> Add/Programs Features -> Click Installer -> select repair.
After that, they successfully prompt the update.

Any reason it will block web update?
Does require to add exception on windows firewall or other product firewall. e.g. Symantec product

[FrancescoT]

Dear Danieltan,

what you are reporting could be caused by an active security policy or by the active Anti Virus application.

Regards

[danieltan]

Dear FrancescoT,

Thank for your prompt reply.
There are some doubt regarding policy issue, refer as below:

1. What if cause by security policy. can suggest what require to do next?

2. Does we require to add program exception for antivirus or firewall based on this path "C:\ProgramData\{2C97E377-1F18-4045-8356-9307C1C836F6}\Installer.exe" ?

3. Does window firewall require to add exception too?

[FrancescoT]

Dear Danieltan,

1. Generally organizations use security policies to ensure that regulations and precautions are followed, and the risk of potential threats are minimized and avoided at all cost. Security policies cover a broad spectrum of restrictions.
So if this is the case, you can only inform the system admin about your problem.

2. Of course, You may try to add an AV exception

3. Unless your package doesn't require the availability of a particular port, generally it's not necessary any action on the firewall exceptions.

In addition it might be the case to digitally sign your package along with all the installed application files, in case you didn't already.

Regards

[danieltan]

Thank for your reply again.

I still left two problem, which not yet clarify from your side.

1. What reason once their using repair features in the installer can enable work web update?

2. Does this path is correct in order add exception for antivirus exception "C:\ProgramData\{2C97E377-1F18-4045-8356-9307C1C836F6}\Installer.exe" ?

3. Does we require always add exception on each installer when there is an upgrade?
e.g. version 1.0 update icon path is located at "C:\ProgramData\{2C97E377-1F18-4045-8356-9307C1C836F6}\v1.0.0.0.exe"
version 1.0.1 update icon path is located at "C:\ProgramData\{FD9E5A33-C364-4324-B2AA-79FF7AE1357E}\v1.0.0.1.exe"
So we require to keep adding exception on each installer to call web update?

[FrancescoT]

Dear Danieltan,

1. probably because in repair mode the whole installation gets repeated (using the last parameters) and any installed files get replaced with their original version. Often AV applications alter binaries files.

2. if the problem is with such file, yes you may add such path to the AV exceptions.

3. if this you case, yes it may be necessary.

Anyway, it's not clear to me if your package and its files are digitally signed. If true, it's infrequent the needs to add AV exceptions.

Regards