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June 18th, 2019 06:00

Upgrade Support Assist 2.0.10.13 > 2.0.21

When you upgrade the Support Assist Enterprise from 2.0.10.13 > 2.0.21 , the Assist is not updated, but new installed. All Settings and configuration are lost. I try it 2 times with the same resolut. How can I update without losing all my Settings? Regards Peter

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790 Posts

June 19th, 2019 02:00

Hi Peter,

I created a request with our development team to get this checked.

One thing I recommend, install SupportAssist on a virtual machine and back up this VM.
This is actually the only way to backup SupportAssist Enterprise.

I'll let you know as soon as I got a reply.

Regards,
Stefan

June 19th, 2019 04:00

This happened me also.....all settings and configurations were gone.
When I tried to create a new OME Adapter to recreate everything....it wouldn't let me, saying one already was installed. Which makes me think all settings were still in a database somewhere, just corrupted/hidden from me.
I ended up uninstalling and reinstalling the entire system and setting everything up again.
I used the same installer that I was using to initially upgrade to a new version (2.0.21)….but it actually installed a way older version than I was even originally on (original: 2.0.10, newly installed: 2.0.0).
So I've somehow gone backwards...!!!!!
I don't want to try another upgrade and go through this process....again! How can I fix this??

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790 Posts

June 20th, 2019 01:00

Hi colmobrien84,

it may happen from time to time when the update is done. Engineering is aware of this (I created a ticket with them). Until further notice, I recommend to not update the SupportAssist application.

What I recommend too, install the application on a virtual machine and back up this one in case of error. Actually, there is no other option to back up the settings/devices/etc.

Regards
Stefan

Moderator

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790 Posts

June 24th, 2019 02:00

Hi,

@lachnpte I sent you a private message last week, could you please have a look. I got in contact with the development team and they asked for a date to check this issue together with you. 
Please let me know as soon as possible when it suits you best.

Cheers
Stefan

Moderator

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790 Posts

June 27th, 2019 00:00

Hi colmobrien84,

as there was no reply from lachnpte I ask you if you are able to do a WebEx with our engineering team - they would like to check this together with you. 
Let me know if you are able to do this WebEx at 11:30 AM (CEST) today or tomorrow.

Regards,
Stefan

Moderator

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790 Posts

June 28th, 2019 03:00

Hi, as it looks like there is no interest in solving this issue, or maybe it is already solved by yourself, I'm going to close this one now. Regards, Stefan
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