Equisys technical notes

Technical guidance, explanations and fixes for our products

PRB: Unable to check for updates in the Zetafax remote monitor.

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ZTN1482

ID: ZTN1482

This Zetafax technical note applies to:

  • Zetafax 9.1

Symptom

When using the Zetafax Remote monitor, with Automatic Update Checking enabled, or when manually attempting to Check for Updates from the remote monitor, an InstallShield Wizard dialog is opened with a message that reads;

The Update Service does not recognize this product. Please contact your software vendor for updates to this product. Error 13000: Product Not Registered with the Agent.

Cause

While the Zetafax Remote monitor has the option to check for updates under the Help menu, it does not install the components needed to run the update check.

Resolution

All automatic updates need to be run on the Zetafax server, and not the Zetafax remote monitor.

If this message appears automatically when opening the remote monitor, the Automatic Update Checking option, under the Help menu, needs to be un-ticked.

Status

This has been identified by Equisys as a problem with the software versions given above.

Last updated: 20 July 05 (MS/EB/SV/DH)

Keywords: update service, updates fail, remote administration

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