Equisys technical notes

Technical guidance, explanations and fixes for our products

PRB: Zetafax Client upgrade freezes part way through the upgrade process

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ZTN1930

ID: ZTN1930

This Zetafax technical note applies to:

  • Zetafax 2012 Client upgrades to a later version, on Windows Server 2008 R2 and Windows Server 2012

Symptom

When upgrading the Zetafax Client installed on a Windows Server 2008 R2 or Windows Server 2012 machine, the installer will freeze during the upgrade process.

On opening task manager, there will be an msiexec.exe process using 99% of a CPU core.

Cause

This is due to an issue with the previous version of Zetafax Client installer when it is being initialised for uninstallation. As some upgrade scenarios automatically remove older versions of Zetafax Client, users may face this issue.

Resolution

The Zetafax Client will uninstall if the msiexec.exe process in the task manager is ended. To do this:

  1. Open task manager.
  2. Go to the processes tab.
  3. Select the msiexec.exe process that is taking 99% CPU.
  4. Click end task and click yes on the confirmation dialog.

This will allow the installer to reinitialise successfully, and thus successfully uninstall the Zetafax Client components and continue with the upgrade process.

Status

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

Last updated: 15th March 2013 (NT/MW)

Keywords: Windows 2008 R2 2012 upgrade freezing

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