Upgrading From Older Versions of CIM Channels to a 9.X Version Does Not Offer an Upgrade Option

almost 12 years ago | Article no. 3581

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THIS ARTICLE APPLIES TO:

All versions of Moxie Channels

ISSUE DESCRIPTION:

When upgrading from version X to 9.X you are prompted to install a new version. The option to upgrade a previously installed version is not available.

ROOT CAUSE:

For some systems, the installer is failing to detect the previous installation of Moxie Channels due to the existence of two Moxie Channels registry hives.

HKEY_LOCAL_MACHINE\Software\Talisma
HKEY_LOCAL_MACHINE\Software\nGenera

The hive causing the issue is the legacy Talisma hive from previous installations of Moxie Channels versions prior to 8.32. The installer fails to move on when finding this hive empty and therefore is failing to identify the existence of a previous installation.

SOLUTION OR WORK AROUND:

In order for the installer to correctly identify the presence of the existing installation, it is necessary to rename the older HKEY_LOCAL_MACHINE\software\talisma key. Renaming this key allows the installer to ignore it and focus on the current installation found in HKEY_LOCAL_MACHINE\software\nGenera.

AFFECTED SYSTEMS & USERS:

All Administrators performing an upgrade to Moxie Channels 9.X where versions prior to 8.32 have previously been installed.

ADDITIONAL INFORMATION:

ESCALATION PROCEDURE:

If you have additional questions, please contact our Support team at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.