Major issue after upgrading to SmarterTrack 10.3.5410

Problem reported by Cody Smith - 10/29/2014 at 8:25 AM

Submitted

After we upgraded to 10.3.5410

All tabs in tickets were non-responsive

After opening a ticket the only content was the users information - the subject content box was not showing / disappeared

I tried uninstalling and reinstalling the update but that didnt fix it. I had to revert to a previous version to get it to work again.

Just fyi

2 Replies

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Employee Replied

10/29/2014 at 2:30 PM

Employee Post

Hello Cody,

I've seen this happen when a SmarterTrack upgrade is installed on top of an existing previous version.

I think a reinstallation will resolve this. Can you please re-install SmarterTrack using the following steps:

Stop the SmarterTrack application pool in IIS.
Uninstall SmarterTrack from the Control Panel
Rename C:\Program Files (x86)\SmarterTools\SmarterTrack to SmarterTrack_OLD
Download and install SmarterTrack from here.
Copy the file 'SystemSettings.xml' from C:\Program Files (x86)\SmarterTools\SmarterTrack_OLD\MRS\App_Data\Config to C:\Program Files (x86)\SmarterTools\SmarterTrack\MRS\App_Data\Config
Start the SmarterTrack application pool in IIS.

Regards!

Cody Smith Replied

11/10/2014 at 2:04 PM

Just fyi. We did all of that but reinstalled a previous version and everything started working again. I waited a few weeks until this newer update and then followed the correct procedure to upgrade and encountered the same issues again. I had to revert yet again to a previous version.

Thanks
Cody

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