Download Incomplete

[MCressy]

After trying to automatically update to 11.0.18, I get the Download Incomplete error. I was able to successfully update Manually.

The auto update check is still giving me the Download Incomplete error. How do I clear this so that the program will check for updates automatically.....just like before?

[Paul Mayer]

If it was working all along without problems, it's likely that you have some over aggressive Internet security software that has blocked PayWindow from checking our website for updates. You would need to get it unblocked from what ever it is that is blocking the access.

An alternate method of checking for updates is shown on this page of the help file:

http://zpay.com/pw-online-help/AlternateUpdateDownload.htm

[MCressy]

Something seems to be corrupted.....perhaps somewhere in the registry. If I go to C\ProgramFiles(x86)\PayWinDownloader.....and manually click the .exe file, the program updates correctly from there. I don't think that it's a Firewall issue.

Do you know of a way that I can clear the "hook" that causes the online update checker to say "download incomplete"?

[Paul Mayer]

Something seems to be corrupted.....perhaps somewhere in the registry. If I go to C\ProgramFiles(x86)\PayWinDownloader.....and manually click the .exe file, the program updates correctly from there. I don't think that it's a Firewall issue.

Do you know of a way that I can clear the "hook" that causes the online update checker to say "download incomplete"?

Somehow I missed this reply of yours. The "Download Incomplete" message is not from the "Download Assistant", it is a message from PayWindow when it cannot download the text file to compare the version number between what we have on the website and what is on your computer. As I said in my previous message, a security program can be blocking Internet Access from the PayWindow executable itself causing that to happen. If you are under Windows Vista or newer, right click the PayWindow Icon and run PayWindow as an Administrator and see if it is still blocked. That may force the issue.

[MCressy]

I ran it as an administrator....no change. I turned off my firewall....and no change. If I save the data file, and then uninstall, then reinstall the program.....would that fix my issue? I was trying to avoid this since I'd have to reinitialize all of my company info....SUTA/SDI, local taxes etc.

[Paul Mayer]

As long as you've set up your SUTA and SDI as described in this page of the help file, it will always be there in your company database as we never touch that:

http://zpay.com/pw-online-help/SUTARateSDIOverrideTab.htm

Since the suggestions did not help, you should simply use the instructions found on this page in the help file to keep PayWindow up to date:

http://zpay.com/pw-online-help/AlternateUpdateDownload.htm

On the Local taxes, never change the option on where to install the tax tables as the setup uses the last location but if you change the option, PayWindow would not be able to find it and would use the new local tax record which only has the New York City example.

[MCressy]

What are the odds that uninstalling PayWindow, and then reinstalling it will resolve my issue?

[Paul Mayer]

I doubt it, most likely some Antivirus or Malware software you are using is blocking PayWindow from using the web to test for updates. You can try but am almost positive it would not help that problem.

[Paul Mayer]

I have the same configuration on two of our test computer as you except for one difference:

Antivirus software: McAfee
Windows Version: Windows 8 Professional
PayWindow Version after manual update: 11.0.21.

We use the Microsoft Security Essentials. A drastic test would be to uninstall McAfee and install Microsoft Security Essentials which is free and see if it works. If it does, we know that McAfee is the culprit as over the years we've had problems with them blocking our software products in the past. If you try that let me know the results.

[Paul Mayer]

I'm sorry, sleeping on the job here. :-)

Yes that is correct, Windows Defender is the Windows 8 version of Security Essentials. So try the uninstall of McAfee and then see if the update checker can get through.

[Paul Mayer]

It also works fine on a 32 bit Windows test machine as well here. But even more important, on over 9,000 computers of our customers too. There have been reports of this problem from about a dozen over the last few years.

The site is on a Microsoft IIS Name-based Virtual Hosting server that allows multiple domains(websites) to run on the same web server. So I don't know if pinging the IP address would tell us anything. But it may if you try.

Something I've never asked anyone that had the problem is to click the "View Updates" button in the Update Checker Window. Does that open the web page which lists the updates? If so that gives me an idea for a solution for those blocked by the program testing.

[Paul Mayer]

No the problem is always the actual computer the software is installed on as I said earlier, others have had this problem. Some solved it by moving PayWindow to another computer which tells us it was not their router or Internet problem. Unfortunately none ever reported back how they solved it if it was a Malware or Antivirus product setting they found. Our software is written in Delphi.

You never did tell me what happens if you click that "View Updates" button in the update checker. As if that does get through, I have an idea on an option we can add for those with this problem to be able to simply click to update.

[Paul Mayer]

Something just dawned on me, one more thing to test, look in the tax tables folder after trying the Update Checker and see if there is a fresh dated and time stamped file named taxes2b.inf as that is the text file that is downloaded to test the version numbers.

[Paul Mayer]

I wanted the time date stamp of the file as I believe that is the file that is getting the incomplete download message. It may be locked so it cannot be overwritten if it is an older date.

[Paul Mayer]

Darn, I thought I had it figured out, that's not the problem then as that is a current download from today. Here I thought I may have figured it out.

[Paul Mayer]

The developers are creating a test program for me to have you test with to see where the breakdown is. I need you to email me at support@zpay.com to get your email address.

[MCressy]

FWIW, I am running Window 7 64 bit with Avast AntiVirus. I turned the AV OFF, and nothing changed. I turned the Windows Firewall OFF, and still got the download incomplete message. I can indeed get to the "View Program Updates", which opens a browser window and displays the current version. I just did that, and the time stamp of the taxes2b.inf files says 6/18/13 at 3:51 pm. The contents of the file say :
exe=11.0.21
date=05/17/2013
program=nnn
tax=nnn

I hope this helps.

Mark

[Paul Mayer]

Send me an email Mark so I have your email address to send you a link to a test program when I get it from the developers that will tells us hopefully what is happening on your computer with the update checker. This is what I just told Ron the other day:

The developers are creating a test program for me to have you test with to see where the breakdown is. I need you to email me at support@zpay.com (support@zpay.com) to get your email address.