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#1 2020-08-27 15:11:14

cuc1598558445

Unable to Update Application

I updated the Windows Desktop application 3 weeks ago using the version 11 Windows Desktop app package installer.  A few days ago, the recent rooms screen which displays at startup began prompting me to update the application, which I have done.  Numerous times.

I tried using the update package.  Then I tried using the standalone update .exe file.  I've tried completely uninstalling the application and reinstalling the application.  I've tried clicking the popup box to update.  Although the status bar shows the update installation 100% complete, it continues to prompt me to update.

Once the application is open, the About link displays version 10.6.2.  However, in the Windows apps settings, it shows version 11.

How can I install the latest version and stop that infernal update prompt?

Thank you for any help!

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#2 2020-08-27 15:45:58

Jorma_at_CoSo

Re: Unable to Update Application

The Connect 11 App (as of right now 8/27/2020) contains both the Connect 11 and Connect 10 App. The version of Connect running in Adobe Hosted is 10.6.2, as you noted. Connect 11 will be rolled out over the coming weeks, and the app will automatically switch over to the new App. This is to allow for backward compatibility as customers move over from 10.6.2 to 11. Eventually, I suspect the Connect 10 app will be dropped from that installer, but it will likely be in 2021.

I believe the update notification you are referring to is the one in the top right of the room notifying you of the upcoming upgrade to Connect 11. The link to the new app is there for informational purposes and not as a mandate that you must upgrade your app at this time. When the account is upgraded to Connect 11, it will force the new app to be installed if you haven't already done the update. Since you did the update, it will just work from day one.

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#3 2020-09-01 07:56:01

cuc1598558445

Re: Unable to Update Application

No, I set the app to not show the notification which appears in the room.  The notification I'm referring to appears as soon as I open the program.  The list of my recent and pinned rooms appears, along with a popup window that says, "Update Application.  For better experience, please update your Adobe Connect application.  We have improved the performance and added new features.  Would you like to update your application?"

Expanding the version box shows:
Version = 2020.8.37
Release Date 2020:08:26
There is a new version of Adobe Connect application...

At the bottom are two buttons:  Update and Not Now.

Since I've performed the update (many, many, many times!) is there a way to suppress the popup from appearing every time I open the program?

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#4 2020-09-01 10:55:17

Hannah NC

Re: Unable to Update Application

We are seeing the same - I HAVE the updated client, but i still get the pop up every time I go in.

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#5 2020-09-01 12:48:12

jdrane

Re: Unable to Update Application

We are experiencing this too, stuck in a loop trying to install the adobe connect application. The connect shell setup keeps popping up no matter how many time its installed. there seems to be an incompatibility with the old version of adobe connect and the new application. This roll out is less then desirable.

Last edited by jdrane (2020-09-01 12:51:12)

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#6 2020-09-01 12:54:25

jdrane

Re: Unable to Update Application

The application is installed, but each time we try to enter a meeting, we are prompted to install the application again and again, and again and never can get into the meetings.

Please tell us what is going on and the workaround.

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#7 2020-09-01 12:59:36

alistairlee

Re: Unable to Update Application

I'm in contact with the Support team about this issue and will respond with a workaround as soon as I can.

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#8 2020-09-01 13:19:34

jdrane

Re: Unable to Update Application

why does the adobe site keep trying to install 2020.1.5.32 instead of 11. what app should we use with ac version 10.6.2?

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#9 2020-09-01 13:22:36

jdrane

Re: Unable to Update Application

This was working in our domain before the roll out on Sunday and our site hasn't been updated to 11 yet.

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#10 2020-09-01 14:09:49

jdrane

Re: Unable to Update Application

this version will give you 11 and not 2020.1.5.32:
Standalone installer for Windows: http://www.adobe.com/go/Connect11AppStandalone (version 2020.8.37.exe format, posted on 28 August 2020, RN) Note: The filename when downloaded reflects version 2020_8_26, but the installed version is 2020.8.37.


This is working in our domain.

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#11 2020-09-03 05:22:20

Bora Unal

Re: Unable to Update Application

We are stuck in the update loop also. But when I start the updated Connect App, I get an error saying that "This application is not compatible with your version of Windows".

After debugging it looks like new Adobe Connect app is not compatible with 32bit Windows operating systems unfortunately.

I contacted support but no answer yet. Any workaround?

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#12 2020-09-30 10:05:58

Jorma_at_CoSo

Re: Unable to Update Application

You may need to uninstall the app from your computer before installing the newer version. There is an issue with the upgrade path with one of the older versions of the App.

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