Troubleshooting Installation Issues
During component download, activity might appear at times to stop completely. The cause might be that your virus scanner is scanning the components. Add the Update Manager installation directory to the virus scanner's exclusion list. If you do not have such a list, disable your anti-virus software while using Update Manager.
If the bootstrap installer will not start, it was corrupted during download. Go to the Empower Product Support website and download the SHA256 file for the bootstrapper you tried to run. Calculate the SHA256 checksum for the bootstrapper and compare it to the checksum value in the downloaded SHA256 file, for example, run sha256sum bootstrapper_file. If the values do not match, delete the corrupted bootstrapper, download it again, and re-transfer it using binary mode.
If you see error messages about problems connecting to Empower or corrupted Zip files, the cause might be that your network interferes with the Update Manager download.
Most download issues are caused by interference from the network security, such as a virus scanner or a firewall. Ask the network administrator to check the security settings for your proxy or firewall, because they might be incompatible with
Update Manager. One solution could be temporary access to a port outside the firewall to download the components. Also check if you have specified the correct proxy server settings.
Run
Update Manager again, but this time when specifying the proxy server settings, select to use SSL. With SSL the streams will be encrypted, which should not trigger anti-virus, antimalware, or other scanners. Also, test whether your network is handling SSL traffic properly. The verbose log will give you a great deal of troubleshooting information. Even if you cannot spot the problem, make sure to provide the verbose log to
Software AG Global Support.
If you have access to another network, try running the same installation on the other network. If the installation succeeds, create an installation image to use on machines in the network that is experiencing problems.
You can verify if an installation is successful in the launcher.log in <SAGUpdateManager_directory>\logs. If the installation is successful, the exit code is 0. If errors occur during the installation, the exit code is 1.
An issue occurs with the installation of Update Manager on macOS when the target folder of the installation is ../Users/<usr_name>/Documents. To avoid this install Update Manager in a different directory.
If the issue cannot be resolved after exploring all possibilities, or if you need an installation image urgently, Software AG Global Support can contact Software AG Logistics to provide Update Manager on a DVD or through a private FTP site.