Hello OL,

I have just recently installed v7.1.1.5104 on a customer's new server and setup the Product Update Manager with the customer's proxy server, but I only get a white screen, except for when I click on the "About" or "Configuration" buttons, which shows their menus properly. When I click the "OK" button, a gray box quickly appears/disappears, then the menu changes to white and then entire app goes to the background, if any other apps are open and maximized at the moment, though this only happens on the 1st instance of clicking the "OK" button on the initial instance of opening the app. The Update Manager is v1.1.1.5104.

The server is Windows Server 2003 SE SP2.

Please advise of anything I can do to get around this. This seems to be similar to the issue in the past with the update manager for v6.

Ken,

This is a bit odd. Is there anything special about the environment? Like, is it a virtual server, or is it running under Terminal Server?

Are you logged in with a user with full admin rights?

Do you remember what caused the issue under v6?

Regards,
Rapha

Hi Raphael,

Thanks for your response. This is a standard server. I was connected to the server with UltraVNC, which is like be connected directly onto the server with a monitor and keyboard, so I didn't have to stand at the rack. The username is a domain admin with full rights.

The past issue that I was referring to under v6 had a fix listed on your Knowledge Base, which I had used in the past when running v6 on their other server.

I'm scheduled to go back to the customer location next week and it may be fixed. They were having some issues with the static IP Address reservation not being set properly on their DNS & DHCP server. I didn't retry connect with the Update Manager after things were fixed, but I'll send you an update next week once I know more. The issue may have been due to network connectivity. They also use a Proxy Server, though I entered the IP info into the "Configuration" menu.

How does the Update Manager react if it cannot connect to your servers? Does it continue to try to connect, which is why the background of the menu stayed white?

This morning, I ran the Update Manager on my laptop to upgrade to 7.1.1 and I noticed that the menu had a white background for about 10 seconds until it connected to your server and then refreshed with the download information.

Thanks again for your help.

Hello Ken,
This can happen depending on the load of servers and the Internet latency.

We are always looking into ways to improve the update manager so with each update of software you should see improvement.

Best regards,

I'm at the customer's location now, and I guess the problem that we were having had to do with network issues. The Update Manager seems to be working fine after we had fixed the issue on the customer's DHCP server.

Thanks again.