How do I resolve an issue in which updating the app continues to fail?

I tried updating the app but it keeps failing. What should I do?

  • This issue occurs when users attempt to update the app when their network connection is unstable, thus leading to a failed attempt to parse the package. 
  • First, check your Internet connection to make sure it is stable; you may even consult your ISP to confirm if there is an issue.
  • Once you are sure you have a stable connection, re-download the installer file and proceed to re-install the file by following steps:
  1. Delete the client from Program Manager.
  2. Delete the YOUR_BRAND folder ( C:\Users\{YourWindowsLogin}\AppData\Local\{YourBrand} )
  3. Reboot your computer.
  4. Install the client
  • If the issue persists, please contact your Brand's Support team for assistance. It would be helpful if you provide them with a Network Status Test result, screenshot of the entire software client, error message, and time of issue occurrence. 
  • For the Network Status Test, please refer to the here.

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