When upgrading to v2019.2.1 or later, or v2020.1.3 or later of CCH® ProSystem fx® Engagement Administrator or Workpaper Manager Administrator the upgrade suddenly stops and rolls back leaving no previous installation of Administrator Module.

  • Article Type:
  • Problem Resolution
  • Last Modified:
  • 12/16/2020

Symptoms

When upgrading to v2019.2.1 or later, or v2020.1.3 or later of CCH® ProSystem fx® Engagement Administrator or Workpaper Manager Administrator the upgrade suddenly stops and rolls back leaving no previous installation of Administrator Module.

Environment

  • CCH ProSystem fx Engagement
  • CCH ProSystem fx Workpaper Manager
    • NOTE: All 2019 versions 2019.2.1 or later attempt to delete and/or replace the CD image folder upon install/repair/modify install of the Admin module and CD Image.
    • NOTE: All 2020 versions 2020.1.3 or later attempt to delete and/or replace the CD image folder upon install/repair/modify install of the Admin module and CD Image.

 

Cause

The update will first remove the previous installed version of Engagement or Workpaper Manager, and then it begins to clean out all files from the Engagement CD image folder or Workpaper Manager CD image folder during the upgrade to replace them with the latest content.  However, if the upgrade installer is running from inside the existing Engagement CD image folder, or the Workpaper Manager CD image folder the program will detect that it is currently in use by another process and will fail the install causing the program to roll back and not restore the previous version.

Resolution

Note:  If installing Engagement Administrator 2019.2.1 or later, or 2020.1.3 or later on Microsoft® Windows® Server 2012 or Microsoft® Windows® Server 2012R2 or older, please be advise these operating systems are no longer supported.  In order to receive full support please consider migrating Engagement Administrator or Workpaper Manager Administrator to a new Microsoft® Windows® 2016 or Microsoft® Windows® 2019.  Otherwise, reinstall the previous version that was running on the current server.

If running Microsoft® Windows® 2016 or Microsoft® Windows® 2019 please proceed below:.
  1. Move the 2019.2.1 or later download or the 2020.1.3 download to a different folder directory on the root of the drive.
    • Example: If the "cch_prosystem_fx_engagement_2019.2.1_dvd" folder or the "cch_prosystem_fx_engagement_2020.1.3_dvd" folder was extracted to x:\Pfx Engagement\Admin\Engagement CD Image\ (where x is the drive where Engagement or Workpaper Manager was installed.) Create a folder on the root of the drive (such as x:\EngInstall) and move the install image into that folder. 
  2. Re-run the install from the new location, and if prompted to select what modules to install: 
    • Make sure to click Browse to point the installation to the original drive and folder directory where Engagement Administrator or Workpaper Manager Administrator was originally installed.  Otherwise, the installer will default to C:\Pfx Engagement\
    • Click to add the feature Administrator to add this feature to be installed.
      • Note: Workpaper Manager is the default module selected to install on a new install.  If this wasn't originally installed on this machine you will need to uncheck to not install this module.  
    • For Terminal Server Environments, please select to install and include Terminal Server Database.
 
  • If the issue continues rename the Engagement CD Image folder or Workpaper Manager CD image folder and rerun the install:
  1. Open File Explorer.
  2. Browse to x:\Pfx engagement\Admin\
  3. Right-click on the Engagement CD Image or Workpaper Manager CD Image and select Rename
  4. Change the name of the folder to Old or to a different name.
  5. Re-attempt the installation again and if prompted make sure to point the installation to the where Engagement Administrator or Workpaper Manager Administrator was originally installed.
    • Make sure to click Browse to point the installation to the original drive and folder directory where Engagement Administrator or Workpaper Manager Administrator was originally installed.  Otherwise, the installer will default to C:\Pfx Engagement\
    • Click to add the feature Administrator to add this feature to be installed.
      • Note: Workpaper Manager is the default module selected to install on a new install.  If this wasn't originally installed on this machine you will need to uncheck to not install this module.  
    • For Terminal Server Environments, please select to install and include Terminal Server Database.

Additional Information

The Engagement Administrator update or Workpaper Manager Administrator update may also roll back due to an unsupported version of Microsoft® Office being presently installed. 
  • Examples:  Microsoft® Office 2007 / Microsoft® Office 2010 / Microsoft® Office Desktop Apps.
If these are present then the programs will need to be uninstalled or removed.  Once completed rerun the Setup.exe installer again to reinstall Engagement Administrator or Workpaper Manager Administrator
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