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  • Unhelpful message when trying to install or check for updates

    I get the message below when I try to install or check for updates. What tips??
    Regardless of what settings I have, I should be able to install or check for updates on demand. If there are no updates available, then clearly tell me there are no updates available instead of mentioning some tips that I have no control in making them show up. This is bad UX. You mean the toaster notifications? What if I missed the last one? Why don't you show the toaster notification when I select install or check for updates?

    So now I don't know how to proceed. Should I wait and let the auto update do its thing whenever that will be?

    "Foxit Reader has already been in auto update mode with the option "Automatically download updates, but let me choose when to install them (recommended)" checked. Please install updates according to the tips."

  • #2
    Sorry for the inconvenience. Our latest version is 9.4.1 now, could you please run Foxit Reader and go to Help->Check for updates to install the update to see if it helps?
    If still no luck, would you mind making a screenshot of the message indicated and let us know the detailed version number of Foxit Reader you are using before updating. Thank you.

    Comment


    • #3
      Click image for larger version

Name:	Foxit Error.jpg
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ID:	170930 I'm having the same issue. I am using version 9.3.0.10826, set to check for updates and install after asking permission. Today I got a message that there was an update to install, but it went away. I went to the Help tab, and tried "check for updates" and "install update," but got this error message in both cases. I ended up here when I searched "Foxit update tips."
      Last edited by PatPow; 03-26-2019, 08:49 PM. Reason: adding screenshot

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      • #4
        Originally posted by PatPow View Post
        Click image for larger version

Name:	Foxit Error.jpg
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ID:	170930 I'm having the same issue. I am using version 9.3.0.10826, set to check for updates and install after asking permission. Today I got a message that there was an update to install, but it went away. I went to the Help tab, and tried "check for updates" and "install update," but got this error message in both cases. I ended up here when I searched "Foxit update tips."
        Please open Task Manager->Processes->look for 'Foxit Reader updater' and end it, then open Foxit Reader and go to Help->check for updates to install it again.

        Comment


        • #5
          Originally posted by richell_huang View Post

          Please open Task Manager->Processes->look for 'Foxit Reader updater' and end it, then open Foxit Reader and go to Help->check for updates to install it again.
          To add to what richell_huang posted, when Foxit asks you where the update file is, you should be able to find the file here: C:\Users\Admin\AppData\Roaming\Foxit Software\Addon\Foxit Reader\Install

          Honestly, this update process is a huge fail for Foxit. I had to go through the same process as abdu and PatPow, as I'm sure many other users did. It's hard to believe that a company as big as (what I thought) Foxit is would have such a manually intensive, broken update process.

          Personally, I like Foxit and I really want to make it my default PDF reader, but it just isn't there yet. I have to say that when Adobe Reader has trouble opening a PDF, I turn to Foxit and it always opens up properly and prints like it should. But the rest of the program just doesn't have what it takes to be my default reader.

          Comment


          • #6
            Sorry for the inconvenience. The update process is not perfect enough and we have reported it to our PM team, hope it will be improved in future release.

            Comment


            • #7
              A total exercise in frustration. And BTW the online help contains nothing about installing updates.

              Comment


              • #8
                Originally posted by FredBOS View Post
                A total exercise in frustration. And BTW the online help contains nothing about installing updates.
                Sorry for the bad experience, have you updated it successfully now? I have forwarded your comment to corresponding team for references, update module should be added soon.

                Comment


                • #9
                  I just went through all of the above. On the first attempt to download, the file name was blank. I tried another approach and found that it had the same file number as the one currently installed. After all of this time spent trying to remember the convoluted process for installing updates and then having to make multiple attempts to complete the process, I'm still not sure that I accomplished anything. After I completed the process, I decided to open Reader and see which version was installed because the update I did just a few week ago was labeled 9.5 in C:\Users\Admin\AppData\Roaming\Foxit Software\Addon\Foxit Reader\Install
                  but when I looked at Reader today, it said it was version 9.4. Just for fun, I clicked on Check for Updates and there were 2 more. This less than 2 minutes after I had installed the last update.
                  Last edited by jawjahgal; 06-12-2019, 02:41 PM.

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                  • #10
                    Originally posted by jawjahgal View Post
                    I just went through all of the above. On the first attempt to download, the file name was blank. I tried another approach and found that it had the same file number as the one currently installed. After all of this time spent trying to remember the convoluted process for installing updates and then having to make multiple attempts to complete the process, I'm still not sure that I accomplished anything. After I completed the process, I decided to open Reader and see which version was installed because the update I did just a few week ago was labeled 9.5 in C:\Users\Admin\AppData\Roaming\Foxit Software\Addon\Foxit Reader\Install
                    but when I looked at Reader today, it said it was version 9.4. Just for fun, I clicked on Check for Updates and there were 2 more. This less than 2 minutes after I had installed the last update.
                    It seems it is not updated successfully. Would you mind having a remote session with me so can access to your computer and see what happens? We can try team viewer, please share the ID and Password of team viewer to [email protected] when you are online so we can connect to your computer, thank you.

                    Comment


                    • #11
                      I just had to go through this cumbersome, convoluted process with the unhelpful error message to update version 9.7. It seems nothing has been changed. Thanks to Imchatton for his/her helpful info.

                      Comment


                      • #12
                        Originally posted by luridone View Post
                        I just had to go through this cumbersome, convoluted process with the unhelpful error message to update version 9.7. It seems nothing has been changed. Thanks to Imchatton for his/her helpful info.
                        Sorry for the inconvenience. So did you update successfully now?

                        Comment


                        • #13
                          i have this error although i added Foxit updater in Allow rule to the windows firewall advanced setting and still not able to check for the update and still have this message popped up
                          any ideas about how to solve this issue

                          Click image for larger version  Name:	Capture.PNG Views:	0 Size:	12.1 KB ID:	176461

                          Click image for larger version

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                          Attached Files
                          Last edited by DDE_Server; 02-15-2020, 01:15 PM.

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                          • #14
                            DDE_Server ,We apologize for the trouble.As to this situation you encounter,firstly please help to add our server addresses below to the white list in your firewall, restart your computer, and then try to check for updater within Foxit Reader again:
                            cn-request.foxitservice.com
                            us-request.foxitservice.com
                            If the message still apppears,please try to close your firewall and anti-virus temporarily to see if it helps?
                            If all are to no avail,please help to provide us with the following information for further investigation:
                            1:Your location and your OS information(e.g.windows10x64bit)
                            2:Your network provider and IP address.
                            3:Are you able to check for updater successfully within other application?
                            4:Please click on "Help"tab in Foxit Reader,click on "About Foxit Reader" to check your existing Foxit Reader version number for us.
                            5:Please go start menu to open the command run line, where input "regedit",press Enter to open the Registry Editor. For 32-bit OS,please navigate to "HKEY_LOCAL_MACHINE\SOFTWARE\Foxit Software\Foxit Reader\Foxit Information" in the opened registry editor. For 64-bit OS ,please navigate to "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Foxit Software\Foxit Reader\Foxit Information" in the opened registry editor. Then please take a screenshot in the registry editor to show us the "AgentID" and "AgentName' values on the right pane.
                            7: Please help to download Fiddler.exe tool to gather log information for us.
                            1): Download Fiddler.exe tool from the this page: https://www.telerik.com/fiddler
                            and install it.
                            2): Please open Fiddler and click on "Tools"menu>"Telerik Fidller options">click on "HTTPS"tab in the opened"Telerik Fiddler Options"dialog box>check option"Capture HTTPS CONNECTS" and "Descrpt HTPPS traffic">clicK"OK".
                            3): Please keep the Fiddler opened and open your Foxit Reader to check for update again as usual to replicate the same issue agin.
                            4): Please switch to Fiddler application again and click on "File"menu there>"Save">"All sessions"to save a .saz file there and then send the .saz file to us.
                            If the above information is not confidential to send on our forum,please help to send them to [email protected] (Attn.Lisa) and indicated this thread link when you email to us.

                            Before we sort out the issue,you may choose to uninstall your existing version of Foxit Reader and then download the newest installer of Foxit Reader 9.7.1 to install it manaully. Following is link for downloading Foxit Reader 9.7.1:
                            http://cdn01.foxitsoftware.com/produ...etup_Clean.exe

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                            • #15
                              Thanks Lisa_lee i managed to solve the problem by tracing updating process using Process Explorer and add rule for it in the outbound connections.
                              thanks for your reply

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