Why do I experience system errors, hangs, or unhandled exceptions after an upgrade from 3.5.2?
Product
Version
Operating System
Server DocConverter WebGrabber
3.5.2 3.8
Windows NT Windows 2000 Windows 2003
Answer
An unsuccessful upgrade results in services not starting correctly or an incomplete audit of the Support Tools installation. Certain conditions can prevent a clean uninstall of 3.5.2, resulting in the unsuccessful installation of the new version. To remedy the issue and ensure a successful upgrade, the older version may need to be manually uninstalled.
NOTE: Before attempting a manual uninstall, please contact activePDF Technical Support to confirm that the new installation is truly compromised and a manual uninstall of the older product version is required. Submit a request to activePDF Technical Support at http://www.activepdf.com/support/supportprogram/supportservices/
Before manually uninstalling the product, it is recommended that you first perform and uninstall using the Windows Installer:
Open the Start menu and select Control Panel.
Double-click Add/Remove Programs.
Select the appropriate product from the list of programs and click Uninstall.
Once Windows Installer has completed it’s uninstall of the product, you may perform a manual uninstall to ensure all product components are removed. Click the appropriate link below to display instructions on this procedure for your product. After successfully removing all components of the previous version, you may re-install the upgraded version of product.
KB #10516 - Manually Remove activePDF Server, DocConverter, and WebGrabber
KB #10517 - Manually Remove activePDF Server and DocConverter
KB #10518 - Manually Remove activePDF Server and WebGrabber
The information in this article is for the use of activePDF Customers and Evaluation Users Only. No part of this document may be transmitted or reproduced without the express written consent of activePDF.
Server