V5.3.7.13 Needs Manual Installation

[userdd6767]

Came here to troubleshoot my clips not showing and found this. Yes, I was on Auto Update - BUT - I was on 5.3.7.12 when I noticed the clip issue, which I now know means I was staying there. When I checked for updates manually and saw the "13 issue" and manually updated it hoping to fix it, nothing.

Now I've found this thread, turned OFF the auto updates, and backed down to 5.3.7.11 x64 (don't see an easy option for *.10). But I still get "Failed to Load" in UI3 and can't see the clips. In the Android app, I can only see SOME of the cameras' clips when I try to manually trigger them, but not others.

[TimG]

Yes, it's an odd one this. I usually get a very quick response from support, but now we have had v5.3.7.13 for a few days, and no v5.3.7.14 has arrived. I think this one has got them thinking

I must assume that those with auto update ON haven't been updated to v13 due to the block between v12 and v13. If you manually force installation of v13 you may end up in the same situation as me.

The present "easy option" for regressing a version or ten, is to allow BI5 to keep the files by ticking "Retain a copy of the update package" and "keep a copy of the current executable" in the updater. This leaves them in your main program folder, but you do have to go in there occasionally to delete the oldest versions.

As for Alert clips, I now have them from Sunday, but I don't have any from before that - and I have 3 months video in "Storage".

OK, sending another support email...

[Matts1984]

While I'd like resolution sooner, if they do another Webinar this Friday I'll be sure to hammer it. Sitting here on .12 (and hoping issue is with going to .13 and not an issue of going FROM .12)

[TimG]

Since during my testing on Sunday I went from .10 to .13 and had the same crashing issue, I think I'm fairly safe in saying the issue is with .13 not .12. The only difference from my original .12 to .13 was that I could auto-update from .10 to .13, but couldn't from .12 to .13.

I have informed support that those using auto update are stuck on .12 unless they check, and those reading this thread are waiting for an answer. If we don't have any feedback by Friday, then please do ask in the Webinar.

I am running .10 here, and all is well

[Matts1984]

Well now 5.3.8.x is out... though it still calls for the same manual installation from 5.3.7.12.

Not sure I'm ready to make the jump yet.

[TimG]

***Good News***

Ken has been in touch. He asked if I had any cameras with AAC audio sampling set greater than 48,000. I had my Dahua set to 64,000.

So:

1. Set it to 48,000.
2. Updated from v5.3.7.10 to v5.3.7.13 and no problems (So it was the audio bug issue).
3. Updated from v5.3.7.13 to v5.3.8.1 and all is well.

The only issue I had was that the Alerts list was upside down (Newest at the bottom) in the v5.3.8.1 BI5 gui (But OK in UI3). There is an arrow at the top to put it back to newest at the top. All has been stable for over three hours now.

So, as long as you don't have audio sampling set too high, you can update from v5.3.7.12 up to v5.3.7.13, and even up to v5.3.8.1. It is possible that v5.3.8.1 doesn't have the bug, but I'm finished testing for today

[TimG]

***NOTE***

Manual installation is still required if updating from v5.3.7.12. Older versions *should* update normally.

Make sure you have set BI5 to save the old files and the new installation files so that you can go back if there are any issues, and give it a go.

Let us know how you get on

[Thixotropic]

1) The built-in BI rollback utility didn't work for me at all. I could go through the dialog boxes but it never actually did anything.

2) Using RedDawg's rollback utility, I rolled back to 5.3.2.something. That worked.

3) I then updated to version 5.3.7.11. That worked.

4) Then I updated to 5.3.8.2, and that worked, except it knocked out my RCA Doorbell camera and BI will not find it or connect to it no matter what I do. I can connect to it through the app, but BI simply refuses to see it.

[Matts1984]

So since I'm on .12... can/should I be able to rollback (not go to 13) and then upgrade past to 5.3.8.x? Or is something broke in .12 that I've already gotten stuck with?

EDIT:: OCD got the better of me. Manually downloaded 5.3.7.13 from website (Windows SmartScreen made me approve installing), install went fine, software immediately prompted me that 5.3.8.3 was out... auto-upgrade went smoothly. No issues that I see.

[etcetc]

I have been with BI ever since the beginning when it was easy to use.

Also, never had update problems until now when trying to upgrade from 5.3.7.12 to 5.3.8.4

At first there was a message to do a manual update and it is no longer appearing, but anyways I have no clue how to do a manual update though I have read the help file and it does not show on BI as written.

At the present, BI downloads or tries to download without success the latest update. No doubt something is very wrong with BI. I do not wish to risk experimentation.

However, it would be entirely appropriate and expected for a key support person to provide and update on this forum.

Update: does not update to 5.3.7.13 as well