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Knowledge Base:  
Error During Update - updatelog.txt

Last Updated: 02/12/2014
During updates, or immediately following program installation, you may get an error that reads:

"An error must have occurred
Please send the file that is shown in the next screen to"

After you click OK in this window, the computer will pull up a file with some text in it, titled UpdateLog.txt.

This error occurs any time the updater detects that an update is needed, but it fails to download or install the files necessary. It's possible that you have an unstable internet connection, but most likely, your antivirus or firewall software is blocking the updater program from working properly. Please temporarily disable your antivirus/firewall software and try getting updates from the link below. Frequently, it's not enough to just tell the antivirus to allow the process. Disabling the antivirus is much more likely to allow it through.

If the update fails even after disabling your antivirus/firewall software, try restarting your computer and running the updater one more time (don't forget to disable the antivirus/firewall), then try the link below:

This is our 'offline' updater. It's a fairly large download (about 100 MB), but it will not need to download any additional files when you run it. Some antivirus/firewall software cannot be disabled fully (this is especially true if you're using your work internet), and so it can be beneficial to try this instead.

If these steps do not resolve the problem, please contact our tech support, and we'll be happy to help you.

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