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Common Questions
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Your software is telling me to run updater.php!
Your software is telling me to run updater.php!
There are three reasons your software may prompt you to run updater.php:
1. Something has changed on your server.
You would be prompted to run updater.php if the domain name, IP, server name, or directory in which the files are installed has changed. If this is the case, you will likely see a message saying "License error occurred," followed by a prompt to run updater.php. Simply click the "updater.php" link and follow the steps you see on your screen to reactivate your license. If you encounter an error saying that your license has been activated too many times, contact our sales or support team for further assistance, and we can reset your license activation for you.
2. Your script has lost its connection to your MySQL database.
Our software is PHP software that uses a MySQL backend. If the PHP script is disconnected from the MySQL database, or if there is a problem with your MySQL database or server, then you may see a message prompting you to run admin/updater.php (or admin/install.php). If you try to run the updater.php script, and you see an error saying "Application info not found," it is most-likely because the software cannot connect to your MySQL database. You may also see a specific MySQL error message when trying to run updater.php, if this is the cause.
Normally, you would only be prompted to run updater.php when you are running an upgrade because the version number of your files does not match the version number in your database. If the version number of your files matches the version number of your database and you are being prompted to run updater then that means the connection between your PHP script and your MySQL database could not be established, or the connection to the MySQL server has timed out, or there is another problem with your MySQL database.
In this case, it is suggested to contact your server admin or hosting provider and enquiring as to why your PHP script was unable to stay connected to your MySQL database. Your administrator can check your server's error logs and make necessary modifications to MySQL's configuration to prevent this from happening again.
3. Your software is currently being updated.
If you, your server/site administrator, or one of our support technicians is currently updating your software, this message would appear for anyone who tries to access the software until the upgrade is complete. If you or someone else with access to the software files has recently uploaded a newer version of the software files to your server, then you will see this message as a normal part of the upgrade process, and if there is an ongoing upgrade already in process, this message will appear to anyone else who tries to log in. For more information on how to upgrade your software product, refer to our knowledge base article on that subject.
