What can I do if a SONAPHONE DataSuite update cannot be started or completed successfully?

Before updating SONAPHONE DataSuite, a backup of the existing database should always be created.

For the desktop versions, the database files are located in the subfolder:

h2data

within the DataSuite directory.

The complete folder should be copied to a safe storage location before performing any further troubleshooting steps.

The desktop version cannot be updated

If DataSuite cannot be updated:

1. Close DataSuite completely.
2. Check the Windows notification area to determine whether SONOTEC DataSuite is still running.
3. If necessary, select Stop Server via the SONOTEC DataSuite icon.
4. Restart the computer.
5. Run the update file again.

After the update has been completed successfully, SONAPHONE DataSuite can be started again.

Windows prevents the installation file from running

Depending on the Windows security settings, a security message may be displayed when starting an installation or update file.

First verify that the installation file originates from an official SONOTEC source.

Once this has been confirmed, execution can be approved in accordance with the company's IT and security policies.

DataSuite no longer starts after the update

If DataSuite cannot be started after an update, first check whether security or antivirus software has blocked or quarantined DataSuite components.

In this case:

1. Check the quarantine area or event log of the security software.
2. Check whether SONAPHONE DataSuite files have been blocked.
3. Contact the responsible IT department if necessary.
4. Try starting DataSuite again.

Any exclusions or approvals in security software should be configured in accordance with the company's IT policies.

What should be considered for the server version?

Updates of DataSuite installed on a company server should be performed by the responsible server administrator.

The DataSuite services must be properly stopped before the update and restarted after the update has been completed.

As server configurations and company policies may differ, the documentation applicable to the installed DataSuite version and the requirements of the company's IT department should be observed.

What should not be done after a failed update?

Without specific instructions, users should not:

• delete database files,
• rename database files,
• manually replace backup files,
• modify directories within h2data.

Such changes may result in data loss or database corruption.

When should SONOTEC Support be contacted?

SONOTEC Support should be contacted if:

• the update continues to fail after the basic troubleshooting steps,
• DataSuite no longer starts after the update,
• an unknown error message is displayed,
• database errors occur,
• asset, measuring point, or measurement data are missing after the update.

The following information should be provided wherever possible:

• currently installed DataSuite version,
• version to which the update was intended,
• exact error message,
• description of how the error occurred,
• screenshots of the error message,
• DataSuite log files.

If troubleshooting requires changes to database files, these should only be performed according to the current SONOTEC documentation or as instructed by SONOTEC Support.