CS Connect updates fail to apply

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Change to CS Support service hours

Our Support department is closed on Friday, April 28th for a company event. However, limited Accounting CS phone support is available on that date from 9 AM - 5 PM ET due to the approaching deadline for quarterly payroll tax forms.

Links to our most popular payroll tax processing topics are available in the Alerts and notices section on the right side of most pages.

If CS Connect updates fail to apply updates in Accounting CS or Practice CS, it will often appear that you are caught in an "update loop". The following information walks you through the steps to take if you have trouble applying updates to the application.

Notes:

  • All users must exit the application before these steps are taken.
  • These steps will not affect your data.
  • You may want to start by downloading the latest version of Accounting CS or Practice CS from My Product Downloads if it is not already saved on the database server.
  1. Browse to X:\WinCSI\Accounting CS or X:\WinCSI\Practice CS (where 'X' is the drive where Accounting CS or Practice CS is installed).
  2. Right-click the CCUPDLOG file and choose Open or Open with, then choose Notepad. Show me.
  3. Once open in Notepad, scroll to the bottom and look for a recently dated entry that contains, "Error Applying Old File...".
    1. At the server, uninstall the Accounting CS Shared Files and the Accounting CS application or the Practice CS Shared Files and Practice CS. To uninstall, choose to Start > Control Panel > Programs and Features. Right-click Accounting CS or Practice CS and choose Uninstall. Repeat for the Accounting CS Shared Files or Practice CS Shared Files..
    2. Reinstall Accounting CS or Practice CS using the saved download from My Product Downloads.
    3. Once the application is installed, apply the CS Connect updates.

    Note: When you open Accounting CS after reinstalling, you will see a message that says database FIRM cannot be opened because it was already opened in a newer version. Press OK and then you will be prompted to check for updates.

    1. Browse to X:\WinCSI\Accounting CS\updates or X:\WinCSI\Practice CS\updates (where 'X' is the drive where Accounting CS or Practice CS is installed).
    2. Delete everything in the updates folder.
    3. Open Accounting CS or Practice CS and then download and apply the CS Connect updates again.

    Note: When you open Accounting CS after reinstalling, you will see a message that says database FIRM cannot be opened because it was already opened in a newer version. Press OK and then you will be prompted to check for updates.

  4. Try to manually apply updates using these steps.
    1. Verify that all users have Accounting CS or Practice CS closed.
    2. Choose Start > All Programs > Accessories > Command Prompt.
    3. Browse to X:\WinCSI\Accounting CS or X:\WinCSI\Practice CS (where 'X' is the drive where Accounting CS or Practice CS is installed) .
    4. Drag the CSIUPD.EXE file into the Command Prompt window.
    5. Press the spacebar on your keyboard and type "update" without the quotes and then press Enter on your keyboard.
  5. If the previous steps did not resolve the problem, do the following:
    1. At the server, uninstall the Accounting CS Shared Files or Practice CS Shared Files and the Accounting CS or Practice CS application. To uninstall, choose to Start > Control Panel > Programs and Features. Right-click Accounting CS or Practice CS and choose Uninstall. Repeat for the Accounting CS Shared Files or Practice CS Shared Files.
    2. Reinstall Accounting CS or Practice CS using the saved download from My Product Downloads.
    3. Once the application is installed, apply the CS Connect updates.

    Note: When you open Accounting CS after reinstalling, you will see a message that says database FIRM cannot be opened because it was already opened in a newer version. Press OK and then you will be prompted to check for updates.

You will not need to reinstall the application on each of the workstations after the updates successfully apply on the server. Once launched, Accounting CS or Practice CS will automatically apply the new updates.

If a workstation is not applying updates or giving an error message, use the following procedure to reinstall Accounting CS or Practice CS.

  1. On the workstation, uninstall the Accounting CS or Practice CS program using the Control Panel.
  2. Browse to X:\WinCSI\Accounting CS\DESKTOP or X:\WinCSI\Practice CS\DESKTOP (where X is the server drive where Accounting CS or Practice CS is installed) and run the Setup.exe file.

Internal notes


From Erik Jacobson (originally in a feedback item sent to TC.): Many times the steps in here have not worked. In order to resolve, a few times I've had them uninstall the shared files, rename the Accounting CS and Accounting CS Data folders to Old in the WinCSI folder. Then reinstall Step 1 and 2 in the installer to create fresh folders in WinCSI. I have only done this step if the ones in the topic didn't work.

In some cases, you may need to put your .zpd files from the Updates folder into a zipped folder and send them to the firm through MKT. Once the firm receives that file, unzip it and copy the contents over to the WinCSI\Accounting CS\updates folder. Open Accounting CS and apply the update files.

Why do updates fail so often?

From Matt Wood: When an update is applied, we are updating files in the \WinCSI\Accounting CS\ folder in the shared file directory. Primarily we are updating the files in the Desktop folder, AccountingCS.exe, and the version.dat file. If any one of these files cannot be replaced by the update process, the update will fail.

Examples of why these files cannot be replaced include:

  • Network locks caused by someone attempting to open the program or run a Desktop setup while the updates are applying.
  • Antivirus scanning the files.
  • Permissions problems.
  • Less common: loss of connectivity, disk errors on server.

To see exactly which file could not be updated, open the CCUPDLOG file (see step 2 above for the location).

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