Update Freezes

[nwichmann]

Once again, my content update just froze as the updates were being applied. The only thing I can think of was that I was on a webinar and switched screens while the update was applying. The only way out was to go to Task Manager and kill Accordance. It seems like most of my updates have ended this way.

[Billy32792]

Hi Nancy,

 

We were sorry to hear of this. We can't reproduce this issue here in the office at this point in time. Please make sure that you are using the newest version Accordance 12.0.6. Are you still using Windows 7? There are a couple of things that you can try. 

 

Accordance Safe Mode will allow you to easily remove or disable User Content, Settings, Connectivity and do Clean up for troubleshooting purposes.

 

In order to open Accordance Safe Mode on a Windows computer, press and hold your ‘alt’ key ‘immediately after’ you click on the icon to open Accordance (In Windows 10, some PCs require that you hold the ‘alt’ key while you click on the Accordance icon to open Safe Mode).

 

Please select ‘Remove startup session’ and 'Clear cached Downloads' and then launch Accordance. If this doesn’t correct the issue, there are some other troubleshooting options there as well. You may want to try disabling Automatic Dropbox Sync and Automatic Updates in case they are starting to run during the updating process. 

 

If this doesn’t correct the issue, then as a last resort, you can go back into Accordance Safe Mode and select ‘Remove General Settings’ and then relaunch Accordance. This will reset many of your personal preferences and you will need to put in your name and account information again, but this is normal. 

 

If this doesn’t correct the issue we may need to do a screen share.

 

If needed, you can download 'TeamViewer' from www.teamviewer.com (it's free and fast) and send us your TeamViewer user ID and password and we can arrange a time for one of us to access your computer with a screen share to help correct this issue for you.

 

You can call us in support at 407-339-0266 or Skype us at: oaktreesupport. Our office hours are Monday - Friday, from 9 a.m. - 6 p.m. Eastern.

 

If your call goes to voicemail, then we are helping other customers and will call you back as soon as possible.

 

Best wishes,

 

 

Billy