UPS PRO service issue

[asu]

Hi Zfirm.

I have a customer running ShipRush UPS PRO v12.1.11.2439 in a Citrix environment. Yesterday, he tried to add another Citrix Profile for a new user that would also run UPS PRO. I am not sure what happen but now it is acting as though UPS Basic was installed. Reference attachment called error upsshiprush.jpg. For two users it still appears to be UPS PRO (Shipper and Admin) but the service is no longer running on the server and is not listed under services.

On November 14th, they ran the EOD without issue. On November 15th it failed. I have attached a subset of the shiprushserver log. Maybe you can pick up something especially for the entry made on the 15th.

I am planning on Monday early AM to reinstall both UPS PRO and FedEx unless there is a fix can share with me.

Thank you!
ASU

[SYSOPS]

A few things to check

Reference this kbase article for where to look in the registry to make sure it's in Pro Mode:
https://www.zfirm.com/Knowledge_Base.../SRUA-0334.txt

You can manually install the service:
http://www.zfirm.com/Product_Documen...sh_Service.htm

Also make sure you're using a Pro license and not a Basic license

HTH,
SYSOPS

[asu]

The customer has a total power failure so I was not able to attempt a repair this AM. I did reviewed the information you shared and attached a copy of what I found in the registry. Can you review. With ShipRush v12 it appears to be located in a different portion of the registry. Do i need to change the value of the Upgrading in Progress? Should I try to manually install the ShipRush Service and see if that brings everything back to the state it was in last Thursday? Or maybe just follow your instructions to reload UPS?

[SYSOPS]

You should be looking under HKEY_LOCAL_MACHINE\SOFTWARE\Z-Firm LLC\ShipRush v12\Installation\ (you're showing current user)

I would suggest updating to current v12, on the server, then workstations. The error on the screenshot means it's an older release of v12 that cannot talk to the new SSL certs for UPS. The current release can.

Then, after updating, check for the service. If missing, manually install it.

HTH,
SYSOPS

[asu]

The reason I did not previously submit the registry for HKEY_LOCAL_MACHINE\SOFTWARE\Z-Firm LLC\ShipRush v12\Installation\ is because there is no entry there for Z-Firm LLC
I upgrade to the current v12, v12.1.11.8150 and still no entry, reference attachment.

I did manually install the shiprushserver services.

Waiting on the customer to try the EOD.

Thanks,
Alma

[SYSOPS]

This is a 64bit OS. It will be under the Wow6432Node element

HTH,
SYSOPS

[asu]

Yes this is a 64 bit environment. After the upgrade and manually installing the shiprushserver service, the customer was able to successfully run the UPS PRO end of day - Thank you.

This customer runs is a Citrix environment. When they try to create another profile for a second Shipping person to run UPS PRO, they have problems. Is there something special that needs to be done to get UPS PRO to run two licenses? We have a PRO and multi-user licenses. It does not happen when running ShipRush FedEx on multiple profiles.

[SYSOPS]

A single machine cannot have two licenses. What is the issue they have with trying to run UPS Pro under a second profile? It will run the wizard for the "new" user. You may need to elevate the user rights during this process, and then set back after.

HTH,
SYSOPS