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Dan (and others),
Are you on 64-bit Vista by any chance? If you’re not, please try the steps below. If you are, please let us know and wait for my next followup post. We’re investigating an issue on 64-bit vista now.
Others experiencing an issue that are not on 64-bit Vista should try the following:
On May 21st Genuitec had a disruption in service from our download and Pulse servers. One of the side-effects of this disruption was the possibility that if you updated your installations during this time that one of our problematic download servers would have been selected and this has been shown to corrupt the Pulse installation on the machine. We wrote about the issue on the Pulse forums here.
If this is indeed the case, as it appears in these cases, the correction of your MyEclipse installation is very straight-forward.
1) Download a new copy of the Pulse Explorer from the Pulse web site.
2) Run the installer.
3) When prompted select ‘Anonymous’ for your login
4) When the Pulse Explorer launches you should see your MyEclipse configuration in the left-hand navigation tree under ‘My Profiles’. Select it and hit the ‘Run’ button or select ‘Run…’ from the right-click context menu.
5) MyEclipse should check for updates and launch.From this point forward you can exit the Pulse Explorer and continue to launch MyEclipse directly from the shortcuts you normally use.
Please let us know if you try this and if it does not resolve the issue in your particular case.
Dan,
I checked with the development teams and MyEclipse does not run natively on 64-bit Vista; it runs in 32-bit mode presently. So, please follow the instructions above about downloading the Pulse Explorer and installing it separately, BUT please download the 32-bit version of the Pulse Explorer, not the 64-bit version, even if you’re on 64-bit Vista. Using the 32-bit version of Pulse should ensure that your installation gets corrected and MyEclipse will operate correctly as I outlined above.
@support-scott wrote:
Dan (and others),
Are you on 64-bit Vista by any chance? If you’re not, please try the steps below. If you are, please let us know and wait for my next followup post. We’re investigating an issue on 64-bit vista now.
Others experiencing an issue that are not on 64-bit Vista should try the following:
On May 21st Genuitec had a disruption in service from our download and Pulse servers. One of the side-effects of this disruption was the possibility that if you updated your installations during this time that one of our problematic download servers would have been selected and this has been shown to corrupt the Pulse installation on the machine. We wrote about the issue on the Pulse forums here.
If this is indeed the case, as it appears in these cases, the correction of your MyEclipse installation is very straight-forward.
1) Download a new copy of the Pulse Explorer from the Pulse web site.
2) Run the installer.
3) When prompted select ‘Anonymous’ for your login
4) When the Pulse Explorer launches you should see your MyEclipse configuration in the left-hand navigation tree under ‘My Profiles’. Select it and hit the ‘Run’ button or select ‘Run…’ from the right-click context menu.
5) MyEclipse should check for updates and launch.From this point forward you can exit the Pulse Explorer and continue to launch MyEclipse directly from the shortcuts you normally use.
Please let us know if you try this and if it does not resolve the issue in your particular case.
I’m on WindowsXP.
However, the version I’m using I downloaded well before May 21st, and the day I had problems installing it was May 28th.
I will nevertheless, try to redownload and reinstall since nothing else seems to work.
Dan
@dankirkd wrote:
I will nevertheless, try to redownload and reinstall since nothing else seems to work.
It didn’t work. I downloaded the pulse2-win32.exe file and despite multiple attempts, it would always fail when I tried to install it.
Here is a screenshot of what I end up with.
Dan
Dan,
The only thing that I can think that might cause this would be a connectivity problem between your location and the download servers. Can you please activate the “Caps Lock” key and run the Pulse installer again? It should prompt with connectivity / proxy configuration information. If you’re behind a proxy, is it picking up the configuration for it? If it’s not, can you enter it? Can you try some of the other connection modes listed to see if they change the behavior and allow Pulse to connect properly?
Connectivity problems can be caused by any number of things, one of which would be an inadvertent IP block at our primary firewall. To diagnose this further I’ll need to collect some information that you might not want to post publicly. As a result, can you provide the following information and email it to support@genuitec.com along with the URL of this thread. With this information I can get the development or server teams involved and get this resolved.
1) Your public IP address. Easy way to get that is to visit http://whatismyip.com in any browser.
2) Open a command shell and provide the following tracert data
a) tracert http://www.myeclipseide.com
b) tracert downloads2.myeclipseide.com
c) tracert downloads3.myeclipseide.com
d) tracert downloads4.myeclipseide.comWith that additional information I can escalate this to find out what’s the issue and get it fixed. Thank you in advance for you time as you work through this with us. Once we know what the problem is I’ll post a summary to this thread for the public record.
ralff and Mork,
The issues you’re reporting could be the same or different as Dan. However, we’d like to make sure we get each of you taken care of quickly as well. Unfortunately, having multiple people in the same support thread isn’t conducive to doing that. As a result, I’d like to escalate both your cases as well and handle them individually. Can you please send an email with the pertinent details (including those in my post above) of what you’re experiencing to support@genuitec.com. That will ensure we can work with each of you individually and ensure we get these issues resolved as well.
@support-scott wrote:
The only thing that I can think that might cause this would be a connectivity problem between your location and the download servers. Can you please activate the “Caps Lock” key and run the Pulse installer again? It should prompt with connectivity / proxy configuration information. If you’re behind a proxy, is it picking up the configuration for it? If it’s not, can you enter it? Can you try some of the other connection modes listed to see if they change the behavior and allow Pulse to connect properly?
I’m not using a proxy. I’m connected via cable modem on Comcast. Trying again I get the same problem running the Pulse installer. None of the other connection modes changed anything. Same behavior regardless of what I chose.
@support-scott wrote:
Connectivity problems can be caused by any number of things, one of which would be an inadvertent IP block at our primary firewall. To diagnose this further I’ll need to collect some information that you might not want to post publicly. As a result, can you provide the following information and email it to support@genuitec.com along with the URL of this thread. With this information I can get the development or server teams involved and get this resolved.
1) Your public IP address. Easy way to get that is to visit http://whatismyip.com in any browser.
2) Open a command shell and provide the following tracert data
a) tracert http://www.myeclipseide.com
b) tracert downloads2.myeclipseide.com
c) tracert downloads3.myeclipseide.com
d) tracert downloads4.myeclipseide.comWith that additional information I can escalate this to find out what’s the issue and get it fixed. Thank you in advance for you time as you work through this with us. Once we know what the problem is I’ll post a summary to this thread for the public record.
I’ve sent you an email with the information.
Dan
