Error Message when Publishing

Rod-McNair wrote on 3/6/2022, 3:39 PM

I have been a long time user of Xara Web Designer and suddenly I am having problems when publishing. I get the error message "FTP Error: Timeout was reached.". I've checked with the hosting company and everything is good on their end. Then I discovered that I keep getting another window in Xara Web Designer 18 Premium "Renew the update service. Installs the latest version of the Update Service for your software" It has a "Start Installation" button which when pressed closes the window and it appears nothing is happening. It is this window that is causing the problem with publishing to the host site. My software is:

Xara Web Designer Premium 18.5.0.63630 DL x64 Jan 10 2022

I have checked and my software is up-to-date and so is my update service (which I paid for 1 year). It is frustrating that Xara do not have a technical support form and relies on forums for users to find possible solutions! Very disappointing and something to consider when choosing this product.

Comments

johnebaker wrote on 3/7/2022, 6:29 AM

@Rod-McNair

Can you access the host using a FTP program, such as Filezilla, using the same FTP settings?

If so check that you Antivirus/Firewall is not blocking Web Designer from accessing the Internet.

HTH
John EB
Forum Moderator

Rod-McNair wrote on 3/7/2022, 7:58 AM

Hi John,

Thanks for your reply. Yes, I can upload files using SmartFTP and I am confident it isn't the Antivirus or Firewall. I keep getting an annoying pop-up window that seems to cause the problem. It is the "Renew the update service" with a "Start Installation" button that is causing this. Until I click this button, I will get the error and fail to upload to the website. This window shouldn't be popping up because my maintenance contract was already renewed and when I check the program for updates, it is telling me that I am already running the most recent version. So I think I need their technical support but there doesn't appear to be any.

Cheers,
Rod

johnebaker wrote on 3/7/2022, 3:36 PM

@Rod-McNair

Hi Rod

. . . . I keep getting an annoying pop-up window that seems to cause the problem. It is the "Renew the update service" with a "Start Installation" button that is causing this . . . .

Did you allow the update to proceed ? If not, do so, you will see nothing happen, however it should then stop the notification from popping up.

If the update was completed, does it popup appear every time you start Web Designer? If so, I would suggest you raise a Support ticket - link is at the top of every page in the forum - see this article from Support on how to navigate the system and raise a ticket.

John EB
Forum Moderator

Rod-McNair wrote on 3/7/2022, 5:48 PM

Thanks John,

Yes, I have let it run and done nothing to stop it. When I close the program and re-open it, it pops up again. I check to see if there is an update to run, but the program indicates that I have the latest version so I don't think that it should be doing this.

Thanks for the link on contacting support - no wonder no one can get through with all these hoops!

Cheers, Rod