The Software Manager log file records any errors that occur during the installation process. You can open the log file through the View Log File link on the installer window.
The log file is named: Software_Manager_<datetime>.html where:
<datetime> = year/month/day/hour/minute/second.
The log file is always located in: C:\Users\<username>\AppData\Local.
For all software licensing questions contact: licensing-support@jci.com.
| Error or error message | Description |
An exception has occurred while completing your request.
|
This message appears along with an additional error text if an error occurs during installation. See this table for the error messages and see the install log file for error details. |
Johnson Controls Software Manager is running. Please close Johnson
Controls Software Manager and run this setup
again.
|
This additional message appears if you attempt an install, upgrade, or uninstall while Software Manager is running. Close Software Manager and retry. |
Downgrade is not supported. There is a new version already
installed.
|
This additional message appears if you attempt to install Software Manager while a newer version of Software Manager is already installed on the machine. Retry with a newer installer. |
| After an uninstall and reinstall, existing licenses are not displayed in Software Manager. | This issue may occur if you uninstall Software Manager and then reinstall it in a different location. Uninstall Software Manager again and then reinstall it in its original location. Alternatively, use Software Manager to reactivate your licenses. |