Summary

A known issue has been identified when upgrading from an older version of Moxie using the Moxie Enterprise Installer. In affected cases, the installer appears to complete successfully and does not display any errors; however, the upgrade silently fails to upgrade all components in the background.

Users typically discover the issue after launching Moxie Studio and finding that the Studio application is still running on an older version rather than the expected newer version. The behavior can be caused by stale installer cache files and conflicts with existing Microsoft Visual C++ Redistributable packages.

The recommended resolution is to clear the local Moxie installer cache, remove all existing Microsoft Visual C++ Redistributables, and then rerun the Moxie Enterprise Installer.

Symptoms

Users may observe the following:

• The Moxie Enterprise Installer completes without displaying an error.
• The installation process appears to finish successfully.
• No rollback or failure notification is presented.
• Moxie Studio still reports an older version (e.g.: 7.10.9589.1) after installation.
• The expected upgrade to current version does not occur.

Cause

The issue appears to be related to cached installation files located in the local Moxie installer directory and/or conflicts with existing Microsoft Visual C++ Redistributable packages. These conditions can prevent the installer from properly updating components while still reporting a successful installation.

Resolution

Step 1: Close All Moxie Applications

Before beginning the upgrade process, ensure that Moxie Studio and any other Moxie-related applications are fully closed.

Step 2: Clear the Moxie Installer Cache

Navigate to the following directory:

C:\ProgramData\Omnivex$MoxieInstaller

The ProgramData directory may be hidden by default within Windows.

Delete all contents within the $MoxieInstaller folder. These folders typically contain files from previous Moxie installations and upgrades.

Step 3: Remove Microsoft Visual C++ Redistributables

Open the Windows Installed Apps list or Programs and Features.

Locate all Microsoft Visual C++ Redistributable entries and uninstall them from the system. If prompted, reboot the computer after the uninstall process is complete.

Removing these packages allows the Moxie installer to reinstall the required runtime dependencies during the upgrade.

Step 4: Reinstall the new version of Moxie

Run the Moxie Enterprise Installer executable with administrative privileges.

Complete the installation as normal and allow the installer to reinstall any required Microsoft Visual C++ components.

Step 5: Verify the Installation

Once the installation has completed, launch Moxie Studio and open the About window.

Confirm that the version displayed is the newly installed version.

If Moxie Studio still reports the older version, repeat the cache-clearing process and verify that all Microsoft Visual C++ Redistributable(s) were successfully removed before reinstalling.

Validation Checklist

After completing the procedure, verify the following:

• The Moxie Enterprise Installer completed without errors.
• The contents of the C:\ProgramData\Omnivex$MoxieInstaller directory were removed prior to reinstalling.
• All Microsoft Visual C++ Redistributables were uninstalled before running the installer.
• The Moxie Enterprise Installer was executed successfully.
• Moxie Studio reports the newly upgraded version.

Additional Notes

This issue presents as a silent upgrade failure, where the installer reports success even though the application binaries are not updated. Clearing the installer cache forces the installation to use fresh installation files, while removing the Visual C++ Redistributables ensures that all pre-requisite runtime components are reinstalled correctly.

Impact: Upgrade Failure
Workaround Status: Confirmed Resolution Procedure