DeskGate Upgrade Guide

Check the release and maintenance plan

This guide follows the customer server installer documented on October 6, 2026. Confirm the upgrade path and compatibility for the source and target releases. Keep the approved package available and agree a maintenance window with affected administrators.

The installer preserves database files, App_Data and customer settings, but preservation is not a recovery plan. A failed installation has no full automatic rollback.

Before running setup

1. Record the current release, installation folder, service state, SQL instance, web port and access mode.
2. Complete a coordinated database/application backup and confirm the recovery method.
3. Record one known report result and a pilot endpoint for post-upgrade comparison.
4. Confirm license information and SQL credentials are available to the authorized installer.
5. Review active schedules and decide how delivery and collection will be handled during maintenance.

Run the approved upgrade

Rerun GoMyidSetup.exe using the same installation folder. Review the saved network and license settings. The Release workflow reuses GOMYID and its existing password. Require the successful database test, review web access and ports, then let setup complete. It stops and replaces its owned services and managed files.

Record any error before retrying. Follow the illustrated server installation guide for the actual screens.

Acceptance checks after installation

1. Check GoMyidServer and GoMyidCore and inspect any startup error.
2. Verify the login page and registration/database page on the configured port.
3. Confirm network access from an authorized computer when enabled.
4. Verify the pilot endpoint and compare a known historical report.
5. Confirm new records arrive after the configured collection interval.
6. Review roles, group scope and scheduled report definitions before resuming delivery.
7. Store the installation report privately; it may contain the SQL password.

Troubleshooting after an upgrade

Use these checks for your self-hosted server after the approved upgrade. Start with the symptom observed during acceptance testing and keep the exact error and time. The cards are a diagnostic guide; they do not inspect your installation or apply changes.

1. 1. A server service does not start

   Check: In Windows Services, record the state of GoMyidServer and GoMyidCore and the exact startup error. Compare the installation folder and SQL service state with the pre-upgrade notes. A stopped service is a symptom, not a diagnosis.

   Next step: If setup reported a database connection error, resolve that stage first. For an unexplained startup failure, collect the release, timestamp and relevant error before retrying. Do not delete or recreate services merely to bypass the failure.

   Database test troubleshooting

2. 2. The management console does not open

   Check: Use the web address, port and access mode recorded during setup. Check whether access fails on the server itself or only from another authorized computer. Compare with the saved configuration rather than assuming the default port is still in use.

   Next step: If the error identifies a port conflict, follow the port guide. If local access works but network access fails, check the configured network mode and approved firewall rule. Do not expose additional ports or disable the firewall as a general fix.

   Port and access troubleshooting

3. 3. The pilot device does not reconnect

   Check: Confirm the device is online and uses the intended server or workspace. In Station, review the selected group and search filters. Compare the server and client versions with the approved release requirements; a version difference alone does not prove incompatibility.

   Next step: Use the device connection checks before reinstalling the Agent. Keep the device identity, group and observed connection result in the maintenance notes. If the supported upgrade path is unclear, confirm it with support before updating more devices.

   Missing-device troubleshooting

4. 4. Reports open but new records are missing

   Check: Compare a known historical result, then perform one agreed pilot activity during the configured collection period. Check the date range, group, reviewer access and collection rule, and allow the configured collection interval.

   Next step: Treat historical visibility and new collection as separate checks. Do not interpret an empty filtered result as deleted data. Keep the test period and filters with the error report.

   Empty-report troubleshooting

5. 5. Scheduled report email no longer arrives

   Check: Review the schedule status and saved SMTP settings after maintenance. Record the exact error and distinguish a successful interactive SMTP test from the scheduled delivery result.

   Next step: Follow the schedule and SMTP checks before changing credentials. Send now and Send test email send real messages; use them only as an intentional delivery test with approved recipients.

   Scheduled-email troubleshooting

If validation fails

Stop rollout and record the failing step, release, time and error. Use the approved recovery plan with the matching application/database set. Do not assume installing an older executable will reverse a schema or configuration change. The database and application recovery procedure should be tested before the maintenance window.