Troubleshooting an app update¶
This page is for end users whose protected app showed an "Update available" popup but the install didn't finish cleanly. It covers how to get back up and running and what to include when asking the developer for help.
If you're a PyLocket developer looking at a failing push, see Push app updates instead.
Run your previous version (fastest recovery)¶
When PyLocket starts to install an update, the original app is preserved next to the new one. The preserved copy has .old. plus a timestamp in its name. You can always open it and keep working while the developer looks at the problem.
macOS¶
- Open the folder the app lives in (usually Applications).
- Find a folder or file with
.old.2026-...in its name next to the current app (for example,MyApp.app.old.2026-04-20-120305). - Double-click it. The previous version launches normally.
Windows¶
- Open the folder where the app is installed.
- Find a file (or folder) ending in
.old.2026-...next to the current app (for example,MyApp.exe.old.2026-04-20-120305). - Double-click it to launch the previous version.
Linux¶
- Open a terminal in the folder the app lives in.
- List the files and find one ending in
.old.2026-...next to the current binary. - Run it:
./MyApp.old.2026-04-20-120305.
If the previous version runs fine, you can keep using it indefinitely while the update issue is sorted out.
Send an update log to support¶
If the popup never appeared, or the install didn't recover cleanly, attach your update log when emailing support so they can tell what happened.
Where the log file lives¶
| Operating system | Log file location |
|---|---|
| macOS or Linux | ~/.pylocket/logs/update.log |
| Windows | %USERPROFILE%\.pylocket\logs\update.log |
The file is short (typically a few KB) and plain text. You can open it in any text editor, or attach it directly to the email.
What to include in your email¶
Send to the email address on your developer's support page (or to support@pylocket.com if you don't have one) and include:
- The attached update.log file.
- The name of the app (for example, MyApp Pro).
- The version you were trying to install (shown in the popup).
- What happened in a sentence or two. For example: "Clicked Install, the app closed, nothing reopened." or "Popup never appeared after an update was promised."
That's usually enough for the developer's support team to help.
Common causes¶
Most failed updates are temporary issues, not bugs. In order of frequency:
1. Antivirus or endpoint protection software briefly locked the file¶
This is by far the most common cause on Windows. Your antivirus scans the new file right as the app is trying to install it, briefly holding the file locked. The install gives up.
Fix: Close the app completely, including any menu-bar or system-tray icon. Wait 30 seconds. Launch the app again. It'll re-offer the update and usually succeeds on the retry.
If it fails on retry too, you may need to temporarily allowlist the app in your antivirus. Most AV software has a "trusted programs" list — the developer who sold you the app can walk you through adding it.
2. Internet connection dropped during download¶
The update downloads in the background; a short network blip mid-download makes it unusable.
Fix: Re-launch the app on a stable connection. It'll offer the update again.
3. Update server was temporarily unreachable¶
Rare, but possible during brief maintenance windows.
Fix: Wait a few minutes, then re-launch.
4. You clicked "Skip this version" earlier¶
Once you've skipped a version, PyLocket won't prompt for that specific version again — but it will prompt you once the developer ships a newer version after that.
If you'd like to re-install the version you skipped, let the developer's support team know. They can nudge your app to re-offer it.
If the app won't launch at all after an install¶
- Use the
.old.file as above. That runs the previous, working version. No data is lost. - Attach the update log to an email to support. Include a note that the app no longer launches.
- Don't delete any
.old.files until the developer confirms the new version is working. They're your safety net.
What PyLocket does not do¶
- PyLocket never uninstalls apps without your interaction.
- PyLocket never deletes data, documents, or anything outside the app's install folder.
- If you click Not right now on an update popup, PyLocket respects that — it'll simply offer the update again on the next launch.
- If you click Skip this version, PyLocket stops offering that specific version. A newer version will re-trigger the prompt.
Still stuck?¶
Email your developer's support team with the attachments above. If you can't find their contact, email support@pylocket.com and we'll forward you to the right developer.