Below is a summary of the events that may occur during the update process. Look carefully for the event(s) that you are encountering.

The information relates only to software using the Innato Update Service for paid extensions from Innato.
It does not apply to freeware/trial extensions from Innato nor to extensions from Innato that must be updated manually, as described here.

We take the Login One! Premium plug-in as an example. Click on the images to enlarge.

After you have installed the plug-in, you must configure it properly in order to use the Innato Update Service. Fill in your purchase details (order number plus the email address that was used for the purchase) in the appropriate fields under the 'Purchase Details' tab. Unless you uninstall the plug-in completely, this action is a 'once only'. NOTE: If the free update period has expired and you have subscribed to our update service, you still need to fill in the purchase details of the plug-in purchase, i.e. NOT of your update subscription.
If you have not installed the Innato Updater system plug-in, or you have disabled it, you will see an error notice when you attempt to update. The notice reads "Error updating COM_INSTALLER_TYPE_TYPE_.", as in the image at the right.
A download link to the Innato Updater plug-in can be found in the description (Joomla! back-end) of the extension that you have installed, see image at the right. If there is no download link for the Innato Updater, then the extension is not (yet) using the Innato Updater; it must be updated manually, as described here.
If you have installed and enabled the Innato Updater and something went wrong with the update - for example, you have not configured your purchase details - you will see a notice as shown at the right. The notice includes a link to this troubleshooting guide, a link to manually check for updates and a link to an informational page which may give more details of the problem. Below are two examples of informations presented in the above mentioned 'informational page':
> You have not configured your purchase details. The updater doesn't know which purchase order to look for.
> You have configured your purchase details, but the order number cannot be found. Please double-check your order details. You must use the order details of your plug-in purchase, NOT of your update subscription, if any.

You are trying to update one or more extension(s) and the above mentioned error notice appears. Some or all of the extensions seem to have not been updated. This notice is a very general one, without further detail, and something has obviously gone wrong. There may also be a warning notice saying "Update path does not exist".

Possible causes:

• This is the standard Joomla! behaviour if the update(s) has (have) failed. Maybe you have not installed and enabled the Innato Updater plug-in (only for extensions from Innato BV).
• The Innato Updater plug-in is not the most recent version.
• The involved extension from Innato is not the most recent version.
• Your device or website may be behind a firewall that is blocking the update.

Solution:

• If you have done so already, install and/or enable (publish) the Innato Updater plug-in and try again to update your extension(s). A download link to the Innato Updater plug-in can be found in the description (Joomla! back-end) of the extension that is to be updated. If updates fail again, you should see an error notice that includes a link to a self-explanatory page which will guide you further.
  If the error message starts with "Failed to extract file: ", followed by a file name, probably ending with "html", you may try to visit the following URL in your browser: <the base URL of your website>/tmp/<file name>
  For example, if the error message reads "Failed to extract file: innato_delete_this_file.html", you should try to visit the following URL: http://yourdomain.tld/tmp/innato_delete_this_file.html (please replace the 'first bold part of the URL by your domain name). If you visit the URL, you may be able to see what the update problem is.
• Check if your install of the Innato Updater plug-in is the most recent version; update it if not.
• Check if your install of the involved extension from Innato is the most recent version; update it if not.
• If you have no time to troubleshoot, you may update the plug-in manually, by clicking the 'is this the latest version' link in the authentication plug-in description. See here.
• Contact your local IT Help Desk and ask them whether your device or is behind a firewall that is blocking the update. If so, ask them to fix it.
• If all the above does not work, please contact us for support and provide the following details of the Innato extension to be updated: product name, order number and the email address that you have used for the purchase order of the extension (not of the Innato Updater plug-in).

See the above number 2.

• Please check if your Innato extension is compatible with your Joomla! and PHP versions. See the extension's documentation or information on this website for the minimum requirements.
• Contact your local IT Help Desk and ask them whether your device is behind a firewall that is blocking the update. If so, ask them to fix it.