Sign In Reset Password

Articles in this section

Your current version of XVWeb Capture is outdated

Avatar
Tyler Weaver
  • Updated
Follow

 

"Your current version of XVWeb Capture is outdated and must be updated to continue.  Please update to the latest version to proceed."

"XVWeb Capture Update Required"

"XVWeb Capture requires an update to continue!"

 

The above messages typically indicate that you need to upgrade to the latest version of XVWeb Capture.  If you have already done so and are still receiving the error message, then please perform the below troubleshooting steps to resolve your issue.

 

1. Clear your browser cookies

In Chrome

  1. On your computer, open Chrome.
  2. Simultaneously press CTRL + SHIFT + DEL on your keyboard.
  3. In the popup window, select:
    1. "All time" for the time range
    2. "Cookies and other site data"
    3. "Cached images and files"
    4. After confirming the above, select "Delete data"

       

For more information from Google, click here.


In Microsoft Edge

  1. Open Microsoft Edge on your computer.
  2. Simultaneously press CTRL + SHIFT + DEL on your keyboard.
  3. In the popup window, select:
    1. "All time" for the Time range
    2. "Cookies and other site data"
    3. "Cached images and files"
    4. After confirming above, select "Clear now"

 

For more information from Microsoft, click here.

After clearing cookies, refresh your XVWeb page and see if the error message is reproduced.  If it occurs again, please proceed to the next step.

 

2. Perform a clean reinstallation of XVWeb Capture

Note: If you are not a confident or technically savvy user, please stop here and submit a support ticket to have our Support team perform this step for you.

  1. Navigate to Installed Apps and find XVWeb Capture.  Click the ellipses on the right-hand side and select Uninstall.  Follow the system prompts to complete the uninstallation of XVWeb Capture.

     
  2. Rename the folders in the following locations:

    C:\PlanetDDS\XVWeb.Capture
    C:\ProgramData\PlanetDDS
    %appdata%\XVWeb.Capture

    Renaming folders by appending ".old" to the folder's name is recommended so that any images that did not successfully forward to XVWeb can still be located and resubmitted by Apteryx Support.  All images should be forwarding immediately - this is simply a preventative measure.  If you have any existing ".old" folders, skip this step and contact Apteryx Support for assistance.

     
  3. Launch Registry Editor and navigate to these two keys and delete them.
     
    Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\XVWebCapture
    Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Classes\xvweb
  4. Log out and back into XVWeb, then download and install the latest version of XVWeb Capture.



 

If you have completed both of the above steps, and the issue is not resolved, please submit a ticket to our Support team for further assistance!

Related articles