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If a new IBI-helpMe version is available, it can be updated during operation, unless otherwise specified.

1. Backup

Backup the entire IBI-helpMe installation directory (<installation location>). The following files are of particular importance.

  1. Client\Configuration.xml
    Contains all settings.

  2. Client\CustomIssue directory
    May contains individual adjustments. See HTML-based "Create Support Case" dialog

  3. Client\CustomContent directory
    May contains individual adjustments. See Utilization of a Service Portal

  4. Client\Resources directory
    May contains individual adjustments. See Localization

2. Download upgrade / update package

Download the latest upgrade / update package from the Customer Area

3. Establish trustworthiness

Most browsers mark files, that are downloaded from the internet, with a security flag. This causes a message to appear when the downloaded applications are started. You can use the following instructions to remove this security flag: Windows Security

4. Unpack the upgrade / update package

Unpack the downloaded upgrade / update package to any location.

5. Update IBI-helpMe Admin

How to install the IBI-helpMe Admin can be found in the article Installation

Replace the following files within the <Installation Location>\Admin folder:

  • All files with *.exe extension
  • The licence file, if an updated version is available

    If there is no licence file in the <Installation Location>\Admin directory, copy it from the <Installation Location>\Client directory.
    Once all clients have been updated to at least version 2.0, the licence file can be deleted in the directory <Installation Location>\Client.

6. Create failover configuration file

The failover configuration file ensures an interruption-free update. Already updated IBI-helpMe Clients use this file if the old configuration file is no longer compatible.

To create a failover configuration file follow these steps:

  1. Open the IBI-helpMe Admin
  2. Open the existing configuration file, if not already done automatically
  3. If the existing configuration file is incompatible, the IBI-helpMe Admin will display a corresponding message and transfer the file into the new format
  4. Click on "Save" to save the changes
  5. A message appears informing you of the failover configuration file
  6. Click "Yes" to save the changes to a failover configuration file. This does not modify the originally opened configuration file

    By default, the IBI-helpMe Client looks for the failover configuration file named Configuration.Failover.xml in the same directory as the default configuration file. If required, the path to the failover configuration file can be altered using the start parameter /FailoverConfiguration.

7. Update IBI-helpMe Client

Replace the following files within the <Installation Location>\Client folder:

  • All files with *.exe extension
  • All files with *.dll extension

The following contents may contain individual customizations and should be checked before replacing:

  • Client\CustomIssue directory
    If you have customized the default appearance of the Create Support Case dialog, do not replace this directory

  • Client\CustomIssue directory
    If you have customized the default appearance of the Serice Portal dialog, do not replace this directory

  • Client\Resources directory
    If you have translated IBI-helpMe into other languages or have inserted additional texts in the language files, you can copy them into the new files.

8. Restart / redistribute application

This step differs according to how IBI-helpMe was distributed.

  • Default installation (from a central share)
    Restart the IBI-helpMe Clients as described in the Restart article.

  • Local installation (e.g. by a software distribution system)
    Create a new distribution package of the IBI-helpMe Client and redistribute it to all clients with your usual distribution system.

9. Wait until the new IBI-helpMe Client has been distributed to all clients

This step differs according to how IBI-helpMe was distributed.

  • Default installation (from a central share)
    It can be assumed that all running IBI-helpMe Client instances are up-to-date, as soon as the configured synchronization interval has elapsed. 

  • Local installation (e.g. using a software distribution system)
    Check the appropriate distribution system to determine the IBI-helpMe Client installation status.

10. Update the configuration file

This step should not be performed until the new IBI-helpMe Client has been successfully distributed to all clients.

Replace the content of the default configuration file with the content of the previously created failover configuration file.

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