MaX UC 3.21.25+ Manual Update

MaX UC Windows desktop users upgrading to 3.21.25 and above must perform a one-time manual update due to certificate signing change.

This article covers:

1. Technical explanation: information about the problem.
   
2. Action Plan: how this can be resolved.
   

Technical explanation

Am I affected?

This issue affects Windows users of MaX UC Desktop (both tailored brandings and CDAP deployment) who are currently running version 3.21.24 or earlier and who have updated or plan to update to version 3.21.25 or later.

What is the problem?

From version 3.21.25, MaX UC Desktop has updated signing certificates. This certificate authority change prevents the in-app update mechanism from functioning on Windows 10/11 operating systems for users running MaX UC versions 3.21.24 or earlier that are attempting to update to version 3.21.25 or later. All affected users must perform a one-time manual update to a newer version to restore automatic in-app update functionality. Affected users will receive an error message during the in-app update stating "Update failed - The update could not be installed because we could not verify its authenticity", per screenshot below.

When the 3.21.25+ version is deployed, end users will experience the "Update failed" error message in the application and must download and run the installer manually. MaX UC Desktop will continue to run on the old version until the user performs the manual update. The installer can be downloaded from the logged in MaX UC client app, or from CommPortal directly. Once updated, the application will recognize and validate Alianza-signed certificates for all future in-app automatic updates. 

How to update manually:

Method 1 - Download from MaX UC app:

1. Click your profile picture in MaX UC.

2. Navigate to More Services > Apps.

3. Select On your Computer icon.

4. Select MaX UC, then choose Windows 10 / Windows 11 (EXE installer).

5. Close MaX UC completely (select Profile Picture > Quit).

6. Run the downloaded installer.

Method 2 - Download from CommPortal:

1. Visit your CommPortal website: myphone.norvado.com.

2. Go to Support > Downloads.

3. Select On Your Computer.

4. Select MaX UC, then choose Windows 10/Windows 11 (EXE installer).

5. Close MaX UC completely (Profile Picture > Quit).

6. Run the downloaded installer.

Important Notes:

1. This is a one-time manual update only.
   
2. Future updates will work automatically after this manual update.
   
3. You must completely quit MaX UC before installing.
   

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