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jakeochs
Student
(1)
Solved (Go to Solution)

cannot update mozy home on windows 10 pro

I guess this is my support "ticket." I get the unable to find mozy-x64.msi error when trying to upgrade

from

2.32.8.595 to 2.36.2.631

0 Reps
Benjamin_C
Moderator
(223)

Re: cannot update mozy home on windows 10 pro

First here is a link to install the newest version of Mozy directly onto the computer:

http://mozy.com/downloads/mozysetup.exe

Just download and install the program, which should resolve the issue. 

 

Second if you need you can create a normal case and get other support by following the steps in this article:

http://support.mozy.com/articles/en_US/FAQ/How-do-I-contact-Support

If your account is a free account though here is probably the best way to get in touch with us here at Mozy. 

Benjamin_C
~Mozy Support

PS: If a response has resolved your issue, please mark it as a solution to help the Mozy Community!
0 Reps
JaredG
Moderator
(530)

Re: cannot update mozy home on windows 10 pro

@jakeochs

 

Were you able to follow Benjamin's instructions to get the upgrade to work?

 

Please post any questions or comments.

 

Thank you,

Jared
Mozy Support
0 Reps
Janma
Warrior
(0)

Re: cannot update mozy home on windows 10 pro

Benjamin's instructions - to manually install the update - did not work for me. Got the same error message: unable to find old version to delete it. Next step?

 

0 Reps
jakeochs
Student
(1)

Re: cannot update mozy home on windows 10 pro

No. I am a paid Mozy Home user so I opened a ticket. Thanks!

0 Reps
Janma
Warrior
(0)

Re: cannot update mozy home on windows 10 pro

Mine is a grandmother-ed free home account. Long time user. Still need solution. Thanks!

0 Reps
jakeochs
Student
(1)

Re: cannot update mozy home on windows 10 pro

support gave me a link to an uninstaller, which I used and was able to reinstall the newer version. Unfortunately it seems to have deleted my preferences, so I had to reregister my backups.

 

The uninstaller is here:

https://mozy.my.salesforce.com/sfc/p/#500000007gl2/a/50000000LPFX/HQYW2jutOgayDfHS7T.HDkVEjQU1UoqebJ...

 

Janma
Warrior
(0)

Re: cannot update mozy home on windows 10 pro

Jake, as a free user I'm afraid to uninstall what I have ATM for fear it would require payment to reinstall. I'm 65 on fixed income, so paying isn't an option. I'm saving your link, though, just in case. Gracias!

 

0 Reps
ScottS1
Moderator
(153)

Re: cannot update mozy home on windows 10 pro

@Janma

 

There is no fee to reinstall. @jakeochs has the right idea with a Custom Uninstaller. This should only be used if conventional uninstallation methods fail in Programs and Features and it just doesn't seem to be removable.

 

Rest assured you will not be charged to uninstall and reinstall the software. In fact, here is the latest software available to you to click on after you run the Custom Uninstaller (Click on MozyHome when prompted in the black box). Be prepared to reboot as well:

 

https://www.mozypro.com/downloads/mozy-2_36_3_633-92349.exe

 

Let us know how it goes! You will be ok!

 

Regards,

 

Scott

Mozy Forum Moderator

Janma
Warrior
(0)

Re: cannot update mozy home on windows 10 pro

Downloaded Jake's uninstall but tried conventional uninstall first with no luck. The .exe is asking me to Select:

What do I select?

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