Scenario

The following errors appears when the TMPS3 scanning tool upgrade fails from either remote or local upgrade:

Unable to synchronize updated with the Scanning Tool.
Restart the computer and try again. If the issue persists, please contact your support provider. Scanning Tool:
TMPS3

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When this occurs, check the management progrum debug log, "SfSrvCom_SupportTool.log"

• The error message related to the digital sign checking failed is as follows:

  2022/12/19 18:26:46.433 [3580:4852]  ERR  [SupportToolImp::InvokeApplyHotFix] reject to invoke because digital sign checking failed (SupLibImp.cpp, 2438)
  2022/12/19 18:26:46.433 [3580:4852]  ERR  [SupportToolImp::ApplyHotFix] InvokeApplyHotFix <- FAIL  C:\Windows\TEMP\TmPsStUg-20221219062508\ (SupLibImp.cpp, 1571)						
  		

Root Cause

The root cause is related to the change in the Certificate Authority (CA) to DigiCert starting from TMPS3 build 3.0.5044 onwards. The standalone Windows machine may be behind on updates and does not recognize the new CA, causing the TMPS3 installation packages to be rejected.

To check this, do the following steps:

1. Click the Properties of MP_install.exe.

   

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2. Check the Details of TXOne Network Digital Signatures.

   

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3. You will see "The certificate is not valid for the requested usage".

   

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Workaround

To resolve this issue, follow these steps:

1. Click View Certificate.

   

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2. Click Install Certificate.

   

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3. Install Certificate to Local Machine.

   

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4. Choose "Automatically select the certificate store based on the type of certificate".

   

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5. Finish certificate import.

   

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6. View the certificate.

   

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7. Relaunch the Management Program if it was upgraded from MP locally or relaunch the scanning tool if it was upgraded remotely
8. Trigger sync and components for the scanning tool to continue with the upgrade process.