This guide covers what happens during a TimeXtender Orchestration & Data Quality (O&DQ) cloud upgrade, what actions you need to take, and how to troubleshoot common issues.
Overview
The O&DQ cloud service is upgraded automatically by TimeXtender using a phased rollout. You do not need to initiate the upgrade yourself. However, there are two companion components — the TimeXtender Gateway and the O&DQ Desktop application — that require manual attention when a new version is released.
1. Cloud Service Upgrade
Automatic Rollout
Upgrades to the cloud service are applied automatically. TimeXtender starts by upgrading a select set of services for initial testing, then gradually rolls out the update to all customers, beginning with lower-risk environments and expanding from there.
Requesting an Earlier Upgrade
If you need a specific version sooner than your environment is scheduled to receive it, you can request an expedited upgrade:
- Send a request to support@timextender.com
- Include your environment details and your preferred upgrade date
- TimeXtender support will schedule the upgrade at an agreed time
Before the Upgrade: Pause Your Schedules
It is strongly recommended to disable relevant schedules before an upgrade takes place. This prevents jobs from failing or producing unexpected results if they happen to run during the transition window.
Tip: If you have critical schedules at fixed times, coordinate with TimeXtender support to schedule the upgrade during a low-activity window. Remember to re-enable your schedules once the upgrade is confirmed complete.
2. TimeXtender Gateway
What Is the TimeXtender Gateway?
The TimeXtender Gateway is a lightweight Windows service installed on your on-premises servers. It connects your local data infrastructure to the cloud-hosted O&DQ service, allowing data to flow without requiring open firewall ports.
Unlike the cloud service, the Gateway is not updated automatically — it must be updated manually on each server where it is installed.
When Is a Gateway Upgrade Needed?
Gateway upgrades are infrequent. Your existing gateway version will typically continue to work after a cloud service upgrade. An update may be required when:
- A new release introduces functionality that depends on a newer gateway version
- A stability fix requires a gateway update
- TimeXtender support specifically advises an upgrade
How to Upgrade the TimeXtender Gateway
Repeat these steps on each server where the gateway is installed:
- Go to login.timextender.com
- Click your name in the upper right corner and select Download TimeXtender Gateway
- Run the downloaded TimeXtender Gateway Installer.msi
- Follow the installation prompts — the installer will stop and replace the existing service
- Verify the gateway service has started successfully after installation
Troubleshooting: Gateway Service Fails to Start (Error 1064)
If the gateway service fails to start after installation and you see Error 1064, this means the previous installation did not shut down cleanly before the new version was installed.
To resolve this:
- Option 1 — Restart the server: A full server restart will clear the stale process, after which the service should start normally.
- Option 2 — Kill the process manually: Open Task Manager on the server, find the gateway process, end it, then start the gateway service from the Windows Services panel.
Once the old process is cleared, the new gateway version should start without issues.
3. O&DQ Desktop Application
What Is the O&DQ Desktop Application?
The O&DQ Desktop is the Windows application used to configure and manage your O&DQ environment locally. It is typically used by administrators and power users to set up systems, queries, processes, and data providers.
Automatic Update Prompt
When a new version is available, the O&DQ Desktop will detect this automatically and prompt you to update. In most cases you can follow the on-screen instructions to complete the upgrade.
Manual Download
If the automatic update prompt does not appear, or if you need to install the client on a new machine, download the latest version manually:
- Go to login.timextender.com
- Download the latest O&DQ Desktop installer
- Run the installer on the target machine
For a step-by-step walkthrough, see the support guide: Step-by-step guide to download executables for O&DQ
Summary
| Component | Updated Automatically? | Action Required |
|---|---|---|
| O&DQ Cloud Service | ✅ Yes (phased rollout) | Pause schedules; request early upgrade if needed |
| TimeXtender Gateway | ❌ No | Manually download and install on each server |
| O&DQ Desktop | ⚠️ Prompted automatically | Follow prompt or download from login.timextender.com |
Need Help?
For upgrade assistance, to request an early upgrade, or to troubleshoot gateway issues, contact TimeXtender support at support@timextender.com.
