Title: Error when updating JS Helpdeks Plugins
Last modified: December 3, 2021

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# Error when updating JS Helpdeks Plugins

 *  Resolved [RichyVN](https://wordpress.org/support/users/richyvn/)
 * (@richyvn)
 * [4 years, 6 months ago](https://wordpress.org/support/topic/error-when-updating-helpdeks-js-plugins/)
 * When i try to update the js helpdesk plugins I get an error message saying:
    **
   PCLZIP_ERR_BAD_FORMAT (-10) : Unable to find End of Central Dir Record signature**
 * Also in the Dashboard -> System errors -> there is an error popping up:
    **pluginupdatecheck
   case returned error**
 * Can anyone help me out here?
 * Its with all 26 JS helpdesk plugins btw! N
    All other plugins are fine and can
   be updated without nay problems.
 * Regards
    -  This topic was modified 4 years, 6 months ago by [RichyVN](https://wordpress.org/support/users/richyvn/).
    -  This topic was modified 4 years, 6 months ago by [RichyVN](https://wordpress.org/support/users/richyvn/).

Viewing 2 replies - 1 through 2 (of 2 total)

 *  Moderator [Jan Dembowski](https://wordpress.org/support/users/jdembowski/)
 * (@jdembowski)
 * Forum Moderator and Brute Squad
 * [4 years, 6 months ago](https://wordpress.org/support/topic/error-when-updating-helpdeks-js-plugins/#post-15113748)
 * [@rabilal](https://wordpress.org/support/users/rabilal/) While I know you have
   the best of intentions, it’s forum policy that you _not_ ask users for admin 
   or server access. Users on the forums aren’t your customers, they’re your open
   source collaborators, and requesting that kind of access can put you and them
   at high risk.
 * If they _are_ paying customers (such as people who bought a premium service/product
   from you) then by all means, direct them to your official customer support system.
   But in all other cases, you need to help them here on the forums.
 * Thankfully are other ways to get information you need:
    - Ask the user to install the [Health Check plugin](https://wordpress.org/support/plugin/health-check/)
      and get the data that way.
    - Ask for a link to the [http://pastebin.com/](http://pastebin.com/) or [https://gist.github.com](https://gist.github.com)
      log of the user’s web server error log.
    - Ask the user to create and post a link to their `phpinfo();` output.
    - Walk the user through [enabling WP_DEBUG and how to log that output to a file and how to share that file.](https://wordpress.org/support/article/debugging-in-wordpress/)
    - Walk the user through basic troubleshooting steps such and disabling all other
      plugins, clear their cache and cookies and try again (the Health Check plugin
      can do this without impacting any site vistors).
    - Ask the user for the step-by-step directions on how they can reproduce the
      problem.
 * You get the idea.
 * We know volunteer support is not easy, and this guideline can feel needlessly
   restrictive. It’s actually there to protect you as much as end users. Should 
   their site be hacked or have any issues after you accessed it, you could be held
   legally liable for damages. In addition, it’s difficult for end users to know
   the difference between helpful developers and people with malicious intentions.
   Because of that, we rely on plugin developers and long-standing volunteers (like
   you) to help us and uphold this particular guideline.
 * When you help users _here_ and in public, you also help the next person with 
   the same problem. They’ll be able to read the debugging and solution and educate
   themselves. That’s how we get the next generation of developers.
 *  Thread Starter [RichyVN](https://wordpress.org/support/users/richyvn/)
 * (@richyvn)
 * [4 years, 6 months ago](https://wordpress.org/support/topic/error-when-updating-helpdeks-js-plugins/#post-15116883)
 * Problem is solved. It was caused by the renewal of the plugin. It needed the 
   new license key.
 * Regards
    Richard

Viewing 2 replies - 1 through 2 (of 2 total)

The topic ‘Error when updating JS Helpdeks Plugins’ is closed to new replies.

 * ![](https://ps.w.org/js-support-ticket/assets/icon-128x128.png?rev=3337825)
 * [JS Help Desk – AI-Powered Support & Ticketing System](https://wordpress.org/plugins/js-support-ticket/)
 * [Frequently Asked Questions](https://wordpress.org/plugins/js-support-ticket/#faq)
 * [Support Threads](https://wordpress.org/support/plugin/js-support-ticket/)
 * [Active Topics](https://wordpress.org/support/plugin/js-support-ticket/active/)
 * [Unresolved Topics](https://wordpress.org/support/plugin/js-support-ticket/unresolved/)
 * [Reviews](https://wordpress.org/support/plugin/js-support-ticket/reviews/)

## Tags

 * [errors](https://wordpress.org/support/topic-tag/errors/)
 * [Updates](https://wordpress.org/support/topic-tag/updates/)

 * 2 replies
 * 2 participants
 * Last reply from: [RichyVN](https://wordpress.org/support/users/richyvn/)
 * Last activity: [4 years, 6 months ago](https://wordpress.org/support/topic/error-when-updating-helpdeks-js-plugins/#post-15116883)
 * Status: resolved