"... keep forgetting not to use softalicious to upgrade."
Suggestion going forward ...
1. Always .... Always ... run Moodle's Environment check and update the component.
2. Always ... Always ... make a site backup ... which includes code directory, moodledata directory (see * note below), and an SQL dump of the database for the moodle ... found in config.php of code.
* from past postings of Softac issues, user discovered that 'moodledata' was not called same and was actually a hidden directory (begins with a 'dot') some random ascii characters and numbers ending 'data' *located in* the directory for code ... document root (potential security issue if web service is mis-configured/not compat with .htaccess/ or breaks).
Do get the size of that directory.
Reason for getting size ... making a backup of code directory will also backup the hidden data directory. Let's hope your account has space enough and right tool to make a .tar.gz compressed file (better compression than zip - zip being the compression tool offered in many 'panels' ... like cPanel).
If your hosting provider allows ssh to customer space, use it. If your hosting provider allows access to git consider using git to install/update/upgrade moodle.
https://docs.moodle.org/310/en/Git_for_Administrators
By far the best way to install/update/and upgrade a Moodle.
Let's hope ... maybe .... that Brijesh Kothari who appears to be Project Manager for Softac will read/test/address issues by Softac customers such that users can be directed to the ticket system for Softac *first* rather than the 'run around'.
And let's hope Softac improves their software to make it more intelligent so that customers can use it without reservation.
'SoS', Ken