Troubleshooting Upgrades

• When the regular CommServe upgrade process fails
• To upgrade a 32-bit CommServe installed on a Microsoft Windows x64 platform. (If you are installing the express version on Windows x64 platform, ensure that you use the appropriate disc from the Software Installation Disc for Express version to install the software.)

1. Perform a Disaster Recovery Backup on the CommServe and make sure that the associated disaster recovery folder (SET_XXX folder) is saved and available in a safe location. (See Starting a Disaster Recovery Backup for step-by-step instructions.)
2. From the CommCell Console, open the CommServe Properties and note down the following:
   • CommCell Name
   • CommCell Host Name
   • CommCell components installed on the computer (CommServe, MediaAgent File System iDataAgent, etc.)
3. Uninstall all the components from the CommServe computer.
4. Uninstall the SQL instance (hosting the CommServe Database Engine) and all SQL components from the computer.
5. Install only the CommServe and CommCell Console software.
6. Restore the CommServe database using the CommServe Disaster Recovery Tool. (See Restore a Disaster Recovery Backup for step-by-step instructions.
7. Run the DBUpgrade utility on the CommServe Database Engine. Refer to the Readme file for more information on how to run the tool.  (If you are upgrading a 32-bit CommServe installed on a Microsoft Windows x64 platform, use the x64 version of the tool.)
8. After a successful upgrade, install the other CommCell components in the computer.

Explanation

The CommServe database files are located in the <Software Install> folder.

Action

1. Click OK in the prompt. This will abort the upgrade program.
2. Stop the services on the CommServe computer. (See Stop Services on Windows for step-by-step instructions.)
3. Open SQL Enterprise Manager and detach the database using the following steps:
   • Right click the Commserv database.
   • Select All tasks and then select Detach Database.
4. Create a new directory in another location and copy the database files.
5. In SQL Enterprise Manager attach the database to this new location using the following steps:
   • Right click the Commserv database.
   • Select  All Tasks and then Attach Database.
   • Select sqladmin_cv as the owner of database.
6. Start the services. (See Start Services on Windows for step-by-step instructions.)
7. Resume the upgrade by running Setup.exe. The upgrade program will automatically resume from the point it was aborted.

Explanation

A passive node upgrade is performed before upgrading the active node.

Action

1. Perform the upgrade on the active node first.
2. The upgrade program provides the option to automatically upgrade the passive nodes when the active node is upgraded. You can choose the option to automatically upgrade the passive nodes or manually upgrade the passive nodes after upgrading the active node.

Explanation

One of the files within the <Software Install> folder may be open.

Action

1. Click OK in the prompt. This will abort the upgrade program.
2. Navigate to the <Software Install> folder and delete the folder.
3. Resume the upgrade by running the Setup.exe. The upgrade program will automatically resume from the point it was aborted.

Explanation

The error message may be displayed if there is insufficient disk space in the following locations:

• The location hosting the Operating Systems’ temp directory.
• The location in which the <Software Install> is located.

Action

1. Click Cancel to abort the upgrade.
2. Make sure that you have sufficient disk space on the volumes in which the Operating Systems’ temp directory resides and the < Software Install> directory. Disk space requirements are listed in System Requirements.
3. Re-run the upgrade.

Explanation

The error message may be displayed if there are any programs or services such as IIS running in the background.

Action

1. Close all applications and disable any programs that run automatically, including antivirus, screen savers and system utilities. Some programs, including antivirus software, may be running as a service. Stop and disable all non-essential services. You can re-enable them after the upgrade.
2. Click Retry.

Explanation

When you reboot the system, after applying MSSQL Service Pack, you may see the above message, if the MSSQL Service fails to start or is in the process of getting started.

Action

1. Click Yes to continue, once the MSSQL Server services are up and running.
2. If the MSSQL Server services fails to start, manually start the services and then click Yes to continue with the upgrade.

Explanation

If this message appears, you can select No and continue with upgrades on other servers, however, you must click Yes before you can install or upgrade on this server. The client will not be deconfigured from the CommServe as part of this clean-up process. Once the reinstall completes, all data secured by previous data protection operations will be available for recovery.

Action

1. Click Yes. The software will be unloaded from the server, if it is loaded, and the components on the server will be uninstalled.
2. You will then be directed through a fresh install process of all components.

Explanation

This message will be displayed if the remote upgrade detects pending rename keys as a result of a failed installation of a component.

Action

1. Click Finish on this dialog box.
2. If you know the component that could not be successfully installed, uninstall the component from the Add/Remove Programs from the Windows Control Panel.
3. If you do not know the component that could not be successfully installed, contact Customer Support.

Explanation

This message will be displayed if the SQL Server Service Pack upgrade fails.

Action

1. Click OK and exit the upgrade.
2. Resume the upgrade process.

Explanation

This message will be displayed if SQL 2005 upgrade encounters issues.

Action

Click Ignore and continue with the upgrade.

Explanation

This message may be displayed during CommServe upgrade if one or more agents are installed on the CommServe.

Action

1. Click OK and exit the upgrade.
2. Resume the upgrade process.

Explanation

The software upgrade will fail with this error message if the upgrade process is performed using a mapped network drive and the computer was rebooted during the upgrade process. Subsequently, when the upgrade was resumed, the mapped network drive was different than the drive that was used prior to the reboot.

Action

1. Remap the network drive to the drive letter originally used by the software upgrade program.
2. Resume the upgrade process.

Explanation

This message will be displayed if the upgrade program detects an earlier version of Microsoft VC++ Redistributables.

Action

1. Click Ignore and continue. The upgrade program will then error out saying it failed to upgrade Visual C++ Redistributables. Click OK.
2. Reboot the machine.
3. Resume the upgrade process.

Explanation

This error message may be displayed if the CommCell Server local security policy settings does not comply with MS SQL upgrades.

This error may occur if the local security policy of the CommCell Server has been changed to restrict the passwords to more than 8 characters only. (SQL server upgrade uses internal password of 8 characters.)

Action

1. Click OK to quit the upgrade.
2. Change the Local Security settings to allow passwords of 8 characters or less.
3. Restart the upgrade software and continue with the upgrade.