> Documentation > Deployment > Upgrades and Updates > CommCell Environment Upgrades

Upgrades - Troubleshooting

Table of Contents

General

Archiving Agents

DB2 and Oracle

CommServe

Media Management

Microsoft SQL Server

Remote Upgrade

UPG0003: Upgrade may fail with Microsoft SQL Server installation error (Unable to locate log file)

Symptom

You might receive the following error during the upgrade of a Commvault package that uses the Microsoft SQL Server software:

Setup failed to locate the log file associated with the silent install of MSSQL at location. <C:>\Program Files\Microsoft SQL Server\110\SetupBootstrap\Log\Summary.txt
Resolution

  1. Click OK to close the error prompt. This will abort the upgrade program.

  2. Reboot your computer.

  3. Resume the upgrade by running Setup.exe. The upgrade program will automatically resume from the point it was aborted.

UPG0004: DB2 Online Backup Fails with SQL2428N error After Upgrading Commvault

Symptom

The following error message is received when an online backup is performed.

SQL2428N The BACKUP did not complete because one or more of the requested log files could not be retrieved

Resolution

The DB2 Services need to be restarted to clear the API information cached by the db2logmgr process. After the restart, retry the backup.

UPG0005: Upgrade fails with an invalid drive error

Symptom

You may receive the following error message while upgrading the clients to the current version:

 
Error 1327. Invalid Drive: <Drive>
Cause

During the upgrade operation, the Windows installer verifies whether the profile directory is accessible while performing the MSI installation. The upgrade operation will fail if the profile directory is not accessible.

Resolution

Make sure that the profile directory is accessible, and then start the upgrade operation.

For more information, refer to the Microsoft Knowledge Base article http://support.microsoft.com/kb/327763.

Common Remote Upgrade Failures on UNIX Clients

Use the following steps to troubleshoot remote upgrade failures:

  1. View the logs in the following location:

    • If the upgrade was stopped forcefully, the logs are located in /tmp/.gxsetup

    • Otherwise the logs are normally located at /var/log/ContentStore/Log_Files/

  2. Determine the problem, such as:

    Issue

    Resolution

    Client could not connect to the CommServe

    Check the network connectivity between CommServe and the client computer.

    • Login into client computer.

    • Navigate to /opt/ContentStore/Base

    • Run the following command: 

       
      # ./cvping CommServe_host_name**port_number

    • If you are unable to connect:

      • Login to CommServe computer

      • Navigate to C:\WINDOWS\system32\drivers\etc folder

      • Add IP address and Fully Qualified Domain name of client computer in the hosts file.

        After resolving the above issue, ensure that the client is registered in the CommCell Console.

    If the client failed halfway through and you need to restart the upgrade

    • Navigate to /opt/CVPackages/10/Unix directory and launch silent install by running the following command: 

      ./silent_install -upgrade Instance###

    • After resolving the above issue, ensure that the client is registered in the CommCell Console.

    Current installation has issues and cannot be upgraded

    • Login into client computer

    • Run ./cvpkgrm and uninstall the current instance.

    • Make sure CommvaultRegistry is not available under /etc folder.

    • Install the software using the CommCell Console. For more information, see Installing Commvault Software Remotely Using the CommCell Console.

      After resolving the above issue, ensure that the client is registered in the CommCell Console.

    You are unable to determine the problem and require a cleanup

    • Delete the Commvault install directory.

    • Delete logs directory located at /var/log/ContentStore.

    • Remove the registry using the following command: 

      rm –rf /etc/CommVaultRegistry

    • Kill Commvault processes. For example CVD and cvmountd processes

    • Remove port allocation in /etc/services. For example, search for CVD or 8400, 8402

    • Install the software. If the client hostname is not modified the client will be reinstalled or upgraded in the Console

      After resolving the above issue, ensure that the client is registered in the CommCell Console.

Common Remote Upgrade Failures on Windows Clients

Symptom

An automatic upgrade of a client can fail for several reasons. If a client's status is listed as Failed, the Reason for Job Delay field and/or Event Viewer will display the reason for failure.

If the reason for failure is one of the following, automatic upgrade can be rescheduled after resolving the error.

  • cache directory is corrupt

  • network failure

  • reboot option was not selected

  • client does not have the required updates

  • job is pending

All other failures indicate that the upgrade must be manually completed via the client.

Resolution

  1. Log on to the client and manually resume the upgrade.

  2. From the client machine, open the Command Line Interface, go to the directory where the Commvault software is installed, and then go to the Base folder.

  3. Run the following command:

    Qinstaller.exe /setup

  4. Follow the prompts to resume the upgrade.

Detecting failed component installations during a Remote upgrade

Symptom

The upgrade succeeds with following error message: 

Commvault software was upgraded to (<version number>) on the following computer(s). 
Upgrade failed. Prior <software> installation has not fully completed on this remote computer.
Cause

When the remote upgrade detects pending registry keys to be renamed as a result of a failed installation of a component.

Resolution

  1. Click Finish.

  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.

Error removing the software installation directory

Symptom

The upgrade fails with the following error message: 

 
Setup could not remove the <Software Installation Directory> folder: <Software Installation Path>. Please manually remove this folder.
Cause

One of the files within the Commvault installation directory may be open.

Resolution

  1. Click OK to the error prompt. This will abort the upgrade program.

  2. Navigate to the software installation directory and delete it.

  3. Resume the upgrade by running the Setup.exe. The upgrade program will automatically resume from the point it was aborted.

In a cluster, upgrade failed to retrieve the instance name of the active node

Symptom

The upgrade fails with the following error message: 

Failed to get instance name from active node.
Cause

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

Resolution

  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.

Failed to rename the Oracle DLL file

Symptom

The upgrade fails with following error message: 

Setup failed to rename ORASBT.DLL on remote client.
Cause

The upgrade program failed to rename the ORASBT.DLL file on the remote client.

Resolution

Manually rename or delete occurrences of ORASBT.DLL within the SYSTEM PATH environment variable and continue installation locally.

Troubleshooting - MongoDB upgrade failure

Symptom

MongoDB upgrade fails on Windows 2008 R2 computer with the following error message in the InstallMongoDB.log file: 

2020-04-11T00:21:56.275-0400 I CONTROL  ***** SERVER RESTARTED *****
2020-04-11T00:21:56.650-0400 I CONTROL  Hotfix KB2731284 or later update is not installed, will zero-out data files
Cause

The computer is missing Windows OS hotfixes.

Resolution

Install the latest Windows OS updates on the computer.

Reboot or log off requirements during the upgrade

During the upgrade process, you may be asked to reboot or log off the computer. Identify the prompt in the list below, and see its corresponding resolution:

Prompt 1
<Software> Setup has detected that a reboot is required before continuing this installation. 
 Would you like Setup to reboot your computer now?

Resolution:

Perform the following steps:

  • Click Reboot Now to restart the computer.

  • When the computer restarts, use the same user account to log on to the computer.

The upgrade program will automatically resume when you log back on.

Prompt 2
<Software> Setup has detected that a few security privileges were not set for the current user. These administrative privileges have been successfully granted. But in order that these administrative privileges take effect, a log-off is required. 
Would you like Setup to log-off your computer now?

Resolution:

Log off and then log back on using the same user account. The upgrade program will automatically resume.

The following rights are necessary for performing the upgrade:

  • Right to increase quotas

  • Right to act as part of the operating system

  • Right to replace a process level token

Prompt 3
<Software> Setup has detected that a few security privileges were not set for the current user. These administrative privileges have been successfully granted. But in order that these administrative privileges take effect, a log-off is required. Setup also recommends (although not necessary) that you reboot this computer before continuing the installation. 
 Press the 'Log Off' or the 'Reboot Now' button to continue. <Software> Setup will resume automatically.

Resolution:

If the option to log off is displayed with the Reboot Now option, the upgrade program may have assigned the necessary rights to your account to perform the upgrade, and also found files that need to be replaced.

We recommend you to reboot the computer at this point. The upgrade program will automatically resume after the reboot.

SQL Server services fail to start

Symptom

The upgrade fails with the following error message: 

MSSQLServer service failed to start. You can continue with the installation by starting the service manually from the control panel and then pressing Yes. Otherwise, press No to exit the installation.
Cause

You may see the error message when you reboot the system, after applying the Microsoft SQL Server Service Pack. The error is triggered because the SQL Server service fails to start or is in the process of getting started.

Resolution

  1. Once the SQL Server services are up and running, click Yes to continue.

  2. If the SQL Server services fails to start, manually start the services and then click Yes to continue with the upgrade.

SQL Server service pack upgrade failed

Symptom

The upgrade fails with following error message: 

Silent install of Microsoft SQL Server Service Pack 2 for the Software Database Engine failed. Please read the SQL log file located under the Windows folder 'Hotfix\Hotfix log' for more information. 
Setup requires that Microsoft SQL Server Service Pack 2 be installed. 
If the problem persists, try installing it independently or contact your software provider for assistance.
Cause

When the SQL Server Service Pack upgrade fails during the CommServe database upgrade.

Resolution

  1. Click OK and exit the upgrade.

  2. Resume the upgrade process.

SQL Server upgrade fails due to Security Policy settings

Symptom

The SQL Server upgrade fails with following error message: 

The current Security Policy setting for 'Minimum password length' is greater than 8 characters. The upgrade program for SQL Server 2005 requires this to be 8 characters or less, otherwise it will fail. Please temporarily lower 'Minimum password length' to 8 characters, then resume the upgrade. After the SQL is upgraded, you can change the setting back to the original value.
Cause

The local security policy settings of the CommServe database does not comply with the Microsoft SQL Server upgrade.

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

Resolution

  1. Click OK to exit 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.

Unfinished upgrade on a remote client

Symptom

The upgrade fails with the following error message:

Prior Commvault installation has not fully completed on this remote client. Please resume installation locally on this remote client.
Cause

File(s) or folder(s) within the Commvault installation directory may be open on the remote client computer.

Resolution

Verify that all the file(s)/folder(s) are closed in the software installation directory and then re-run the upgrade (locally or remotely).

Upgrade failed due to CommServe database files residing in the software installation path

Symptom

The upgrade fails with the following error message:

Setup determined that the CommServe Database path is located inside the <software install path>. Setup needs to delete the <software install path> as part of the Upgrade process. You must first move the CommServe Database path using SQL Enterprise Manager before you can continue the Upgrade.
Cause

The CommServe database files are located in the Commvault installation directory.

Resolution

  1. Click OK to the error prompt. This will abort the upgrade program.

  2. Stop the services on the CommServe computer. (See Stopping a Service on Windows for step-by-step instructions.)

  3. Open SQL Server Management Studio and detach the database using the following steps:

    • Right click the CommServe 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 Server Management Studio attach the database to this new location using the following steps:

    • Right click the CommServe database.

    • Select All Tasks and then Attach Database.

    • Select sqladmin_cv as the owner of database.

  6. Start the services. (See Starting a Service 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.

Upgrade failed due to running an application on a remote client

Symptom

The upgrade fails with the following error message:

Setup detected that <application name> is running. 
To continue with this installation session, Setup requires this application be closed. 
Close <application name> and click YES to continue or click NO to exit.
Cause

Application window is open in the remote client computer.

Resolution

Close the application window and then re-run the upgrade (remotely or locally).

Upgrade Failed due to communication problems between the CommServe and remote client

Symptom

The upgrade fails with following error messages:

Error Message 1:

Upgrade failed. No response during time out.

Error Message 2:

Unable to verify connectivity with the CommServe.
Cause

There may be a communication failure between the CommServe and the client computer.

Resolution

  • Check your network to see if the client computer is accessible. For more information, refer to Client Connectivity.

  • Verify that the services are running in both the CommServe and the client computers.

Upgrade failed due to an open software file or folder on the remote client

Symptom

The upgrade fails with the following error message:

Failed to delete the ContentStore folder.
Cause

Application window is open in the remote client computer.

Resolution

Close the application window and then re-run the upgrade (remotely or locally).

Upgrade failed due to incorrect password for SQL Server SA user

Symptom

During the CommServe upgrade, the software asks for the password of the 'sa' SQL Server user in order to proceed with the upgrade. If you provide an invalid password, the upgrade fails with the following error message: 

The installation could not verify the password of the SQL user.
Resolution

If you do not remember the password of the 'sa' user, you can reset the password as follows:

  1. Open the Microsoft SQL Server Management Studio.

  2. In the Connect to Server dialog box, select Windows Authentication from the Authentication box to log on to the SQL Server using your Windows credentials.

  3. From the Object Explorer pane, navigate to <Server Instance>and expand Security | Logins.

  4. Right-click sa and then click Properties.

  5. In the Login Properties - sa dialog box, specify a new password in the Password and Confirm password check boxes.

  6. Click OK and close the Microsoft SQL Server Management Studio.

  7. Resume the CommServe upgrade and specify the new password in the SQL User Password page of the wizard.

Upgrade failed due to insufficient disk space

Symptom

The upgrade fails with the following error message: 

There is not enough space on the disk.
Cause

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 Commvault installation directory is located.

Resolution

  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 installation directory. Disk space requirements are listed in System Requirements.

  3. Re-run the upgrade.

Upgrade failed due to insufficient privileges

Symptom

The upgrade fails with the following error message: 

Error 1303. The installer has insufficient privileges to access this directory: <Software Install path>. The installation cannot continue. Log on as administrator or contact your system administrator.
Cause

Some programs or services such as IIS might be running in the background.

Resolution

  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.

Upgrade failed due to VC++ Runtime Library version

Symptom

Following error message appears while upgrading the software: 

The following applications should be closed before continuing the install.

After you click the Ignore button, then the upgrade fails again with the following error message:

Setup failed to install Visual C++ Runtime Libraries. Refer to CommvaultInstallerLog.txt for more information.
Cause

The upgrade program detects an earlier version of Microsoft VC++ Redistributables.

Resolution

Reboot the machine and resume the upgrade process.

Upgrade failed due to running Oracle services in the remote client

Symptom

The upgrade of the Oracle agent fails with following error message: 

Setup failed to stop Oracle Services.
Cause

Oracle services could not be automatically stopped by the upgrade program.

Resolution

Stop the Oracle services manually and continue the upgrade locally.

Upgrade failed on HP-UX 11.31 clients with Python error

Symptom

The upgrade of an HP-UX 11I v3 (11.31) client fails with the following Python error message: 

File "/updatebuild/11.0/Build80_SP6/cxunix/libraries/python/hp11.23-ia64/lib/python2.7/site-packages/cx_Freeze/initscripts/Console.py", line 27, in             <module>       
 File "source/install.py", line 6, in <module>       
               File "source/gxlibrary/__init__.py", line 2, in <module>        
                 OSError: [Errno 72] Value too large to be stored in data type
Cause

The hostname of the client exceeds eight characters and the following kernel parameters are set to 1:

  • expanded_note_host_names

  • uname_eoverflow

Resolution

Set the kernel parameters to 0 by using the following commands:

# kctune expanded_node_host_names=0
 # kctune uname_eoverflow=0

Upgrade fails when performed from mapped network drives

Symptom

The upgrade fails with following error message: 

Setup failed to copy the specified upgrade script files to the install location. Refer to CommvaultInstallerLog.txt for more information.
Cause

The software upgrade was performed using a mapped network drive, and the computer was rebooted during the upgrade process. Subsequently, after resuming the upgrade, the mapped network drive was different than the drive that was used prior to the reboot.

Resolution

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

  2. Resume the upgrade process.

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