Internal Server Error Received After Starting Update
Problem
After starting an update, there is an update in-progress pop up page that appears. During the update you receive the following error message: "Internal Server Error (HTTP request /maintenanceLock/unlock)."
Possible Cause
The Administration Web application server receives an internal error that interrupted the update.
Solution
Restart all your virtual machines gracefully by using Shut Down Guest on each virtual machine using the vSphere client. Then power on all virtual machines. Check that the Administration Dashboard shows that the version is updated. If so, your update was successful and you can take your system out of maintenance mode and continue. Otherwise, please contact technical support for further assistance.
No Confirmation Message Received After Performing an Update
Problem
After the update in-progress pop up page appears, there is no message indicating whether the update was successful or failed. Instead, you are directed to the Administration site sign-in page and the Administration Dashboard shows the old version.
Possible Cause
An Administration Web application server HTTP session timeout has occurred or your HTTP session was disconnected.
Solution
Check your virtual machine console window for the update status. If there is an error, the console window tells you which phase the error occurred in: validation, database preparation, repository preparation, system update, or the update package archive phase. Restart all your virtual machines gracefully by using Shut Down Guest on each virtual machine using the vSphere client. Then power on all virtual machines. Check that the Administration Dashboard shows that the version is updated. If so, your update was successful and you can take your system out of maintenance mode and continue. Otherwise, please contact technical support for further assistance.
Unable to Connect to ISO Image in the CD/DVD Drive
Problem
During an update attempt, the system is unable to connect to the ISO image on a CD/DVD drive.
Possible Cause
You might be attempting to connect to the wrong virtual machine or the connection is slow (possibly caused by activity in VMware vCenter).
Solution
Connect the ISO image by using the vSphere client. Check that the ISO image is connected to the correct virtual machine. The Administration site displays the hostname of the virtual machine. Make sure it matches. It is typically the primary Admin virtual machine unless you are updating a high-availability system that is not yet attached to a primary system. If the CD/DVD drive status is Connecting, wait until it is finished.
Update Completes but System Updated Message or Restart Button Fails to Appear
Problem
The update completes successfully, but you do not see a System Updated message or a Restart button.
Solution
Check your virtual machine console window for the update status. If there is an error, the console window tells you which phase the error occurred in: validation, database preparation, repository preparation, system update, or update package archive.
Update Failure
Problem
Your update fails.
Possible Cause
A connection issue occurs (a network glitch, input/output problem, or another issue for your Internet Reverse Proxy) or one or more virtual machines is not accessible.
Solution
Check the virtual machine console window for the update status. If there is an error, the console window tells you which phase the error occurred in: validation, database preparation, repository preparation, system update, or the update package archive phase.
Solution
Collect logs: /opt/log/upgrade/*, /opt/log/webadmin/*, and so forth.
Solution
Roll back all virtual machines to the backup version taken before you attempted your update and retry the update.
Update System Process is Stuck
Problem
The update process is stuck at "Updating system..." for an hour or more.
Possible Cause
Your ISO package is unable to get placed in the datastore and the vSphere client is experiencing a slow network connection.
Possible Cause
Your system is experiencing slow disk input/output or congested input/output on the datastore. Too many hosts are connecting to and accessing the same datastore or disk array.
Solution
Check your virtual machine console window for the update status. If there is an error, the console window tells you which phase the error occurred in: validation, database preparation, repository preparation, system update, or the update package archive phase.
Solution
Roll back your update, put your ISO in the datastore or, if your administration virtual machine's CD/DVD drive is connecting locally using the vSphere client, then be sure the vSphere client has a local hardwire connection into your company's Intranet (not over VPN).
Solution
Roll back your update, migrate your virtual machine to a new datastore, and retry your update.
Upgrade Button Grayed Out
Problem
The System page on your Administration site does not have an Upgrade button or the button is grayed out.
Possible Cause
You are attempting an update, upgrade, or expansion on the high-availability Administration site instead of the primary system Administration site.
Solution
Make sure your primary administration virtual machine is powered on. Sign out from the Administration site, start a new browser session and sign in again. If the issue persists, make sure your primary administration process is still working.
Expansion Fails
Problem
Your expansion attempt fails.
Possible Cause
A data file on your system might be corrupted.
Solution
Check your log file to see if an error or other problem appears on it. Roll back your existing system. Reinstall a new system, or roll back a new system if VMware snapshots were taken or disaster recovery was configured after OVA installation, and then retry the expansion.
Upgrade Credentials are Incorrect
Problem
While attempting an automatic upgrade, the original system administrator login, or the vCenter credentials, or both were found to be incorrect.
Possible Cause
The upgrade process does not have an authenticated connection
that includes the vCenter credentials so that it can perform pre-checks before beginning an
upgrade.
Solution
Enter the correct credentials and continue the upgrade.
Solution
Connect to the original system Admin dashboard and login. If the attempts fail, you might be asked to reset the password or
authenticate with a CAPTCHA (Completely Automated Public Turing test to tell Computers and Humans Apart). Once the login credentials are validated on the
original system, retry the
upgrade with the corrected credentials.
If the vCenter credentials fail multiple times, contact the vCenter administrator to verify the credentials before retrying the upgrade.
Upgrade and Original Admin VMs Not on the Same ESXi
Problem
The original and the upgraded Admin virtual machines are not on
the same ESXI host.
Possible Cause
The upgrade Admin virtual machine was not deployed on the same ESXi
host as the original Admin virtual machine.
Solution
Delete any virtual machines created by the upgrade. Start the upgrade from the beginning placing both virtual machines on the same ESXi; do not attempt to continue the upgrade process.
Upgrade and Original Admin VMs Not On the Same Subnet
Problem
The original and the upgraded Admin virtual machines are not on
the same subnet.
Possible Cause
The upgrade Admin virtual machine was not deployed on the same subnet as the original Admin virtual machine.
Solution
Delete any virtual machines created by the upgrade. Start the upgrade from the beginning with both systems on the same subnet; do not attempt to continue the upgrade process.
Upgrade System has Snapshots
Problem
Upgraded system has snapshots.
Possible Cause
Failed to transfer archived data, because at least one virtual machine vCenter snapshot exists.
Solution
Delete all the snapshots on all upgraded system virtual machines and continue.
Upgrade to Incorrect Version Attempted
Problem
Attempt to upgrade to an incorrect version.
Note
The error message might indicate a connection failure.
Possible Cause
Attempted an upgrade to the wrong version.
Possible Cause
Attempted to upgrade to the wrong type of system, such as attempting to upgrade an Audio Encrypted (AE) system with an Audio Unencrypted (AU) image or vice versa.
Possible Cause
Attempted to perform an upgrade while
expanding the system.
Possible Cause
Attempted an upgrade with
system redeployment that is not supported for this version.
Possible Cause
Chosen upgrade path is not supported.
Solution
Upgrade to the correct version.
Upgrade Original HA System Connection Failure
Attempting to connect to the original High Availability Admin.
Note
The error message might indicate a mismatch version instead of
a connection failure.
Possible Cause
The original High Availability system is up.
Possible Cause
For a Manual Upgrade, the original system might not be shut down.
Possible Cause
For Automatic Upgrade, the original system
was brought up after the upgrade process shutdown that system.
Solution
Bring down the original High Availability system and continue the upgrade.
Upgrade Failed to get Data
Problem
The attempt to get data from the original system failed.
Possible Cause
Multiple attempts to perform Prepare For Upgrade on the original system.
Possible Cause
The deployment data could not be validated.
Possible Cause
Deployment data initialization failed.
Possible Cause
Unable to complete archiving data on original system.
Possible Cause
An error occurred while transferring archived data to the upgrade
system.
Possible Cause
Unable to complete the validation of archived data.
Solution
Exit Maintenance Mode on the original system and after that system is in a normal state, retry the upgrade.
Solution
Re-enter the Admin URL and continue the upgrade.
Upgrade Failed Disk Space Check
Problem
Disk space check failed.
Possible Cause
Not enough disk space to deploy the virtual machines during automatic upgrade. Sufficient disk space to support the upgrade must be available on each of the
datastores that are used by the original system. For each virtual machine, the upgrade system
automatically uses the same datastores as the original system.
Solution
Provision sufficient disk space and retry the upgrade.
(See the Cisco WebEx Server System
Requirements or the Cisco WebEx Server Planning Guide for details.)
Upgrade Failed to Join Virtual Machines
Problem
Joining the virtual machines failed.
Possible Cause
One or more of the virtual machine checks, such as power up, version, type, size, or state, failed.
Solution
Correct the issue and continue the upgrade.
Upgrade Virtual Machine Disk Failed
Problem
The VMware Virtual Machine Disk Format (VMDK) failed.
Possible Cause
The VMDK failed.
Solution
Keep the Admin virtual machine powered off. Delete the
VMDK files from the upgrade Admin virtual machine and replace them with the
corresponding files from the original Admin virtual machine.
Continue with the upgrade.
Upgrade System Size Mismatch
Problem
The size of the original system and the size of the upgraded system does not match.
Possible Cause
The system size of the upgraded system does not match the size of the original system.
Solution
In the vCenter, power down the upgrade Admin virtual machine and delete it.
Redeploy the OVA and select the upgrade Admin virtual machine for the
correct size.
Original System Size Changed During Upgrade
Problem
The size of the original system has been changed since the start of the Automatic Upgrade process.
Possible Cause
Changes were made to the original system after the Auto-Upgrade process
was initiated.
Solution
Remove the virtual machines of the upgrade system and
start the Automatic Upgrade process from the beginning.
Upgrade Session In Progress
Problem
An upgrade session is already in progress.
Solution
The browser automatically refreshes and displays the current
status.
Failed to Connect to the Original Admin Site
Problem
During an upgrade, failed to connect to the original Admin site.
Possible Cause
The original system might be in a transient state.
Solution
Verify that the original system is in healthy state and then retry the automatic upgrade.
Original System Admin URL Changed during Upgrade
Problem
The Admin URL of the original system has changed since the start of the Automatic Upgrade process.
Possible Cause
Changes were made to the original system after the Auto-Upgrade process
was initiated.
Solution
Remove the virtual machines of the upgrade system and
start the Automatic Upgrade process from the beginning.
Original System Site URL Changed during Upgrade
Problem
The Site URL of the original system has changed since the start of the Automatic Upgrade process.
Possible Cause
Changes were made to the original system after the Auto-Upgrade process
was initiated.
Solution
Remove the virtual machines of the upgrade system and
start the Automatic Upgrade process from the beginning.
Original System Version Changed During Upgrade
Problem
The version of the original system has been changed since the start of the Automatic Upgrade process.
Possible Cause
Changes were made to the original system after the Auto-Upgrade process
was initiated.
Solution
Remove the virtual machines of the upgrade system and
start the Automatic Upgrade process from the beginning.