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Troubleshooting Guide for Cisco WebEx Meetings Server Release 2.7

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Troubleshooting Guide for Cisco WebEx Meetings Server Release 2.7

Chapter Title

Upgrade, Update, and Expansion Issues

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Updated:
May 25, 2017

Chapter: Upgrade, Update, and Expansion Issues

Upgrade, Update, and Expansion Issues

This section includes troubleshooting topics about upgrades, updates, and expansions.

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. Problem    The drive status does not progress past Connecting.
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 Administration 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. Solution    In addition, it might be necessary to close and reopen the vSphere client.

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.
Problem    Some changes require system restart or exit from Maintenance Mode. A virtual machine is experiencing issues.
Solution    Finish the change to the system and exit Maintenance Mode prior to the update. Make sure all virtual machines are reachable and in good (green) state.

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 Meeting Server Planning Guide at http:/​/​www.cisco.com/​c/​en/​us/​support/​conferencing/​webex-meetings-server/​products-installation-and-configuration-guides-list.html 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.

Update Failed an NTP Verification Check

Problem    CWMS update fails with an error message indicating that the verification failed or the system is not in a good state for updating.
Possible Cause    NTP might not be running on all UCS hosts.
Solution    Shutdown all virtual machines on the hosts. Configure the NTP server on the UCS hosts under Configuration > Time Configuration. We recommend that you select Start and Stop with Host under the NTP server settings. When the NTP configuration is complete, power on the virtual machines. Solution    (See also NTP-Provisioned Time out of Sync on Virtual Machines.)

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.

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