Updates and Service Packs - Troubleshooting

Table of Contents
  • USP0001: Service Pack Install on the CommServe Software Cache Directory Fails
  • USP0002: Update Install on the Client Computer Fails
  • USP0003: Service Pack and Updates Installation Fails due to Conflicting Diagnostic Updates
  • USP0004: Service Pack Failed to Install on a CommCell Environment with SQL Server 2012 (SP1)
  • USP0005: Failed to Install Updates and Service Packs through the CommCell Console on a Recently Upgraded Cluster Client

USP0001: Service Pack Install on the CommServe Software Cache Directory Fails

Symptom 1

The service pack install on the CommServe Software Cache directory fails due to changing the CommServe Software Cache location.

Resolution 1

Make sure to delete the CommServe Cache contents present in the old location before you proceed to change the cache location.

For steps on deleting the CommServe Cache contents, see Deleting Cache Contents.

Symptom 2

The service pack install on the CommServe Software Cache directory fails due to an earlier incomplete or failed install of the service pack.

Resolution 2

Make sure to delete the CommServe Cache contents of the incomplete install before you proceed with another service pack install.

For steps on deleting the CommServe Cache contents, see Deleting Cache Contents.

USP0002: Update Install on the Client Computer Fails

Symptom 1

The installation of an update on a client fails with the following error message:

Client was skipped because updates for this client require a reboot. Re-submit the job.

If you are installing a driver update and the computer does not reboot automatically, then the update install will fail.

Resolution 1

Make sure to select the Reboot Client check box in the Install Updates Options dialog box and then resubmit the job. This ensures that the CommServe/MediaAgent/client automatically reboots after the updates are installed.

Symptom 2

The installation of an update on a client fails with the following error message:

Failed - Conflicting with hotfix or diagnostic updates. If you want conflicting hotfix or diagnostic update to uninstall automatically before installing new updates, please resubmit the job with 'Automatically Uninstall Conflicting Hotfix or Diagnostic Update' checkbox selected.

If there are diagnostic updates conflicting with the new updates installed, then the update install will fail.

Resolution 2

Make sure to select the Automatically Uninstall Conflicting Hotfix or Diagnostic Update check box in the Install Updates Options dialog box and then resubmit the job. This ensures that the existing conflicting diagnostic updates are uninstalled automatically from the computer before installing the new updates.

USP0003: Service Pack and Updates Installation Fails due to Conflicting Diagnostic Updates

Symptom

By default in the current release, while installing service pack or updates from the CommCell Console, conflicting diagnostic updates will not be uninstalled automatically unless you select the Automatically Uninstall Conflicting Hotfix or Diagnostic Update check box. If you install any service pack or updates without selecting this option, and if the update job fails due to conflicting diagnostic updates, then the following message is displayed.

"Conflicting with diagnostic updates. If you want conflicting diagnostic updates to uninstall automatically before installing new updates, please resubmit the job with 'Automatically Uninstall Conflicting Hotfix or Diagnostic update' checkbox selected."

Resolution

In such a case, you are required to resubmit the job by selecting the Automatically Uninstall Conflicting Hotfix or Diagnostic Update check box in the Install Updates Options dialog box.

USP0004: Service Pack Failed to Install on a CommCell Environment with SQL Server 2012 (SP1)

Symptom

If your CommServe database is running SQL Server 2012 (SP1), the service pack installation might fail, displaying the following error in the logs:

UpdateFilesAndRegistry failed. Error []

The service pack failure occurs when the Cumulative Update Package 3 is not installed on the SQL Server. Due to the missing cumulative update, some Windows registry hives become abnormally large, which makes the service pack installation fail to update the registry values.

Resolution

  1. Compress the Windows registry hives that became large. For instructions, see the Microsoft KB article: How to Compress "Bloated" Registry Hives.
  2. Install the Cumulative Update Package 3 on the SQL Server.
  3. Retry the Simpana service pack installation.

USP0005: Failed to Install Updates and Service Packs through the CommCell Console on a Recently Upgraded Cluster Client

Symptom

In previous SnapProtect versions, you could install agents directly on the virtual node of the cluster. Starting SnapProtect version 10, agents must be always installed on physical nodes.

After upgrading a cluster environment, if some agents were directly installed on virtual nodes, you might not be able to successfully install updates and service packs on the cluster client from the CommCell Console. The updates for those agents installed on virtual nodes will fail to be installed.

Resolution

Install the agents on the physical node from the CommCell Console. After the agents are installed, retry to install the updates on the cluster client.