Upgrade issues for Infrastructure Management

Restoring the earlier version of TrueSight Infrastructure Management server if the upgrade fails

When you upgrade the TrueSight Infrastructure Management server to TrueSight Infrastructure Management, the installer automatically backs up the installation and configuration files of the earlier TrueSight Infrastructure Management installation in the <installation directory>11.x.x folder, where x is the version number from which you are upgrading. For example, TrueSight11.3.xx

Similarly, when you upgrade from ProactiveNet 9.6.00.002 to TrueSight Infrastructure Management 11.3.xx, the installer automatically backs up the installation and configuration files in the <installation directory>9.6.x  folder. For example, ProactiveNet9.6.00.002.

However, the SAP SQL Anywhere and Cell database files are not copied into the folder. BMC recommends that you back up the SAP SQL Anywhere and Cell database files before upgrading the TrueSight Infrastructure Management server. For information about backing up the SAP SQL Anywhere database and the cell configuration files, see Preparing-to-upgrade-Infrastructure-Management.

If the upgrade fails, complete the following tasks to restore the last working version of TrueSight Management Server:

1. Make sure all the processes are stopped.
2. Rename the current <installation directory>  folder to <installation directory>_bad.
3. Rename <installation directory>11.3.xx folder to <installation directory>.
   For example, rename TrueSight11.3.xx to TrueSight.
4. Perform the following tasks:
   • Copy the SAP SQL Anywhere and cell database files that you backed up earlier.
   • Ensure that system environment variables such as BMC_PROACTIVENET_HOME, MCELL_HOME, and point to the renamed folder.
   • In the renamed folder, copy the BPPMServerInstalledConfiguration.xml file that you backed up before starting the upgrade process.
   • Remove the upgrade entry from the ProductRegistry.xml file. Ensure that the file contains the correct entry of the previously installed version.
   • For Windows, ensure that the registry entry points to the renamed folder, and it contains the correct entry of the previously installed version
      HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\BPPMServer

TrueSight Infrastructure Management upgrade process stops abruptly due to locked files

On a Windows computer, upgrading TrueSight Infrastructure Management in certain situations can stop abruptly due to file lock issues. It could happen in certain situations including cell not restarted before the upgrade. Try these solutions as applicable.

Solution#1: Perform the following steps:

1. Click  Start  >  Task Manager or Microsoft System Internal’s ProcessExplorer tool.
2. Find the process (handle) that has acquired lock.
3. Stop the process to release the lock.
4. Check that there are no locked processes or files due to an inbound or outbound remote machine access. 
   If there are any, stop those processes or close those files.
5. (Optional) Proceed to Solution#2only if you find the system process has acquired lock on the TrueSight Infrastructure Management installation folder. If this is not the case, proceed to next step.
6. From the Installer UI, click Back and click Proceed.
   If the upgrade works, you can skip Solution#2.

Solution#2: Perform the following steps only if:

• The above solution does not work.
• The system process has acquired lock on the installation folder.
• You have a snapshot of your existing TrueSight Infrastructure Management that can be restored.

1. Restore TrueSight Infrastructure Management to the earlier version from the snapshot. For more information, see restoring to an earlier version.
2. Restart the TrueSight Infrastructure Management server.
3. Rerun the upgrade.

Solution#3: Perform the following steps only if the above two solutions do not work:

1. Click  Start  > Run , type  regedit , and click  OK .
2. Locate and click the HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\BPPMServer registry key.

3. In the right pane, locate all the values that contain TrueSight Infrastructure Management as part of the installation directory path (in the data) and modify them to remove the TrueSight Infrastructure Management reference.

   Example

   Suppose the InstallLocation value displays the data as C:\Program Files\BMC Software\TrueSight11.3.x, in this scenario, modify the InstallLocation value to display the data as C:\Program Files\BMC Software\TrueSight.

4. Delete the TrueSight 11.3.x folder.
5. Run the pw system stop command to stop the TrueSight Infrastructure Management server.
6. Rerun the upgrade.

A java.lang.NumberFormatException appears after upgrade

Explanation:
The pw\custom\pronet.conf file does not end with a new line.

User Response:
Open the pw\custom\pronet.conf file, and add a new line at the end. (Press Enter.)

Reusing customized local actions after upgrading

Explanation:
You can reuse customized local actions after upgrading TrueSight Infrastructure Management server.

User Response:
You can reuse customized local actions by completing one of the following procedures:
Procedure 1

1. Extract the localactions.jar file from the location to which you copied it during the upgrade.
2. Open the LocalAction.xml file and copy all customized local actions to installationDirectory\tomcat\webapps\localaction\localactions.jar. When copying customized local actions, replace all the <Role> tags with the <UserGroup> tag. Change the values of roles to groups because from this version of TrueSight Infrastructure Management, permission to access any local action depends on user groups.
3. Run the pw system start command to restart the TrueSight Infrastructure Management server.
   
   Procedure 2
   1. Backup the localactions.jar file from the installationDirectory\tomcat\webapps\localaction.
   
   2. Copy the localactions.jar file from the location to which you copied it during the upgrade, and save it in the inatallationDirectory\tomcat\webapps\localaction location.
   
   3. Open installationDirectory\custom\conf\pronet.conf and add the following property: collectorPermissionBasedOn=2
   
   4. Run the following command on the client system to delete the .jar files related to the earlier versions of local actions:
   javaws -viewer

Validation error message as 'More swap space required'

Explanation:

During upgrade, the installer validates the swap space and if there is less swap space as compared to the recommended space, the installer throws the validation error message as 'More swap space required'.

User Response:
Increase the swap space and run the upgrade again. For more information, refer the following documentation:

• (Windows) Microsoft Windows

• (Linux) Red Hat Enterprise Linux

Integration Service is stopped after the TrueSight Infrastructure Management installation

When the TrueSight Infrastructure Management server and the Integration Service are installed o n a same Linux computer,  after you upgrade the TrueSight Infrastructure Management  server, the Integration Service is stopped. You must start the Integration Service manually.

While upgrading the TrueSight Infrastructure Management server on Linux, the console displays an exception

When you upgrade TrueSight Infrastructure Management on a Linux computer, the console displays the following exception:

Exception in thread "AWT-EventQueue-0" java.lang.ClassCastException: sun.awt.image.BufImgSurfaceData cannot be cast to sun.java2d.xr.XRSurfaceData
at sun.java2d.xr.XRPMBlitLoops.cacheToTmpSurface(XRPMBlitLoops.java:145)
at sun.java2d.xr.XrSwToPMBlit.Blit(XRPMBlitLoops.java:353)

This exception is displayed due to a known JRE issue. You can ignore it.

JBoss service does not start

Explanation

When you upgrade the TrueSight Infrastructure Management server, the JBoss service does not start.

User response

After upgrading the TrueSight Infrastructure Management server, ping the local host and make sure that it is available. For example, if you are using the IPv6 protocol on Linux, use the ping6 command to make sure that the local host is available.

Cannot log in to TrueSight Infrastructure Management server after upgrade

After you upgrade the TrueSight Infrastructure Management server, you cannot log in. This might happen because after the upgrade, the default realm in the Solution Administrator authorization profile or any other authorization profile is not updated. The default realm remains BMCRealm.

Solution

Update the authorization profile with the default realm, and add the Administrators user group of the default Realm in Remedy Single-Sign On (RSSO).

Cell stops responding after Red Hat Enterprise Linux is upgraded from 7.x to 8.2 on TrueSight Infrastructure Management

Issue

The cell stops responding if you do the following sequence of actions:

1. When you upgrade the Infrastructure Management server running on the Red Hat Enterprise Linux 7.x operating system to TrueSight Infrastructure Management 11.3.04 and later.
2. After you upgrade the Infrastructure Management server, if you upgrade the operating system from Red Hat Enterprise 7.x to 8.2.
   
   

Probable cause

The cell stops responding at the cell initialization process when you run the pw system start command.

Resolution

To fix this issue, replace the mcell binary and mcell.dat with the Red Hat Enterprise Linux 8.2 binaries from the extracted build location. Do the following:

1. Go to the /usr/pw/server/bin directory.

2. Run the following command to copy the latest cell binaries: 

   cp -p <extracted build location>/Linux/TSIMServer/Disk1/files/Linux/mcell* .
3. Restart the Infrastructure Management server.

httpd process does not start after the Infrastructure Management server is upgraded to the current version

Issue

After the Infrastructure Management server is upgraded from version 11.3.01 to 11.3.04 or later, when you run the pw system start command, the server initialization process does not proceed and the httpd process does not start. The following error message is displayed in the tsim_server_install_log.txt file:

Probable cause

The httpd process does not start when you run the pw system start command to initialize the server processes.

Resolution

Do the following to resolve this issue:

1. Install Microsoft Visual C++ Redistributable for Visual Studio 2015, 2017 and 2019 on the computer on which the Infrastructure Management server is running. 

2. Run the following command to restart the Infrastructure Management server. 

   pw system start

TrueSight Infrastructure Management server upgrade completed with warnings

Issue

The TrueSight Infrastructure Management server upgrade to version 11.3.04 completed with the following warning:

Probable cause

The environment variable BMC_PROACTIVENET_HOME was not set in the CLI terminal from where the TrueSight Infrastructure Management server upgrade installer was triggered.

Resolution

To resolve the warnings after the TrueSight Infrastructure Management server upgrade, run the ConfigureCMDBFiles file present at the following directory:

• (Windows) <Installation directory>\pw\pronto\bin\ConfigureCMDBFiles.bat
• (Linux) <Installation directory>/pw/pronto/bin/ConfigureCMDBFiles.sh

Error while executing pw p l command

When you execute the pw p l or pw system status command, the following error is displayed on the command prompt. 

Probable cause

The setup_env.sh file gets corrupted after TrueSight Infrastructure Management upgrade. The highlighted section in the following example shows contents of the corrupted setup_env.sh file:

Example:

export MCELL_HOME 
*) PATH="$MCELL_HOME/bin:$PATH" ;;
MANPATH="$MCELL_HOME/man:/usr/share/man:/usr/man"
MANPATH="$MCELL_HOME/man:$MANPATH" 
export MANPATH

Workaround

Correct contents of the setup_env.sh file by using the following sequence of commands:

Remote Cell upgrade fails during silent installation

When you try to silently upgrade TrueSight Infrastructure Management, the Remote Cell upgrade fails and the following error is displayed:

Exception: [Validation error],Detail=[Migrated KB version does not match with current installer version. 

Solution

1. Open the<installation directory>/bmc_tsim_is_upgrade.options file.
2. Change the value of the NEW_VERSION parameter as shown below:
   NEW_VERSION=11.3.07
3. Save the bmc_tsim_is_upgrade options file and run the upgrade again.

Upgrade with the Oracle RAC fails

The TrueSight Infrastructure Management upgrade with the Oracle RAC fails and one of the following errors is displayed:

• Exception: java.sql.SQLRecoverableException: IO Error: The Network Adapter could not establish the connection
• Exception: Exception in reEstablishConn -->Exception -->ORA-01017: invalid username/password; logon denied

Probable cause

The Oracle RAC details might have changed in the earlier version of TrueSight Infrastructure Management.

Solution

In the /opt/bmc/TrueSight/BPPMnstalledConfiguration.xml file, update the Oracle RAC details and run the upgrade again. Make sure that you encrypt the password.