Service Packs

Upgrade Failure

Sorry, your upgrade failed. Send us the log files for further analysis.

Steps to rollback when the AssetExplorer upgrade fails

In a scenario where the AssetExplorer upgrade fails, it is possible to build a system that is identical to the one prior to the upgrade, provided a backup was taken. The backup could either be manual, initiated before the upgrade process, or it could be system prompted, during the upgrade process.

Refer to the link below to know more about backups and how they are stored in AssetExplorer:

https://www.manageengine.com/products/asset-explorer/faq-general-modules.html

Please follow the instructions below to restore AssetExplorer to its previous version.

Instructions on how to restore AssetExplorer:

  1. If you have AssetExplorer and the database installed in the same virtual server, then a snapshot taken just before the upgrade can be used to restore AssetExplorer to its previous version.
  2. In case the above step is not applicable, the previous build should be re-installed and then the backup file be restored. You can download the respective build from the following location: >http://archives.manageengine.com/asset-explorer/
  3. Before installing the build, rename the existing AssetExplorer installation folder to AssetExplorer_OLD. This is important to ensure that the new installation doesn't overwrite the existing one.
    Note: The installation process first uninstalls the existing setup. So, you may need to run it a second time to successfully install the application.
  4. Locate the backup file that was taken manually before the upgrade process from this folder: [your drive]:\ManageEngine\AssetExplorer\backup. If the name of the backup file contains "fullbackup", it will have the database information and attachments. If it doesn't, it's a trimmed backup which contains the database information alone. Trimmed Backups are stored in this folder: [your drive]:\ManageEngine\AssetExplorer\trimmedbackup.Either of these can be used to restore the database. The time stamp on the backup files should be checked to ensure that the correct file is restored.
  5. For a MySQL or PgSQL database, skip the next step and move to step 7.
  6. If the database used is MSSQL, the existing database for AssetExplorer in the SQL server (By default the database will be named 'assetexplorer') should be deleted. Once that's done, the changeDBServer.bat/sh script found in the /bin folder should be run to enter the MSSQL settings and to test the connection and save it. After the settings are successfully saved, start and stop AssetExplorer [Only after the application is restarted, the database tables get created in the SQL server]. Skip the next step.
  7. Start the AssetExplorer application and make sure you are able to login using the default username, password. Then stop the application.
  8. Run restoreData.bat/sh script and choose the backup file you identified in step 4. Once the restore is complete, a dialog pops up saying the data restore is successful and you can click the 'Close' button to exit. https://www.manageengine.com/products/asset-explorer/faq-general-modules.html
  9. Start the application and make sure your data is intact.

Note:
Uninstalling a successfully installed patch is not supported.

If you've taken a snapshot of the application server and the database server before the upgrade, please restore the snapshot of both the servers.

It would be of great help if you can send us the log files from the failed setup that will help us identify the root cause of the failure and in turn help us improve the upgrade tool. You could send the  found in  [your drive]:\ManageEngine\AssetExplorer\server\default\log folder to assetexplorer-support@manageengine.com

What Next:

Once we receive the log files, we will analyze them and give you an update on the guidelines to successfully complete the upgrade process.

For any further assistance, send an email to our support team at assetexplorer-support@manageengine.com with your contact information or you could call us at +1 408 916 9300.

For Easy & Effective Asset Management trusted by