Manual upgrade of ESMC 7.1 to 7.2 failed

[Campbell IT 4]

I attempted to upgrade our ESMC 7.1 server to 7.2 by downloading the installer, running it on the server and choosing "Upgrade All Components". It upgraded SQL Express OK, then it took quite a while on the next step and then failed with a 1603 and 1708 error. Prior tests of this process on a snaphshot copy of our server worked flawlessly.

Any help is appreciated.

[MartinK 378]

Could you please provide installation / msiexec logs if available? If I recall correctly, they should be related in subdirectory of all-in-one installer files. In case previous attempts worked, it might have been some random issue, for example it might have happened that ESMC service was not able to stop in time due to load or current execution status.

Also it failed during ESMC upgrade or different component (AGENT, console) failed?

[Campbell IT 4]

It failed a the ESMC upgrade. I tried to send you a PM with the logs attached, but it said you can't receive messages. How do I securely upload logs to you?

[Campbell IT 4]

I reviewed the logs myself and found these entries:

Error 1921. Service 'ESET Security Management Center Server' (EraServerSvc) could not be stopped. Verify that you have sufficient privileges to stop system services.

Info 1920. Service 'ESET Security Management Center Server' (EraServerSvc) failed to start. Verify that you have sufficient privileges to start system services.

I do have sufficient privileges. Should I manually stop the service before I attempt the upgrade?

Edited June 22, 2020 by Campbell IT

[MartinK 378]

Yes, manually stopping should help. Any chance you are executing some ESMC task in regular intervals? For example long running AD synchronization tasks might interrupt or block shutdown sequence. 

[Campbell IT 4]

3 minutes ago, MartinK said:

Yes, manually stopping should help. Any chance you are executing some ESMC task in regular intervals? For example long running AD synchronization tasks might interrupt or block shutdown sequence. 

The clients are checking in every 5 minutes. AD synchronization only occurs once a day.

[MartinK 378]

1 minute ago, Campbell IT said:

The clients are checking in every 5 minutes. AD synchronization only occurs once a day.

Strange. If you are interested of what is the reason for slow shutdown, I can possible check trace.log from ESMC Server from time when service shutdown was attempted. We are mostlyk seeing this to happen when task are executed or in case ESMC is under higher load, in terms of network connections and received data.

[Campbell IT 4]

13 minutes ago, MartinK said:

Strange. If you are interested of what is the reason for slow shutdown, I can possible check trace.log from ESMC Server from time when service shutdown was attempted. We are mostlyk seeing this to happen when task are executed or in case ESMC is under higher load, in terms of network connections and received data.

How do I send the log to you? It has hostname and IP address info in it, which I do not want to make public.

[MartinK 378]

2 hours ago, Campbell IT said:

How do I send the log to you? It has hostname and IP address info in it, which I do not want to make public.

It should be possible to send me a PM with attached logs.

[Campbell IT 4]

24 minutes ago, MartinK said:

It should be possible to send me a PM with attached logs.

I got a message that I could not send a PM to you. It doesn't matter, though. I was successful with my upgrade after I stopped the EraServerSvc service. Now I get to re-learn how to deploy the Agent.