Upgrade fails with Access Denied

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

Upgrade fails after database upgrade part has started with error:

4/22/19 7:19 PM (ExecTask)
4/22/19 7:19 PM (ExecTask) Access is denied.
4/22/19 7:19 PM (ExecTask) Failed to install content pack. ID: clarityContent: exec returned: 5
4/22/19 7:19 PM (ExecTask) Failed to install content pack. ID: clarityContent: exec returned: 5
4/22/19 7:19 PM (ExecTask) Error occurred: $clarity\META-INF\content\xog\clarityContent\install.xml:246: exec returned: 5
4/22/19 7:19 PM (ExecTask) Check admin.log or use -verbose for more information.
4/22/19 7:19 PM (ExecTask) ERROR: Upgrade failed for tenant
 

Environment

Release: Any Supported Release

Resolution

Access is Denied is usually an indication of a permission issue or a configuration issue with the server.

Workaround for WINDOWS:

1. Rollback
2. Make sure you grant full permissions to the user you are running the upgrade with, and the one that is set up to start the service to $clarity, $java_home and $tomcat folders.
3. The user used to run the upgrade has to have not only full access for Clarity folder also to create a folder (i.e. if Clarity is in C:\Clarity, you need full access for C:\ as well
4. Always open the command prompt as Run as Administrator
5. Reboot the server
6. Restart the upgrade

Additional Information

Note: Sometimes this also happens when permissions are very tight on this server, we recommend loosening them up for the upgrade or use an Administrator account