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: CODFSS99000-15.5-PPM SAAS FedRAMP-Sandbox-Small Environment
Component:

Resolution

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

1. Rollback
2. Ensure the user has full access for Clarity folder and to create a folder (i.e. if Clarity is in C:\Clarity, you need full access for C:\ as well
3. Ensure you always open the command prompt as Run as Administrator
4. Sometimes this also happens when permissions are very tight on this server , we recommend loosening them up
5. Reboot the server
6. Restart the upgrade and it should go through