How do I troubleshoot an upgrade of the NRU/NSU image or patch?

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Article ID: 168742

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Updated On:

Products

SSL Visibility Appliance Software

Issue/Introduction

Occasionally an upgrade may fail, or you may think it has failed.  This article describes items that you can check to see if the upgrade was successful or why it has failed.


 

Resolution

WebUI

One way to check the status of the main image and the rescue image (the NSU and NRU respectively) is from the GUI. Click on the <hostname.domain name> menu, and then click Information. There you will see the SSL Appliance Linux Distribution version, which specifies the current NSU version. Several lines below that you will see the SSL Appliance Rescue Software, which shows the NRU version of the software. If you think the table shows an incorrect version, try clearing the browser cache and check the data again.

Logs

Within the downloaded Diagnostics files, in the logs directory you will find a file called dpkg.log.  This file captures information about an upgrade. Here is an example of a clean upgrade using the NRU image for sslv-3.8.5-16-bluecoat.nru.  Notice that the last line confirms that the software has been installed.

2015-08-18 18:01:43 startup archives unpack
2015-08-18 18:01:43 install sslv-nru <none> 3.8.5-16
2015-08-18 18:01:43 status half-installed sslv-nru 3.8.5-16
2015-08-18 18:01:48 status unpacked sslv-nru 3.8.5-16
2015-08-18 18:01:48 status unpacked sslv-nru 3.8.5-16
2015-08-18 18:01:48 startup packages configure
2015-08-18 18:01:48 configure sslv-nru 3.8.5-16 <none>
2015-08-18 18:01:48 status unpacked sslv-nru 3.8.5-16
2015-08-18 18:01:48 status half-configured sslv-nru 3.8.5-16

2015-08-18 18:02:51 status installed sslv-nru 3.8.5-16

For a patch, different binaries are updated so it is not as clean as an NRU.  There may be several lines in the log for the time frame of your upgrade.  Look for a statement with the correct version and confirmed installation.  For example, the following:


2015-08-18 21:13:12 status installed sslv-boot-update 3.8.5-16.

Errors

If you attempt an update from the GUI, you could see the following error message:

Update could not be validated, and will be discarded.

This could be an indication that you attempted to upgrade a Blue Coat appliance with an OEM version of the software or, vice versa.  If this error is received, verify that the type of hardware and the upgrade image are compatible.