Upgrade hangs on "Verifying" during local file upload - Content Analysis

Products

• CAS-VA
• CAS-S200
• CAS-S400
• CAS-S500

Issue/Introduction

This article addresses a known issue where a Content Analysis (CAS) upgrade fails when using the local file upload option. Users typically observe that the process hangs with the Status showing as "In Progress" while the Details remain stuck on "Verifying."

In some environments, logs may trigger the specific error: file:///var/cache/tomcat/temp/system-image.tmp not found. This behavior has been confirmed in 4.1.1.1.

To resolve this, administrators should utilize the System Image Retrieval function. If the "Verifying" hang persists, a reboot of the CA appliance is required to clear hanging processes before re-initiating the Downloading and Copying Images sequence to reach an Installed status.

Resolution

Mandatory: Clear Stuck Upgrade Process

If the status remains stuck in "Verifying," perform these steps to clear the appliance state:

1. Access the Content Analysis (CAS) Command Line Interface (CLI) via SSH or serial console.
2. Enter configuration mode: config t
3. Cancel the current image upload: installed-images cancel
4. Reboot the appliance to clear temporary directories and hanging processes.

Option 1: Management Console (System Image Retrieval)

1. Navigate to the System Image Retrieval function in the management console.
2. Enter the download URL for the desired release (use the Token generated from the Broadcom Support Portal).
3. Monitor the Details field for the following progression:
   • Downloading
   • Verifying
   • Copying Images
4. Confirm success when the status displays as Installed.

Option 2: Command Line Interface (CLI)

1. 1. Generate a download token for the .bcsi image from the Broadcom Support Portal.
   2. From the CLI, load the image directly via URL: # installed-systems load <download_url>
   3. Verify the download and confirm the new version is set for the next boot: # installed-systems view
   4. Restart the appliance to apply the upgrade: # restart

Additional Information

To download Content Analysis releases, navigate to the Broadcom Support Portal and follow the procedures outlined in the technical documentation.

Download Instructions

1. Log in to the Broadcom Support Portal.
2. Select My Downloads from the dashboard.
3. Search for Content Analysis or locate it under the Symantec Security Software division.
4. Select the specific product model from the list (e.g., CAS-S200, CAS-S400, CAS-S500, or CAS-VA).
5. Use the drop-down arrow next to the platform heading to select the required version.
6. Agree to the Terms and Conditions.
7. Choose to generate a download token.

For additional assistance with the download process, refer to the general guide on how to Download Broadcom products and software.

Upgrade Path Verification

Before applying an update, verify you are on a supported pre-upgrade version by reviewing the Content Analysis Release Notes.

To speak with a customer representative or a Support Engineer see Contact Support. Scroll to the bottom of the page and click on your respective region