Upgrade fails at 30% Starting Server: Failed to communicate with "probe 'controller'

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)
• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)
• DX Unified Infrastructure Management (Nimsoft / UIM)
• Unified Infrastructure Management for Mainframe

Issue/Introduction

This KB Article provides a solution and workaround if the UIM Installer / Upgrade fails at 30% "Starting server ..."

UIM Upgrade fails at 30% Starting Server: Failed to communicate with "probe 'controller' in the allotted time"

or

"nametoip failed: (80) Session error, Unable to open a client session for 10.xxx.xx.xx:48000: Connection refused: connect"

Symptoms of this issue are as follows: 

1. The controller log file on the primary hub system will display errors similar to the following: 

3280 [Thread-45]  - Waiting for 'controller' probe to respond.
DEBUG pds.PDSController:send:177 [Thread-45]  - Sending 'nametoip' with sid: null, timeout: 30000
WARN  probe.ProbeController:waitForResponse:245 [Thread-45]  - nametoip failed: (80) Session error, Unable to open a client session for XX.XX.XXX.XX:48000: Connection refused: connect

WARN  probe.ProbeController:waitForResponse:245 [Thread-45]  - nametoip failed: (80) Session error, Unable to open a client session for XX.XX.XXX.XX:48000: Connection refused: connect
ERROR probe.ProbeController:waitForResponse:256 [Thread-45]  - Failed to communicate with probe 'controller' in the allotted time.
ERROR impl.UIMServerConfigureController:run:477 [Thread-45]  - NimException caught
(6) permission denied, Failed to communicate with probe 'controller' in the allotted time of 300 secs.

2. The UIM Installer will fail at 30%: 

Installation failure details can be found in the UIM install log at-> .../tmp/ca_uim/uimserver_ia_install.log

Environment

Release : 20.3

Component : INSTALLATION

Resolution

This problem suggests that there is an application or process on the Primary Hub system which is locking files or folders within the Nimsoft directory. 

Most likely an AV type software.

If unable to locate the application or process, and if the Windows Folder Security for the Nimsoft directory looks fine, you can implement the following workaround: 

1. Deactivate the primary hub controller service (nimsoft robot watcher server). 

2. Open the robot.cfg -> and within the setup section add the following key and value: 

    reset_folder_acls = no

3. Save the changes and restart the nimsoft service, after this re-run the installation.