Backup Tomcat Error when Upgrading Japersoft from 6.4.x to 7.1.1

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

While upgrading Jaspersoft from 6.4 to 7.1.1 Installation Fails

Environment

Release : 17.X

Component : JASPERSOFT REPORTS FOR SERVICE MANAGEMENT

Cause

An error regarding backing up Tomcat is seen in the logs:

2021-08-08 01:06:55 INFO  ComponentInstall:240 - copy tomcat is bundled flag is true 
2021-08-08 01:06:55 DEBUG ReadProperties:64 - Property Value: copying tomcat
2021-08-08 01:06:55 INFO  ComponentInstall:292 - Taking backup for the tomcat directory
2021-08-08 01:07:17 ERROR ComponentInstall:305 - Error in backup tomcat
2021-08-08 01:07:17 DEBUG ProgressThread:88 - Error code from component install is: 1
2021-08-08 01:07:17 DEBUG ProgressThread:90 - Getting the error codes list from CABIInstallException object
2021-08-08 01:07:17 ERROR CABIUtil:109 - ErrorCode : 19033   ErrorMessage : 
2021-08-08 01:07:17 INFO  ProgressThread:93 - Error code is: 19033
2021-08-08 01:07:17 DEBUG ProgressThread:95 - Error key is: ERROR_JASPERSERVER_INSTALL
2021-08-08 01:07:17 DEBUG ProgressThread:97 - Error message is: Error while installing CA Business Intelligence
2021-08-08 01:07:17 INFO  ProgressThread:103 - 1
2021-08-08 01:07:58 DEBUG RollBackInstallation:98 - Getting the error codes list from CABIInstallException object
2021-08-08 01:07:58 DEBUG RollBackInstallation:104 - Error code occured during the installation is: 19033
2021-08-08 01:07:58 INFO  RollBackInstallation:141 - Starting rollback operation
2021-08-08 01:07:58 INFO  RollBackInstallation:143 - error code is: 19033
2021-08-08 01:07:58 ERROR RollBackInstallation:159 - $INSTALLER_TYPE$ : Upgrade
2021-08-08 01:07:58 ERROR RollBackInstallation:160 - ------------------Rollback Upgrade----------------------

Resolution

The following steps were taken

• Customer was stuck at 11% of installation, the backup folder was renamed and then removed the folder Read Only permissions 
• Failed at 35% where there was a db error that jasperdb was present in their availability group. The JasperDB was then removed from the availability group.
• Finally the upgrade went successfully without any issues/errors. Customer validated some of their earlier reports as well.

Additional Information

If error code 1933 is seen, please ensure Antivirus is off.