PAM-CMN-1344: Problem applying the upgrade package

Products

• CA Privileged Access Manager (PAM)

Issue/Introduction

Client is upgrading their CAPAM DEV appliances from 3.4 to 4.0 or 4.1.3 but get this error

Error: PAM-CMN-1344: Problem applying the upgrade package. Details: Wrong db version for PAM version 3.4.0; expected 4.17.0 but found 4.17.0 4.17.0.
Contact support!

The same problem can be observed for an upgrade from 4.0.0 to 4.0.1, if the upgrade to 4.0.0 was from 3.3.X. In that case the message will be:

Error: PAM-CMN-1344: Problem applying the upgrade package. Details: Wrong db version for PAM version 4.0.0; expected 4.19.0 but found 4.19.0 4.19.0.
Contact support!

Environment

Release : 3.4.0->4.0.0, or 4.0.0->4.0.1 after direct upgrade from 3.3.X to 4.0.0

Component : PRIVILEGED ACCESS MANAGEMENT

Cause

4.0.0 to 4.0.1: This is due to a duplicate entry in a PAM database table that can exist in PAM instances with a long upgrade history.
4.0 to 4.1.3: We also found for upgrade from 4.0 to 4.1.3 one case where customer have 4 appliances in cluster and only one having the PAM-CMN-1344 error to upgrade. Verified this one that property name DBVersion was only one entry as expected. So no actions on this table and it already showed only one row as expected. So the workaround SQL to remove will not help.

Resolution

4.0 to 4.0.1: Client can either upgrade first to PAM 3.4.1 and then proceed to upgrade to 4.0 

or

Client will need to contact Broadcom Support to have an engineer ssh into the Primary appliance and run the workaround SQL to remove the duplicate.

4.0 to 4.1.3: If all nodes of cluster were upgraded successfully and only one had this issue contact Broadcom Support to have an Engineering ssh into this machine and verify the table system properties by property name DB Version if have duplicate entry. If don't have duplicate entry, deploy new node in 4.1.3, configure license and join to the existing cluster.