Troubleshoot VIP Enterprise Gateway LiveUpdate and manual upgrade issues

Products

• VIP Service

Issue/Introduction

Troubleshooting VIP Enterprise Gateway LiveUpdate and manual upgrade failures

Resolution

Prior to upgrading your VIP Enterprise Gateway:

• Run the VIP diagnostic tool and resolve any errors seen in the log: <EG install path>\logs\update.log. 
• Toggle any VIP service off, then back on from the VIP EG console if that service was started manually from the Windows services console or command line.
• Export the VIP Enterprise Gateway settings to a USB drive or other safe location. 

Common causes of upgrade failures:

• Verify the correct upgrade path for your environment.
• Avoid Internet Explorer when Initiating LiveUpdate. Use a modern browser (Firefox, Chrome, Edge, etc).
• Upgrade failures can be seen in the <EG install path>\logs\update.log file. 
• Verify that the operating system is supported by the upgrade version. 
• Update from version 9.9.2 to 9.10.0 failing?
• Symantec Cloud Workload Protection enabled?  
• LiveUpdate uses HTTP port 80 but network rules require HTTPS 443
• LiveUpdate from 9.9.1 to 9.9.2 displays a YES message.
• LiveUpdate components missing from LiveUpdate location
• Syslog servers are configured with invalid settings prior to upgrading.  
• If the VIP Enterprise Gateway is installed on another drive, move the upgrade files to that same drive (e.g., D:\temp)
• Read\write permissions to the VIP Enterprise Gateway installation folder structure is required.
• Rename any existing backup files located in the same installation directory (e.g., C:\Program Files (x86)\Symantec\VIP_Enterprise_Gateway9.9.1.bak). 
• The logged-in user on the server should have local Administrator permissions (Windows), or is logged in as the VIP Enterprise Gateway service account user chosen during the initial installation or root (Linux). This may require logging directly onto the VIP Enterprise Gateway rather than remotely through RDP or Putty.