When upgrading to 23.4, a "Failed to stop monitors" error occurs

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

When running the upgrade preparation stage of the 23.4 upgrade, the following error occurs:

"Failed to stop monitors running in the DX Unified Infrastructure Management Server instance."

The installation log states only that:

"INSTALLATION WAS CANCELLED BY USER DURING PRE-INSTALLATION"

Environment

UIM 20.4.x -> 23.4.0

Cause

The upgrade disables all monitoring probe, but at least one monitoring probe wasn't stopping quickly and a timeout occurred. 

Resolution

• Check the running probes in IM and processes in task manager.
  • Only the hub, hdb, controller, spooler, and distsrv probe should be running (showing green in IM).  The installation disables the other probes.
  • Kill any other UIM processes as they should not be running.
• After confirming that no remaining processes are running, restart the upgrade.  It should move past this error as these probes are already stopped.