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

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)
• CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)
• CA Unified Infrastructure Management SaaS (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 or higher CUs

Cause

The upgrade disables all monitoring probes, 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.

• Note that in some cases if the distsrv is red and you cannot deactivate it, you may have to stop the Nimsoft service in Windows services and then click to continue the Upgrade Preparation phase to get past the issue.