Error 'Plugin mysql_native_password is not loaded' during DX NetOps Portal upgrade to 25.4.4

Products

• Network Observability

Issue/Introduction

During an upgrade of the DX NetOps Portal from version 24.3.10 to 25.4.4, the installer fails with a database connection error related to the mysql_native_password plugin.‏‏‎‏‏‎‏‏‎‏‏‎‌‏‏‎

ERROR MESSAGE: "Caused by: java.sql.SQLException: Plugin 'mysql_native_password' is not loaded"

SYMPTOMS:

• Upgrade process completes with errors or fails to open database connections.

• Error "Unable to get user list" appears during password reset attempts.

• MySQL daemon fails to start after manual configuration changes to my.cnf.

• SEVERE: com.ca.im.installanywhere.util.DbMigrateException: Unable to open database connection.

CONTEXT: Occurs during the database migration phase of the DX NetOps Portal upgrade.

IMPACT: Prevents completion of the portal upgrade and blocks user login.

Cause

ROOT CAUSE: The upgrade fails because the installer cannot establish a connection to the database when the 'mysql_native_password' plugin is not explicitly loaded or handled by the MySQL instance during migration.

VERSION NOTES:

• This issue is specifically observed when moving from 24.3.x to 25.4.x releases.

Resolution

PREREQUISITES:

• Root access to the Portal server.

• Valid MySQL root user password.

• Access to the dm.properties file if the root password is unknown.

STEPS:

1. LOCATE ENCRYPTED PASSWORD: If you do not know the MySQL root password, locate the dm.properties file.

   NOTE: The password in this file is encrypted and must be decrypted by Support or using internal tools.

2. CONFIGURE MYSQL NATIVE PASSWORD PLUGIN: Edit the MySQL configuration file to ensure the native password plugin is enabled.

   Path: /etc/my.cnf

   Action: Under the [mysqld] section, add or verify the following line:

   mysql_native_password=ON 

   EXPECTED: File is saved with the new parameters.

3. RESTART MYSQL SERVICE: Restart the daemon to apply configuration changes.

   Command: systemctl restart mysql

   EXPECTED: Service enters 'active' state. 

4. RESET DATABASE PASSWORDS: Run the reset script twice: once to set a dummy password, and once to revert to the preferred password.

   Command: ./reset_mysql_password.sh -pa -na

   EXPECTED: "MySQL database passwords updated successfully" message appears.

5. RERUN UPGRADE: Execute the DX NetOps Portal installer again.

   EXPECTED: Upgrade completes with "Congratulations. DX NetOps Portal has been successfully upgraded" message.

6. AFTER SUCCESSFUL UPGRADE: 
   1. Remove the entry added in step 2.  Further upgrades will not need this.

VERIFY SUCCESS:

• Launch the DX NetOps Portal URL.

• Log in to the Portal successfully.

• Verify version 25.4.4 is displayed in the environment settings.