NSX upgrade fails with error message "Error executing upgrade step ‘{“error_code”: 36372, “error_message”: “Error in getting the status of the upgrade task with taskid ‘get_support_info’ has output ‘’ and error ‘’.”, “module_name”: “node-service”}’"

Products

• VMware NSX

Issue/Introduction

• NSX Upgrade is being performed
• One or more of the Managers may upgrade successfully
• On the failed node(s), the /var/log/upgrade-coordinator/upgrade-coordinator.log file contains log lines similar to:

  2026-03-13T02:38:30.740Z  INFO http-nio-127.0.0.1-7442-exec-5 UpgradeCoordinatorFacadeImpl 46161 SYSTEM [nsx@4413 comp="nsx-manager" level="INFO" subcomp="upgrade-coordinator"] Got upgrade summary systemVersion: 4.2.2.1.0.24765084, status: IN_PROGRESS, targetVersion: 9.0.2.0.25150386, ucVersion: 9.0.2.0.25150388, upgradeBundleFileName: null
2026-03-13T02:38:34.670Z ERROR Thread-12 MPClusterUpgradeServiceImpl 46161 SYSTEM [nsx@4413 comp="nsx-manager" errorCode="MP30447" level="ERROR" subcomp="upgrade-coordinator"] Exception invoking playbook.
com.vmware.nsx.management.upgrade.rpcframework.UcRestRpcException: org.springframework.web.client.HttpServerErrorException$InternalServerError: 500 Internal Server Error: "{"error_code": 36580, "error_message": "Error proxying request to: 4d2b1f42-####-####-####-4b3ad64dc192.", "module_name": "node-services"}"
        at com.vmware.nsx.management.upgrade.rpcframework.UcRestClient.reportException(UcRestClient.java:292) ~[libuc-core.jar:?]
        at com.vmware.nsx.management.upgrade.rpcframework.UcRestClient.sendPostRequestToNAPI(UcRestClient.java:631) ~[libuc-core.jar:?]
        at com.vmware.nsx.management.upgrade.plugin.mp.service.MPClusterUpgradeServiceImpl.invokePlaybook(MPClusterUpgradeServiceImpl.java:534) ~[libnsx-upgrade-plugins.jar:?]
        at com.vmware.nsx.management.upgrade.plugin.mp.service.MPRollingUpgradeServiceImpl.invokeMPUpgradePlaybook(MPRollingUpgradeServiceImpl.java:1536) ~[libnsx-upgrade-plugins.jar:?]
        at com.vmware.nsx.management.upgrade.plugin.mp.service.MPRollingUpgradeServiceImpl.lambda$0(MPRollingUpgradeServiceImpl.java:1518) ~[libnsx-upgrade-plugins.jar:?]
        at java.lang.Thread.run(Unknown Source) ~[?:?]
Caused by: org.springframework.web.client.HttpServerErrorException$InternalServerError: 500 Internal Server Error: "{"error_code": 36580, "error_message": "Error proxying request to: 4d2b1f42-####-####-####-4b3ad64dc192.", "module_name": "node-services"}"
        at org.springframework.web.client.HttpServerErrorException.create(HttpServerErrorException.java:100) ~[spring-web-5.3.34.jar:5.3.34]
        at org.springframework.web.client.DefaultResponseErrorHandler.handleError(DefaultResponseErrorHandler.java:170) ~[spring-web-5.3.34.jar:5.3.34]
        at org.springframework.web.client.DefaultResponseErrorHandler.handleError(DefaultResponseErrorHandler.java:122) ~[spring-web-5.3.34.jar:5.3.34]
        at org.springframework.web.client.ResponseErrorHandler.handleError(ResponseErrorHandler.java:63) ~[spring-web-5.3.34.jar:5.3.34]
        at org.springframework.web.client.RestTemplate.handleResponse(RestTemplate.java:825) ~[spring-web-5.3.34.jar:5.3.34]
        at org.springframework.web.client.RestTemplate.doExecute(RestTemplate.java:783) ~[spring-web-5.3.34.jar:5.3.34]
        at com.vmware.nsx.management.upgrade.rpcframework.LoggingRestTemplate.doExecute(LoggingRestTemplate.java:95) ~[libuc-core.jar:?]
        at org.springframework.web.client.RestTemplate.execute(RestTemplate.java:717) ~[spring-web-5.3.34.jar:5.3.34]
        at org.springframework.web.client.RestTemplate.exchange(RestTemplate.java:608) ~[spring-web-5.3.34.jar:5.3.34]
        at com.vmware.nsx.management.common.rest.RestRequestImpl.createEntityAndExchange(RestRequestImpl.java:54) ~[librest-util.jar:?]
        at com.vmware.nsx.management.common.rest.RestRequestImpl.doPost(RestRequestImpl.java:67) ~[librest-util.jar:?]
        at com.vmware.nsx.management.upgrade.rpcframework.UcRestClient.sendPostRequestToNAPI(UcRestClient.java:627) ~[libuc-core.jar:?]
        ... 4 more
2026-03-13T02:38:34.670Z  INFO Thread-12 MPRollingUpgradeServiceImpl 46161 SYSTEM [nsx@4413 comp="nsx-manager" level="INFO" subcomp="upgrade-coordinator"] Playbook start response for node 4d2b1f42-####-####-####-4b3ad64dc192 is [UC] Error in rest call. url= /api/v1/cluster/4d2b1f42-####-####-####-4b3ad64dc192/node/upgrade/performtask?action=execute , method= POST , response= {"error_code": 36580, "error_message": "Error proxying request to: 4d2b1f42-####-####-####-4b3ad64dc192.", "module_name": "node-services"} , error= 500 Internal Server Error: "{"error_code": 36580, "error_message": "Error proxying request to: 4d2b1f42-####-####-####-4b3ad64dc192.", "module_name": "node-services"}" .

• Running the get upgrade progress-status via the NSX Manager admin CLI returns:
  

  Error executing upgrade step ‘{“error_code”: 36372, "error_message": "Error in getting the status of the upgrade task with taskid 'get_support_info' has output '' and error ''.", "module_name": "node-service"}'



• The file resume-upgrade.log file may be missing from /var/log/ folder on the affected NSX Manager node.

Environment

• VMware NSX
• VCF

Cause

The required nub file VMware-NSX-unified-appliance-<nsx_upgrade_to_version_number>.nub that should be located in /var/vmware/nsx/file-store is missing from this directory.

Resolution

The necessary file may be found in /repository/<nsx_upgrade_to_version_number>/Manager/nub. 

1. SSH into the affected NSX Manager as the root user.
2. Change directories to the location holding the nub file

   # cd /repository/<nsx_upgrade_to_version_number>/Manager/nub

3. Verify the required file is present:
   

   # ls -lah

4. Copy the required nub file to the desired location
   

   # cp VMware-NSX-unified-appliance-<nsx_upgrade_to_version_number>.nub /var/vmware/nsx/file-store

5. Enter admin cli 

   # su admin

6. Verify the upgrade bundle is intact and complete
   

   # verify upgrade-bundle <bundle-name>


7. The final output will look similar to

   

8. Validate the correct playbooks are inside the upgrade bundle. The desired bundle us usually the VMware-NSX-manager-<upgrade-version>-rolling-upgrade-playbook. 
   # get upgrade-bundle playbooks
   

   

9. Validate the upgrade playbook has all the necessary steps
   

   # get upgrade-bundle <bundle-name> playbook <playbook-name>
   

10. Retry the upgrade from the NSX GUI.