Backup failed: Failed to take backup of existing installation

Products

• CA Service Catalog
• CA Process Automation Base
• CA IT Asset Manager
• CA IT Asset Manager Asset Portfolio Management
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Attempting to upgrade EEM from 12.x (typically 12.6) to 12.7.2.1 using the Service Management 17.5 install media, error encountered states

Backup failed:  Failed to take backup of existing installation

The most recent CA_Embedded_Entitlements_Manager_Install_[datestamp].log file located in [EEM INSTALL LOCATON\uninstall\Logs shows no useful errors.

The install.log located in %TEMP%\casm shows:

DEBUG [AWT-EventQueue-0] [CommonComponentLaunchPage] Run command :cmd /c set JAVA_TOOL_OPTIONS="-Dos.name=Windows 10" && "C:\####\products\EEM\win64\EEMServer_12.7.2.1_win64.exe"

DEBUG [AWT-EventQueue-0] [CommonComponentLaunchPage] In Launcher Current Product .exe path is C:\####\products/EEM/win64/EEMServer_12.7.2.1_win64.exe

ERROR [main] [InstallerUI] Unable to fetch the share folder path

 

The 17.5 Install media was already copied to a local drive per Error "[InstallerUI] Unable to fetch the share folder path" in EEM installation log file

Environment

EEM 12.7.2.1 (upgrade for Service Management 17.5)

Cause

The eiam-install.log located in %TEMP% will show this line:

INFO  BackupAction - Backup up existing installation under C:\Program Files\CA\SC\EmbeddedEntitlementsManager\backup_12.60.6.0
INFO  iGateway - The CA iTechnology iGateway 4.7 service is not started.

More help is available by typing NET HELPMSG 3521.

ERROR iGateway - iGateway service shutdown returned 2
FATAL iGateway - Failed to stop iGateway server. iGateway stop returned 2
FATAL BackupAction - Exception occurred during backup
java.lang.Exception: Failed to stop iGateway server

 

Note:  There are multiple eiam-install.log files referenced.  One will be in the EEM install directory, which is from the original install run, and the one in %TEMP% which is for the upgrade attempt.

Resolution

Start the CA Technology iGateway service and the CA Directory - itechpoz service under Services before re-attempting the EEM upgrade.

Additional Information

Subsequent upgrade attempts may show this error:  Backup directory already exists:  Backup directory [location] already exists.  Please select a new location.

Under such conditions, the directory will likely be empty and can be deleted in order to proceed with the upgrade.