UI Server does not start after upgrade

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

We have upgraded SOI from 3.2 CUM3 to 4.0. The manager and one of the UI servers have come up successfully post upgrade. However, one of the other UI server services are not starting post upgrade. It says the file specified does not exist. I tried installing SOI again on this machine and while the installation completes successfully, the services do not start.

Environment

SOI 3.3 & 4.0Windows 2008

Resolution

The cause for this issue is the file "\SOI\SamUI\webapps\sam\server-config.xml" has empty values for SOI Manager host and other details. So, it seems like Upgrade failed for some reason. Please follow these steps to fix this issue...

Option 1)

1. Stop SOI UI Services
2. Copy "\SOI\SamUI\webapps\sam\server-config.xml" from working SOI UI machine and update this file with correct SOI Manager details
3. Start SOI UI Services

Option 2)

1. Uninstall SOI UI
2. Delete SOI entry from Registry (HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CA\SAM)
3. Rename or delete "C:\Program Files X(86)\.Zero G Registry" folder (this is an hidden folder, so need to adjust folder settings to view)
4. Run "sc del 'CA SAM UI Server' " from command prompt to delete the service from services console
5. Install SOI UI, since Zero G Registry folder is removed(or renamed), installer would prompt for SOI Manager details