Upgrade from EEM 8.2 to EEM 8.4

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Article ID: 50526

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Products

DIRECTORY EMBEDDED ENTITLEMENTS MGR CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER CA Service Management - Service Desk Manager CA Workload Automation AE - Business Agents (AutoSys) CA Workload Automation AE - Scheduler (AutoSys) CA Workload Automation Agent CA Process Automation Base

Issue/Introduction

Description:

This document covers the possible solutions in case of an error while upgrading from EEM 8.2 (with Ingres) to EEM 8.4 (without Ingres)

Possible Error Messages during a unsuccessful upgrade:

Could not migrate CA Directory to the latest version - Fatal error during installation.
Failed to uninstall caller id 'CA iTechnology iPoz'.

Cannot delete Iglkdata: It is being used by another person or program.
Close any programs that might be using the file and try again

Solution:

In case of any of the above error message being encountered during upgrade from EEM 8.2.x to EEM 8.4.x, follow the below procedure

  • Stop iGateway - This can be achieved either from the Services.msc or using the command line "net stop igateway"

    • Go to Start -> run --> type "services.msc"

    • Locate the "iTechnology iGateway" service

    • Right click on the service name and select stop.

  • Stop Ingres - This can be achieved from the Services.msc

    Stop Ingres (follow below steps)

    • Go to Start -> Run -> services.msc

    • Stop the Ingres Intelligent Database [EI] Service

    • A pop-up will come up regarding the 2 following dependent services needing to be stopped:

      eTrust Directory - iTechPoz-<name of machine>
      eTrust Directory - iTechPoz-<name of machine>-Router

    • Click on the Yes button

    • After completing this step, close the Windows Services dialog

    • Next open a command prompt, and execute "ingstop" this will stop if any other Ingress related process.

    • To verify if Ingress is shutdown successfully, please verify the "%II_SYSTEM%\ingres\files\memory" folder, this should be empty.

  • Re-run the EEM 8.4.x installer to continue with the upgrade process

    In case the aboce does not help with the upgrade, do perform the steps below.

  • Reboot the server/machine which needs to be upgraded

  • Make sure that no web browsers are running/open.

  • Make sure that iGateway service is not running, if running stop it / kill it

    • To stop follow the steps described above

    • To Kill the iGateway process

      • Go to Start -> Run -> taskmgr.exe -> Click the Processes tab

        -> Click igateway.exe process -> Click End Process button.

      • Close the Windows Task Manager.

  • Stop Ingress as described above

  • Start the upgrade process (execute the EEM 8.4.x installer)

Environment

Release:
Component: ETEIAM