Upgrade from EEM 8.2 to EEM 8.4

Products

• CA Directory
• 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)
• Workload Automation Agent
• CA Process Automation Base

Issue/Introduction

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

Environment

Release:
Component: ETEIAM

Resolution

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-<MachineName>
    eTrust Directory - iTechPoz-<MachineName>-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 above does not help with the upgrade, do perform the steps below.
  
  
• Reboot the server/machine that 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)