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EEM upgrade from 12.51 CR03 to 12.51 CR05 failed during its configuration backup


Article ID: 5397


Updated On:


CA Spectrum DX NetOps


I have integrated Spectrum with EEM environment. I plan to upgrade Spectrum 10.2 and understand that based on Integration Compatibility matrix I need to upgrade EEM to EEM 12.51 CR05. I was upgrading EEM 12.51 CR03 ( to 12.51 CR05 ( and encountered upgrade failure during EEM configuration backup. Error dialog with the following message appeared.

Backup Failed: Failed to take backup of existing installation

If I open a DOS prompt and go to %TEMP% directory, eiam-install.log file shows the following Java exception:

<date_time> ERROR iGateway - iGateway service shutdown returned 2
<date_time> FATAL iGateway - Failed to stop iGateway server. iGateway stop returned 2
<date_time> FATAL BackupAction - Exception occurred during backup
java.lang.Exception: Failed to stop iGateway server
at com.zerog.ia.installer.actions.CustomAction.installSelf(Unknown Source)
at com.zerog.ia.installer.InstallablePiece.install(Unknown Source)
at com.zerog.ia.installer.InstallablePiece.install(Unknown Source)
at com.zerog.ia.installer.GhostDirectory.install(Unknown Source)
at com.zerog.ia.installer.InstallablePiece.install(Unknown Source)
at com.zerog.ia.installer.Installer.install(Unknown Source)
at Source)
at com.zerog.ia.installer.actions.ProgressPanelAction$ Source)



EEM installer expects iGateway service was running during the upgrade. As iGateway service was stopped the installer's attempt to stop the service failed and caused this error.


EEM 12.51 CR05 ( on Windows 64bit


Ensure existing EEM Server is running before upgrade.

  1. Go to Windows Services panel and start CA iTechnology iGateway 4.7 service

  2. On DOS prompt run the following command
            dxserver start all

  3. And then rerun the upgrade (execute EEMServer_12.51.5.24_win64.exe again)