VIP Enterprise Gateway upgrade is failing the manual upgrade to version 9.10

Products

• VIP Service

Issue/Introduction

Windows VIP Enterprise Gateway on version 9.9.2 or earlier is failing the manual upgrade to 9.10.0.

Automatic update will give an "upgrade in progress..." window, then later returns to the signing page showing the original version.

Environment

VIP Enterprise Gateway

 

Resolution

Whenever possible, create a snapshot before performing the upgrade/(un)install, if virtual.

If an automatic update fails, a manual upgrade is suggested after following these steps to clean up the existing installation. If the files don't exist, skip to the next step:

1. This step is for Windows only: delete the VIP_Enterprise_Gateway folder located at \Program Files\Symantec\. Do not delete the active folder (\Program Files (x86)\Symantec\VIP_Enterprise_Gateway)
2. Rename any files with a BAK extension to BAK_OLD in the current installation directory (example: C:\Program Files (x86)\Symantec\VIP_Enterprise_Gateway9.10.0.bak to VIP_Enterprise_Gateway9.10.0.bak.old)
3. Check Windows Services. If the Symantec VIP EG Live Update service is seen, open an administrator command prompt, navigate to <current EG install Location>\Validation\bin\ folder, then type vsauthremoveserver.exe -servicename vipegLiveUpdateService to remove the LiveUpdate service.
4. Open \Program Files (x86\Symantec\VIP_Enterprise_Gateway\logs and delete any file with update.log in the name. (example: update.log, update.log.2023-03-01, etc)
5. Open \Program Files (x86)\Symantec\VIP_Enterprise_Gateway\Tools folder and delete healthcheck.wrapper.log and onboarding.wrapper.log. (healthcheck.wrapper.log will be recreated automatically if the health check service is running). 
6. Follow the manual upgrade steps below. A new update.log containing upgrade activity will be created. 

• The logged-in user performing this upgrade must have administrator privileges.
• This upgrade process moves your current installation to a new default location (example: C:\Program Files\Symantec\VIP_Enterprise_Gateway). If VIP Enterprise Gateway is installed in a custom location, the upgrade process retains that installation directory.
  • Before you start the upgrade, export your VIP Enterprise Gateway settings using the Export feature of the Configuration Console. See the Symantec VIP Enterprise Gateway Installation and Configuration Guide for
    instructions on using this feature.
  • Download the VIPEG_Upgrade_to_9_10_WINDOWS.zip upgrade file from VIP Manager (Account > Download Files > Enterprise_Gateway > 9.10).
  • Unzip the upgrade file and extract the contents to a temporary location (for example, C:\temp\).
    NOTE: Do not extract the installation files directly onto the root directory. Create a separate temporary directory for these files.
  • Make a backup of the <VIPEG_install_location>\tools\actionScript.jar file.
  • From the temporary directory where you extracted the upgrade file contents, copy the actionScript.jar file to the <VIPEG_install_location>\tools directory.
  • Open an administrator command prompt. Navigate to <VIPEG_install_location>\tools directory, then run the following command from a command prompt. Use quotation marks around the path if the path includes spaces.
    actionscript.bat <temporary_directory> 9.10
  • Your command should appear similar to the following example:
    actionscript.bat "C:\temp\VIPEG_Upgrade_to_9_10_WINDOWS" 9.10
  • The command begins the manual upgrade to VIP Enterprise Gateway to 9.10 and creates a recovery file (VIP_Enterprise_Gateway9.10.bak) in the <VIPEG_install_location> directory.
  • Allow 3-4 minutes for the upgrade to complete successfully. 
  • Log in to the VIP Enterprise Gateway Configuration Console to start all required services. If the upgrade is not complete, a progress message is seen in the console. Wait a few more minutes before trying again. 
  • If the Manual Upgrade steps fail when running the actionscript.bat "C:\temp\VIPEG_Upgrade_to_9_10_WINDOWS" 9.10 a second time has seen success.
  • Manually delete the previous installation folder (example: C:\Program Files (x86)\Symantec\VIP_Enterprise_Gateway).

 

If both automatic and manual upgrades fail, export the configuration data from the current installation, perform a clean installation, then import the data into the new installation. 

1. Export your VIP Enterprise Gateway settings using the Export feature of the Configuration Console. See the Symantec VIP Enterprise Gateway Installation and Configuration Guide for
   instructions. (Important: SSL and VIP Certificates are not included in the backup file. Certificates will need to be imported directly into the new VIP Enterprise Gateway installation)
2. Ensure you have the SSL cert in pkcs12 format(usually p12 or pfx extension) and the passphrase to decrypt the private key.
3. Download VIPEG 9.10 installation file onto the server.
4. Uninstall the current VIPEG. Browse the installation location and if necessary, delete any files and folders.
5. Reboot the server.
6. Install VIPEG 9.10 and launch the configuration console.
7. Import a VIP Certificate and any other SSL and SSL chain certificates.
8. Import the configuration exported earlier.
9. Restart the Symantec VIP Enterprise Gateway service, then other VIP Services. 

 

Additional Information

While performing the upgrade, it is good to monitor for java.exe process activities to see if the upgrade is still in progress.