1.6 Troubleshooting

If the ZENworks Server Upgrade fails, you must rectify the problem and re-run the ZENworks Upgrade Installer.

  • You must re-run the Upgrade Installer on the same server where the upgrade was started.

  • If the upgrade fails during the post-package upgrade database action, then on re-running and after zone authentication, the pre-upgrade Summary page displays and the upgrade proceeds to perform the database actions.

  • If Embedded Sybase database is used, ensure that the .dbR and .logR files are deleted from the database folder before re-running the Upgrade Installer.

The following sections provide solutions to the problems that you might encounter while upgrading the ZENworks Primary Server:

During the Upgrade of any Windows Primary Server, Windows Explorer Automatically Restarts a Few Times

Explanation: During the upgrade of any Windows Primary Server, Windows Explorer automatically restarts a few times and the command prompt window with the following message is automatically launched: 
For each prompt presented, press 'enter' to accept the <default> value, type ‘back’ to return to the previous action, or type 'quit' to exit.
Action: Ignore the messages.

When ZENworks Upgrade is launched, if the database is executing any transactions, it might conflict with the upgrade process

Source: ZENworks 11 SP4; Upgrade
Explanation: When the ZENworks Upgrade is launched, if the database is executing any transactions, it might conflict with the upgrade process.
Action: Kill the database session that conflicts with the upgrade process. Perform the following steps, to kill a database session:

  1. Log in to the database as a system user and launch the SQL client.

  2. Execute one of the following scripts, based on the database type:

    • Oracle:

      select 'ALTER SYSTEM KILL SESSION '''||SID||','||SERIAL#||''';' AS "Drop Query",b.sql_text,a.* from gv$session a, gv$sql b where (case when a.sql_id is null then a.prev_sql_id else a.sql_id end)=b.sql_id and a.program='JDBC Thin Client' and a.logon_time< (sysdate-3/60/24) and a.username='<<ZENWORKSUSER>>';

      Where:

      ZENWORKSUSER is the ZENworks database user name.

    • MS SQL:

      select 'KILL '+cast(spid as varchar(100)) as "Drop Query", r.text,s.* from sys.sysprocesses s cross apply sys.dm_exec_sql_text (sql_handle) r where s.program_name='jTDS' and s.spid!=@@spid and s.login_time < dateadd(minute,-3,getdate()) and s.loginame='<<ZENWORKSUSER>>';

      Where:

      ZENWORKSUSER is the ZENworks database user name.

    • SQL Anywhere:

      SELECT 'Drop connection '+cast(sa_conn_info.Number as varchar(100))+';' as "Drop Query", sa_conn_info.Number AS connection_number, DB_NAME( DBNumber ) AS database_name, sa_conn_info.name AS connection_name, sa_conn_info.userid, CONNECTION_PROPERTY( 'LoginTime', Number ) as "Login Time", CONNECTION_PROPERTY( 'LastStatement', Number ) As "Query" FROM sa_conn_info() where sa_conn_info.Number != @@spid and CONNECTION_PROPERTY( 'LoginTime', Number ) < dateadd(minute,-3,getdate()) and userid='<<ZENWORKSUSER>>';

      Where

      ZENWORKSUSER is the ZENworks database user name.

While using an Oracle database, during the upgrade or database creation, the TNS error message is displayed

Source: ZENworks 11 SP4; Upgrade
Explanation: While using an Oracle database during the upgrade or database creation, you get an error message: TNS:listener could not find available handler with matching protocol stack.
Action: Increase the maximum load for dedicated connections, which is determined by the PROCESSES parameter. If the issue persists, contact Novell Technical Support.

While using an MS-SQL database, during the upgrade or database creation, there are connection issues

Source: ZENworks 11 SP4; Upgrade
Explanation: While using an MS-SQL database, during the upgrade or database creation, there are connection issues with the following error message: 
org.hibernate.exception.JDBCConnectionException: Cannot open connection
Caused by: java.sql.SQLException: I/O Error: Connection reset
Caused by: java.net.SocketException: Connection reset
Action: Run select * from sys.configurations where name='user connections'

By default, the maximum connection is 32,767. You can adjust it to Number of Primary Servers * 200.For more information on how to configure the user connections, see http://technet.microsoft.com/en-us/library/ms187030.aspx.

Check whether the MS-SQL server has high CPU utilization and database server load. Contact Novell Technical support for further assistance.

Incorrect values displayed for the inventory records to be pruned

Source: ZENworks 11 SP4; Upgrade
Explanation: When you opt for pruning in the Upgrade wizard, the number of records specified for deletion is displayed in the Pre-prune summary page.

For example, if you have marked 8,000,000 records out of the total 10,000,000 records for pruning, then 8,000,000 of 10,000,000 is displayed in the number of records specified for deletion field.

After successful pruning, when you relaunch the Upgrade wizard for pruning, the Database Pruning page displays an incorrect value in the Total number of records found to be deleted field.

For example, if 8,000,000 inventory records have been deleted out of 10,000,000 inventory records, then the ideal value to be displayed in the Total number of records found to be deleted field is 200,000.

Currently, an incorrect value is displayed. As a result, there is a mismatch in the values displayed for deleted Inventory records and for Inventory records that are yet to be deleted.

Action: There is no workaround.

An error occurs when you delete a folder with a long name

Source: ZENworks 11 SP4; Upgrade
Explanation: In a ZENworks zone that uses an SQL Server database, when you try to delete a ZENworks object (for example, device or folder) that has a name which exceeds 900 bytes, you will receive the following error:

com.novell.zenworks.datamodel.exceptions.InternalDataModelException: org.hibernate.exception.GenericJDBCException: Operation failed. The index entry of length 912 bytes for the index 'idx_zZENObject_Name' exceeds the maximum length of 900 bytes.

Action: Ensure that the length of ZENworks Object names in the zone does not exceed 900 bytes. For more information, see https://technet.microsoft.com/en-us/library/ms191241%28v=sql.105%29.aspx.

Installing ZENworks 11 SP4 or Upgrading from ZENworks 11 SP3 to ZENworks 11 SP4 fails in a Windows environment

Source: ZENworks 11 SP4; Upgrade
Explanation: When you try to upgrade from ZENworks 11 SP3 to ZENworks 11 SP4 or when you try to install ZENworks 11 SP4, upgrade or install fails.
Action: Disable the adapter and start the upgrade again. To disable the adapter:

  1. Navigate to the Device Manager in your device.

  2. Select Network Adapters from the Device Manager window.

  3. Click the View tab.

  4. Select Show Hidden Devices.

  5. Right-click Microsoft ISATAP Adapter, and select Disable from the available options.

Upgrade fails after the System Update is successfully completed in a Windows environment

Source: ZENworks 11 SP4; Upgrade
Explanation: If you have not disabled the adapter as explained in the Installing ZENworks 11 SP4 or Upgrading from ZENworks 11 SP3 to ZENworks 11 SP4 fails in a Windows environment troubleshooting scenario, the upgrade will fail after the system update is successfully completed in a Windows environment.
Action: If you see the ExecuteZENUpdaterConfigureAction complete message in the logs (%ZENWORKS_HOME%/logs/ZENworks_Upgrade log), execute the following commands to complete the upgrade successfully:

  • novell-zenworks-configure -c "UpdateZENServerRolesConfigureAction"

  • novell-zenworks-configure -c "NCCRegisterConfigureAction"