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CommCell Update Failed for version 11 28.32 and 28.24

  • 30 November 2022
  • 5 replies
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Userlevel 1
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Hi Team, have a next trouble via update 11.28.24-34

 

> As per the updateInfo.log file on commserve:

\ContentStore\Updates\SP28-HotFix-2617\GxHomeDir\jre\lib\modules, error: Access is denied.
29272  34532  11/27 12:42:51 ###      Retry file operation after 15 seconds
29272  34532  11/27 12:43:06 ###      Movefile attempt [8] failed with error code [5]
29272  34532  11/27 12:43:06 ###      Failed to copy file C:\Program Files\Commvault\ContentStore\jre\lib\modules to C:\Program Files\Commvault\ContentStore\Updates\SP28-HotFix-2617\GxHomeDir\jre\lib\modules, error: Access is denied.
29272  34532  11/27 12:43:06 ###      Retry file operation after 15 seconds
29272  34532  11/27 12:43:21 ###      Movefile attempt [9] failed with error code [5]
29272  34532  11/27 12:43:21 ###      Failed to copy file C:\Program Files\Commvault\ContentStore\jre\lib\modules to C:\Program Files\Commvault\ContentStore\Updates\SP28-HotFix-2617\GxHomeDir\jre\lib\modules, error: Access is denied.
29272  34532  11/27 12:43:22 ###      UpdateFilesAndRegistry failed. Error [Failed to copy file C:\Program Files\Commvault\ContentStore\jre\lib\modules to C:\Program Files\Commvault\ContentStore\Updates\SP28-HotFix-2617\GxHomeDir\jre\lib\modules, error: Access is denied. ]. Starting rollback as return value is [0] in 10 seconds
29272  34532  11/27 12:43:22 ###      Failed to flush update progress registry [SOFTWARE\CommVault Systems\Galaxy\Instance001\UpdateProgress]
29272  34532  11/27 12:43:22 ###      Flushed update registry [SOFTWARE\CommVault Systems\Galaxy\Instance001\Updates]
29272  34532  11/27 12:43:32 ###      Rolling back update SP28-HotFix-2617

 

I have admin right on commcell server. I run setup with run as administrator privileges. Result the same.

I tried update without AV. The same problems.

> uninstalled antivirus and then we tried ti perform update, but it still failed:

 

> User Access Control is already low.

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Best answer by Chris Hollis 16 February 2024, 00:03

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5 replies

Userlevel 7
Badge +19

Which Windows version are you running? This pretty much looks likes an issue with permissions or some security setting/tool. Do you have enough free disk space? Have you performed a restart of the server just to rule out some hanging processes. Have you made any changes to the server settings or GPO?

Userlevel 6
Badge +14

@Dimitri ,

I can see you have logged a case.

We will check.

Best Regards,

Sebastien

Userlevel 1
Badge +5

@Sebastien Merluzzi case number Incident 221128-283

 

@Onno van den Berg Do you have enough free disk space? Yes we have 150+Gb on C drive

Have you performed a restart of the server just to rule out some hanging processes? Yes we restart server, uninstall AV, check manualy copy file to directory

Have you made any changes to the server settings or GPO? No we didn’t any changes for server, and lest update to 11.28.19 installed without any issue

Userlevel 6
Badge +14

@Dmitriy 

That’s right, I see we asked to perform some steps and let us know.

Best Regards,

Sebastien

Userlevel 6
Badge +14

Support case raised had the following as resolution:

We have actually found 3 different conditions while running the update, but we have finally managed to run it successfully and the environment is now updated to SP28MR36

 

> Error Code 5 - Access Denied - This issue was initially circumvent by moving the contents of folder ".\ContentStore\Updates" to a different location

 

> Error Code 6 - The handle is invalid - Issue address by rebooting the server

 

> Error Code 5 again - This time cause by Tomcat remaining started during the update operation

 

> Error Code 0 "The operation completed successfully." - Once again, this required to move the contents of ".\ContentStore\Updates" away

 

We finally managed to progress through the whole installation, which completed successfully, also confirmed by the version reported by GxAdmin and by opening the Console to ensure backup operations were still progressing.

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