Upgrade > Upgrade the applications from a version earlier than 9.60 > Appendix D: Troubleshooting

Appendix D: Troubleshooting

Before you contact Service Manager Customer Support, try the following troubleshooting instructions to identify and resolve your issues.

Troubleshooting: SQL Compare cannot run for unsupported version

Symptoms

When run SQL Compare, the system displays a message that the version is not supported.

Resolution

SQL Compare will check whether the Service Manager Applications version is supported or not. If the version is earlier than 9.30, you need to firstly upgrade to Service Manager 9.30 or later and then upgrade to Service Manager9.61. If the version is not a standard release, please contact Service Manager Customer Support.

Troubleshooting: Applying upgrade cannot run for unsupported version

Symptoms

The wizard for applying upgrade cannot continue and the system displays the message of unsupported version.

Resolution

Upgrade Utility will check whether the Service Manager Applications version is supported or not. If the version is earlier than 9.30, you need to firstly upgrade to Service Manager 9.30 or later and then upgrade to Service Manager9.61. If the version is not a standard release, please contact Service Manager Customer Support.

Troubleshooting: Some data files are missing from the Upgrade Utility package

Symptoms

The upgrade wizard shows that some data files are missing from the Upgrade Utility package.

Resolution

Please check whether the missed data files exist in the extracted directory of the Upgrade Utility or not. If not, please check if you have removed them manually. The best solution is to download the Upgrade Utility and extract it again.

Troubleshooting: The Upgrade Utility appears to stop responding

Symptoms

The Upgrade Utility may appear unresponsive during the upgrade process. This issue may exhibit the following symptoms:

  • The Windows Task Manager indicates that the Service Manager client is not responding.
  • The Upgrade Utility does not show the progress after you click Next to start the upgrade execution.
  • The Upgrade Utility appears to stop at a percentage of completion.

Resolution

This is normal and does not indicate a problem with the upgrade. Additionally, the percentage on the status screen does not accurately indicate the actual progress.

Tip Refer to the following tips to check whether the Service Manager Windows Client is hang or not:

  • DBA check transaction

  • Check detail.log

  • Check the Windows Client by using the Microsoft Process Explorer

Besides these tips, you can also try other methods as appropriate.

Troubleshooting: The client session was terminated during an upgrade

Symptoms

The upgrade failed with "Session no longer valid" error when running in foreground mode. This issue is most likely to occur when you are creating or applying a custom upgrade.

The client session was terminated during an upgrade. The Service Manager client may temporarily lose heartbeat when the Upgrade Utility is running. If the server cannot detect the heartbeat for a certain amount of time, it disconnects the client session.

Resolution

To resolve this issue, restore the database to the latest pre-upgrade state, add sessiontimeout:1200 and heartbeatinterval:120 to the sm.ini file, and then restart the upgrade. See also Step 3: Perform preparatory tasks.

Note We recommend that you set the timeout period to a length of time that is long enough for an upgrade phase to complete.

Troubleshooting: Unexpected errors during an upgrade

Symptoms

An unexpected error stopped the upgrade, such as the Service Manager server running out of memory, stack overflow, power outage, and network failure.

Resolution

Fix the issue that stopped the upgrade, restore the database to the latest pre-upgrade state, and then restart the upgrade.

Troubleshooting: Upgrade failed with a "Not enough shared memory available" error

Symptoms

The upgrade process ended abruptly when you were applying an upgrade, and the following error message was logged into the sm.log file:

E big_alloc: Not enough shared memory available to allocate <number> bytes

Resolution

Restore the database to the latest pre-upgrade state, increase the size of the shared memory (see Step 3: Perform preparatory tasks), and then restart the upgrade.

Troubleshooting: Database transaction log full

Symptoms

The process ended abruptly when you were loading data or applying an upgrade. The sm.log file contains error messages that resemble the following:

[Microsoft][ODBC SQL Server Driver][SQL Server] The log file for database 'DB_Name' is full. Back up the transaction log for the database to free up some log space. (message,add.schedule)

An error occurred while attemping to add a record (file.load,add.record.0)

Resolution

Running an upgrade generates a huge number of transactions and this is likely to make the transaction log full. Restore the database to the latest pre-upgrade state, refer to the documentation for your RDBMS to increase the database transaction log size or enable auto-growth, and then restart the upgrade.

Troubleshooting: Integrations do not work after an applications upgrade

Symptoms

After you upgrade you applications to Service Manager9.61, certain existing integrations do not work correctly.

Resolution

Certain integration fields that were optional in the old applications version have been made required in the new Service Manager9.61 applications. Existing integrations that do not have those fields populated will become invalid. Therefore, you must remove and re-create these integrations in the Integration Manager. These integrations include the following:

  • Release Control integration
  • BSM OMi integration

For more information about your specific integration, see the Integrations section in the Service Manager Help Center.

Troubleshooting: Automatic merge fails

Symptoms

The Automatic Merge task fails during the upgrade and you receive the following error message:

Failed to unzip <zip file path>. Auto Merge skipped.

This error message indicates that automatic merge was skipped because of a failure to unzip the required zip file. The Upgrade Utility skips the Automatic Merge task and continues the upgrade process.

Resolution

To rerun the Automatic Merge task after running the Upgrade Utility, follow these steps:

  1. In the Upgrade\3waymerge\oob folder, find the zip file named after the version that you selected for the Base Version when running the Upgrade Utility.
  2. Extract the folder named after the Base Version that you previously selected from inside the zip file to the Upgrade\3waymerge\oob folder. For example, if you selected 9.3PD for the Base Version previously, extract the 9.3PD folder from inside 9.3PD.zip, and then place the extracted folder (9.3PD) in the Upgrade\3waymerge\oob folder.
  3. Open the Upgrade Results list and search for records with a type of "Renamed."
  4. Select the objects that you want to merge, and click Mass Auto Merge from the More Actions list.

Troubleshooting: Unable to check the upgrade results after upgrade

Symptoms

Unable to open and view the upgrade results after upgrade.

Resolution

Run the following command to check the upgrade results:

sm.-bg apm.upgrade.resolve NULL NULL showresult <object type><object name>

Run the following commands to revert or choose an upgrade for upgrade results:

sm -bg apm.upgrade.resolve NULL NULL revert <object type><object name>

sm -bg apm.upgrade.resolve NULL NULL upgrade <object type><object name>

Troubleshooting: Unable to submit service items in SRC

Symptoms

Unable to submit service items in SRC because the mandatory fields are not shown on the UI.

Resolution

Follow these steps:

  1. Click Tailoring > SRC Tailoring > Checkout Panel.
  2. Check the value of the Company field in SRC custom field configurations. Update the Company value if it is different from the current company that is in use.

Troubleshooting: Avoid copying full table copy when Unique/Primary key is updated

Symptoms

If there are lots of records (for example, more than 50000) in the database dictionary whose Unique/Primary key is updated by Upgrade Utility, the system may copy the full table and take much time to update these records.

Resolution

Follow these steps:

  1. Before upgrade, run the SQL Compare utility and check the except.log file. You may find some information similar to the following example:

    dbdict:cirelationship, Unique Key is {"relationship.name", "logical.name"} -- the Unique key is removed or updated and may cause full table copy.

    This information indicates that the Unique key will be removed or updated during the upgrade process and may cause full table copy.

  2. After loading the tranfer.bin file in the upgrade wizard, open upgradeKeyChanges in the ScriptLibrary, and then search for the following codes:

    var DBDICT_IGNORE_UNIQUE_KEY = [];

    Update it to:

    var DBDICT_IGNORE_UNIQUE_KEY = ["cirelationship"];

  3. Save the ScriptLibrary and then continue upgrading. The Unique/Primary key of the record will not be updated.
  4. After upgrade, you need to update the Unique/Primary key manually.

Troubleshooting: Inbox localization information is not generated

Symptoms

The system may display the information in except.log:

The number of inbox is more than 5000 and Upgrade Utility will not generate inbox localization information. Please follow the upgrade guide to do it.

Resolution

There are more than 5000 inbox records and it may take much time to generate the localization information during an upgrade process. Follow these steps to generate it manually:

  1. Create a ScriptLibrary and add the following codes:

    lib.localizeTable.createAllEntries("inbox", "inbox.name");

2. Click the Execute button to generate localization related information.

3. Follow the detailed information as described in Step 10: Perform additional manual tasks to translate the customized inbox names.